St. Pancras Renaissance Hotel London

We are regular guests here with Lifetime Platinum Elite status Elite status. The staff are always great but this time we had an issue with billing which took a while to resolve. Jacky and Rush were terrific in resolving this. Within 24 hrs it was sorted out as they promised. We miss the Chambers Club very much since the rebranding but this hotel still provides a good service in a wonderful location.

What a classy hotel. Well located, astounding architecture, attentive service, filled with history and tradition. Highly recommend.

The hotel is lovely building with a great location. However house keeping knocked no less than four times to ask when we were leaving including waiting outside our room and knocking l at 11. 45 ( at three mins later (check out was 12) after already being told we would be gone at 12 when they asked us at both 9am and 10.30am and reception had already confirmed we were there until 12. They seemed very confused why we were there. It felt like we were being harassed to leave. We also had to wait about 45 mins for breakfast though the manager gave us some Mimosas I think they forgot our order. Rooms were big but a little dated. We went to look at the famous stairs but were told to please leave as there was a photo shoot ( there were no signs to say this so it was a little embarrassing). Always wanted to stay so it was a bit disappointing.

We really like this hotel and have stayed a few times. The reception staff are terrific and its location is perfect. The rooms are excellent as are the bars and restaurants. My only complaint is that the breakfast is very expensive. There is no buffet and everything has to be ordered separately. For one standard and one small full English breakfast, plus tea and orange juice we paid £80. It also wasn’t great. Admittedly we were quite late to breakfast. However, the bacon had clearly been sitting around for some time and was unpleasant, the sourdough toast stated in the menu turned out to be sliced white bread and the poached eggs were cold. The sausages were good. Given all the options for breakfast in the station and the surrounding area, my advice would be to have your breakfast elsewhere. That’s what we will do next time.

Booked in for one night stay was allocated basis room with breakfast by front desk i already prepaid but FD reception insisted on taking another pre authorisation payment was not released on check out. Instead 3 times more the prepaid amount was wrongfully deducted 3 days after my one night stay not representative of my previous pre paid booking in absence of any call or email from front desk or management despite all the time I had spent when at the property getting written confirmation from front desk that the preauthorised amount would balance out on check out. Having also ensured email audit trail of front staff assurance as related to me as well as my pre paid receipt was emailed back to front desk on night before o left the hotel. When I checked out next morning I was also informed by check out staff pre authorisation would be lifted as my pre paid receipt was on file. The extra amount of £955 left my account 3 days after my stay under “holidays alongside name of the hotel” which was not subject to my consent (I had booked in for 1 night and was allocated a low grade room with disability shower nothing special I had not left any incidentals on account and did not take any shampoos/conditions/gems/or body wash with me and left room clean sage for some used 2 cups having helped myself to a cuppa tea). Be very aware. This is the second time I did not have a nice experience here. The last negative experience related to a spa day which included lunch. My lunch was booked in for a slot between 12 and 1. I went straight to lunch. As soon I went down to the spa front desk after lunch I was informed I was too late for my treatment even though I had expressed preference to have use of spa facilities/treatment after lunch. I did not receive email confirmation in a title fashion evening before or morning before I left. I also got the impression I was being a little played by spa reception staff however my motto is continue to always remain pleasant calm and friendly at all times and carry on. My experience with waiting staff in restaurants was better - pleasant in contrast to front desk reception / spa reception - nonetheless front desk and spa reception staff need to do better. As it turned out my spa treatment ended being moved to late evening - FD spa representative came to tell me this as soon as I attended shower area based in my understanding that my treatment was imminent. I have bit my lip until now. Unfortunately - following my recent experience - stay as a solo traveller I have since decided not to hold back. I paid good money for each service. Whether you are solo traveler or not professional customer care/after care should not be an afterthought and there is no excuse for misusing payment card when the physical card is still in bona fide owner’s possession and they left the vicinity and have had no dealing with FD since morning of check out and still waiting fir written answers given nothing onto wards or negative was sent back to me in response to my email attaching pre payment receipt to FD reception night before I left having just booked in for one night. It is a real shame I experienced such negative treatment which was all unwarranted and should not have happened. I certainly feel a written apology is overdue as well as a refund. No one should have been able to have access to my personal card information three days post my one night stay (when my one night stay without the incurring incidentals) was already pre paid representative of a security concern for solo travelers out there. No solo traveler wherever they come from should be exposed to such unkind detrimental treatment especially when data security and anti discriminatory protocols have mismanaged.