Kimpton Fitzroy London

The linens are always fresh, and the rooms are clean and well-maintained. The staff is attentive and helpful. However, the bathrooms could be improved – there’s very little space to store toiletries like a toothbrush, razor, or other personal items.

I stayed in this hotel for 3 nights and it was absolutely awesome! The front desk check in lady called Ester was very professional and kind and she even helped to move our room perfectly! After we got the room, the Concierge gentleman called Tobby was also very kind. It was our first time to London and he pinpointed and explained about the hotel's history and the Great Britain. Very great to hear and helpful! Furthermore, this hotel has a long history and the design of the hotel is just amazing and gorgeous! I would like to recommend this hotel to all of you! It was a pleasant stay for sure. Lucia

I went on business, but I stayed extra nights in London. The hotel is beautiful and the rooms were quiet and comfortable. I'll be happy to go back and enjoy another fabulous drink at the bar!

Excellent hotel. Very comfortable, very guest-oriented. We chose it because it was offered through a Delta Vacation package and as it turned out it was a great choice. We arrived midday for a week-long stay and our room was ready earlier than expected. It was comfortable and well furnished, but a little bit small. Not awful, but snug. We requested a change and a day later we were transferred to a moderately more spacious and equally well-furnished room. The hotel has a daily social hour (wine and snacks) in the late afternoon/evening and we took advantage of it. The location at Russell Square is good. Close to the British Museum, plenty of other attractions and lots of cafes, restaurants, and diversions within walking distance. Access to public transit is very close. Every staff member we encountered was helpful and courteous. Special shout-out to Christine at reception and Esther who worked hard to find us the right room--and she succeeded. We would not hesitate to stay here again.

Even setting all the negatives aside, we would only rank The Fitzroy, AT BEST, as 4 star. As an IHG Rewards Elite member who has earned 3 million points, you will find that any Elite status you may have, will mean absolutely nothing at this property. We stay at many 5 star hotels Worldwide, but were very disappointed by the Fitzroy after reading all the 5 star reviews. The building is, without exception, a beautiful architectural gem worthy of visiting, but as a hotel, the property is in desperate need of greatly improved professional management. ALL the individual employees we encountered were polite, pleasant & courteous, even though many seemed to lack the proper training needed to best perform their assigned jobs, & we experienced solid housekeeping. Be wary of hotel photos which shows a top-hatted doorman at the entrance. During our 3 day stay we NEVER saw a SINGLE person at the entrance, let alone an employee dressed as one would expect at a 5 star property. Absolutely no one was on duty to help with luggage when we arrived about Noon, or when we departed about 1P. As Elite IHG Members we requested an early check-in at 1:00P, which is only 2 hours before the normal 3:00P time, but the room was still not ready when we returned at 2:50P & we did not gain room access until 4:00P. One angry guest confronted the front desk staff with the logical statement: "So no rooms are available at 2:50P, but supposedly every room in the hotel will become available in only 10 minutes at 3PM"? Sadly, his party was still waiting in the Lobby when we departed at 5:00P. This indicates a complete & total failure of communication between the front desk staff & housekeeping, which is absolutely unforgivable for any hotel, especially one "claiming" to be 5 star. Be VERY aware when booking a room by the comment: "While bed type is not guaranteed and subject to availability we will do our best to meet your preference". This seems to be attached to more room types than ANY other IHG hotel we have booked Worldwide. By the comments we heard from angry guests over a 3 day period, it seems to be an obvious "out" for the hotel to "ignore" ANY guest preferences & place them in rooms they would NOT have preferred. As an example, we were arbitrarily placed in an "accessible" room with a bathroom sink height that was appropriate for a 5 year old child, but a bathtub with a dangerous 30" step-in that NO physically-challenged person could possibly navigate, & plumbing fixtures that would be out of reach by the person showering without another person assisting. Our other room had the same dangerous 30" step-in tub with NO grab bars for safety. Both our rooms were TINY & faced the interior courtyard, which is certainly not a room preference. Our room only had a table lamp on one side of the bed & the other reading lights did not work. There was also a very LARGE wall mirror with hinges so it could lowered. When we asked the front desk about the purpose of the wall mirror, we were told it was for persons wanting to perform in-room yoga, although the guest would have to physically relocate the bed to lower the mirror. Our wall-mounted TV could not be viewed without physically moving the 2 chairs away from the wall & reversing them to do so. Has any "serious" consideration, or review, been given to the room furnishings &/or layouts? Attached photos would indicate probably not. While the public areas are impressive & spectacularly beautiful, actual operations are sloppy & unprofessional. The bar is divided into 2 separate rooms, with one side playing loud 80's American rock music, while the other plays pleasant jazz at a lower volume. Unfortunately the music noise filters into "both" areas which creates an unpleasant atmosphere depending on your personal music preferences. To further underscore this absurdity, are the bar operations. When sitting on one side of the bar we ordered a wine from the bar list, but after a 15 minute search the bartender stated (quote): "Our vendor did not deliver our order this week so we do not have this wine". Surprisingly, they also did not have a 2nd wine we selected from their wine list, so we ordered one they did have. However, when we moved to the other side of the bar, which is divided by a "sliding curtain", we told the bartender we would have the same wine we had ordered on the other side of the wall, because we were told the vendor had not delivered the 2 wines we originally preferred. To this the bartender replied: "So sorry sir, but we have both the wines you ordered on THIS SIDE of the bar". To say this level of confusion is merely absurd would be to offer an unintended compliment. Location across from Russell Square is pleasant, but the immediately surrounding area is NOT to be confused with Mayfair, Grosvenor, Hyde Park or Kensington. We found the Kimpton Fitzroy grossly over-priced for the lower level of service provided, & not even remotely the quality of the many truly 5-star London properties. Would not return to stay, but only to admire the building itself.