St. Pancras Renaissance Hotel London

I've stayed at the St.Pancras many times over years., often multi-night stays hosting international groups. The hotel is a masterpiece of Victorian architecture. The original parts of the property are visually stunning, inside and out. But as a hotel it's sad that the recent rebranding from Renaissance to Autograph has proved such a spectacular dud. This review is more about the lack of honest communication and recognition of Marriott lifetime elite status. I'd booked multiple rooms for a week for a business trip. I'd called the hotel to discuss the details of the booking beforehand. On learning of the rebrand I asked if there was any major changes. I was told there would be 'enhanced guest experiences' and 'curated experiences' or similar corporate hospitatlty speak. I wasn't told that the Chambers executive lounge had been closed. A significant downgrade and major change. If I had I would have considered booking another property. The removal of this once great amenity was not reflected in the room rate, and added considerable daily expense to my stay. From what I could see the enhanced guest experiences consisted of little more than two 'presentations' in the bar which won't live long in the memory, novel if you're staying one night, not five. Reception and the Hansom bar were constantly short-staffed with lengthy queues and waiting times. Some members of the group waited over an hour to check in. The front desk manager Jacky acknowledged my complaint and in fairness credited some points to my account and arranged some complimentary refreshments one evening. I was both frustrated and disappointed when the hotel refused to share the contact details of the general manager? Particulalrly as my group stay had cost £25k. Sadly, I won't be considering the St.Pancras for future stays. Marriott Bonvoy members seeking status benefits would be well advised to look elsewhere.

This is one of the worst hotels I’ve ever stayed at. The rooms do NOT look like their photos. Mine was dirty and items had been used without being cleaned. The service is satisfactory but not warm or above and beyond. This hotel looks nice on the outside but inside I found it to be crumbling. I needs a major makeover. Avoid

Beautiful decor but lack of attentiveness from most staff and lack of consistency in approach let the hotel down. Upon arrival, I was greeted warmly by the doorman but things got worse upon check-in. The initial check-in desk already had some one checking in so I stayed in line. This person was given a glass of champagne therefore I expected the same. After 5 mins or so of waiting, the lady asked me to go to the other desks further up the steps. Here, I was not greeted warmly, my room was not ready, no apology and no complimentary drink. Not a great start. I was told that I would receive a phone call from the reception team when my room was ready. Half an hour later, I checked if my room was ready and was allocated a room. No phone was made. I was not told anything about the spa and only found this out by chance and that my stay included this. I was not told about the facilities in the hotel nor the stunning architecture around to look at. I almost missed this too. The room was nice and clean. I went to the bar in the evening for a cocktail and sat on the stool by the bar. After 10 mins or so of waiting, i gave up and went back to my room. No one spoke to me, or served me despite the staff walking past and clearing glasses next to me. Breakfast was good. I did not get told that I had juices included in my breakfast package and only found this out on my second day there after I had finished my breakfast. Would not stay again. Expensive for such inattentiveness and not worth the money.

Stayed at the Renaissance St. Pancras while in London for a mix of work and leisure. The building itself is absolutely stunning—there’s a real wow factor when you walk in. The architecture and decor feel grand without being stuffy, and you really get a sense of the history of the place. The location is hard to beat—being right next to King's Cross and St. Pancras made getting around the city super convenient. Despite being right at a major station, our room was surprisingly quiet. Our room was in the newer wing, so a bit more modern in style but still very comfortable. Bed was great, shower pressure was solid, and there was plenty of space to unpack and relax. We didn’t hear any noise from the station which surprised me considering how central the location is. We had access to the Chambers Club, which I believe is well worth paying extra for. Service was friendly and attentive although Check-in took longer than expected, Had drinks at the Booking Office bar which was a real highlight—gorgeous setting and great atmosphere, especially in the evening. The bar management and service were perfect, I met someone from the Senior team called Elias who managed the bars, he was outstanding. Would I stay again? Yes—mainly for the location and the building itself.

This hotel is relying on its architectural beauty to draw in clients. Decidedly average in all respects. Had to queue to check in for 15 minutes. The promised text to tell when room ready did not arrive. Restaurant greeter very curt and surly. Decent meal in Ticket Office. Couldn’t check out using Bonvoy App so had to wait 15 minutes to check out. Get more staff!!! Has London a different 5* star rating to the rest of the world ???