Kimpton Fitzroy London

Here’s a shout out to the Concierge team: Joseph Buckstone, Marco Russo, and Ben Bacon! No ask is too large or small :)!!

We stay at the Kimpton Fitzroy a few times a year. The Hotel is beautiful -- excellent common areas, modern, stylish suites with excellent views and a great gym. Most members of the team are great -- concierge is superb, housekeeping & maintenance and friendly & helpful, restaurant staff are prompt & polite. The Front Desk has always been a disappointment, perhaps because of the heavy guest load. But this time I found it so chaotic, disorganized and straight unhelpful that it detracted materially from the experience — to the extent that I am likely to stay at a different hotel from next time. A few examples: (i) at check-in, refusing to provide any estimate of when the room might be ready (not helpful if I am trying to plan my afternoon), (ii) not acknowledging IHG status or any benefits, even after the status is brought up (the concept of IHG status is foreign to some members of the Front Desk I guess), (iii) claiming ignorance about any emails exchanged with hotel reservations (who were kind enough to reach out themselves to politely check for special requests, all of which were confirmed over email and none of which the Front Desk acknowledged or complied with), (iv) denying late check-out even till 2pm, (v) not picking up the phone 50% of the time, and then not conveying requests to housekeeping/maintenance half the time when the phone is picked up, and on & on. Basically with almost every interaction, I felt let down by the Front Desk — a contrast to my experience at other IHG properties. Thus what otherwise deserves to be a five star experience becomes something much less.

Beautiful stately iconic hotel with lovely views of Russell Square. Great location to visit many of London sights. Guest rooms and suites are spacious with very comfortable beds. Bedrooms and bathrooms are well-appointed with lovely amenities. Hotel public spaces are beautiful. Restaurants and bar are top notch. Hotel staff and guests services are first rate! Highly recommend!

My husband and I recently stayed at The Kimpton Fitzroy, at the same time as our daughter and her husband were there, we were there for a very special celebration. From the minute we checked in to the moment we check out, we felt that the hotel could not have done more to make us comfortable and happy. The rooms we were allocated were fabulous. The bed extremely comfortable and the underfloor heating in the bathroom was very welcome, even in April. The service we received was perfect. A huge thank you to Patricia Herfoiza, who really made sure we had a wonderful stay. The level of attention to detail was fabulous. Also, at breakfast, we were looked after both mornings by Fedro. Fedro recognised us on the second morning and he even remembered the details of our orders. Fedro is efficient and friendly with a terrific sense of humour, he is a huge asset to the hotel. Thank you to all the team for making this stay so very special.

We paid almost 1000 pounds per night and worst experience ever,meanwhile the staff had to be more polite rather than they were like it least of their worries. We are at the worst stay and vacation is ruined already 😞😥🙄 Also , breakfast was added in our price but it was not that great. It was as usual menu, and nothing was freshly made. God save the Kimpton