The Londoner Hotel

I spent over $11,000 for two suites over five days, expecting “exceptional” service and “lavish” accommodations. Instead, it was a costly disappointment. Billing errors required repeated trips to the front desk, a concierge mistake caused me to miss a prepaid tour, breakfast orders were botched, and cab fare to the airport was misquoted. Worst of all, staff repeatedly failed to authorize charges on my credit card, locking me out of my room on two separate days, causing humiliating trips to the front desk to rectify. I felt like a common criminal who they felt was ready to flee when it was clearly a hotel mistake. The bathroom is poorly lit and the magnifying mirror is not lit. You will have to do your makeup somewhere else in the room. Beware of the "discretionary service fees": 2.5% on your room and 15% in the restaurants. On the plus side, housekeeping is meticulous and the room was always immaculate and well stocked. For the enormous expense of this stay, I was expecting so much more.

Excellency from their bellboy to entire staff members those celebrated my wife’s birthday so special . Extraordinary amenities and fantastic eve at their lobby bar .

Don’t fall for the platinum package. All you get is a box of chocolates. When I asked about the room grade “if available” I very much got the impression this hasn’t been considered. The staff were all nice and professional but there simply aren’t enough of them in The Residence and main bar area, so you are waiting too long to be served. Sadly for the high end prices and facilities, the service doesn’t match. It is very busy so there is no sense of calm with several people at a time desperately trying to get attention of busy staff members.

We booked one nights stay in London as the hotel was centrally located and had excellent facilities. Our first impression was everything we wanted and moreand the check in staff were friendly and let us check into our room early, which was very much appreciated. The reception area is vibrant and welcoming. We were taken to our room and were shown round the facilities. We then received a complimentary glass of fizz. Our room was well appointed and in good order. Extremely comfortable bed and loved the toto toilet. Only slight negative is the bath which is fairly low sunken, and can be awkward to get in and out of. We used the rooftop bar and had some food and this was a great experience and lovely view of the London Eye and Big Ben. It’s got a great vibe and you could literally sit for hours. The pool and spa area is lovely too. Only negative is breakfast which was sub standard at best. Order came totally wrong, no effort to correct by the staff until I asked. Food also came out cold. No offer of condiments and actual choice was just ok in my opinion. I had to end up clearing my own plates away as literally given the smallest table and couldn’t get more than a couple of plates on it. Staff didn’t seem keen to clear plates, even when asked. Not the experience you would expect from a 5 star hotel. We did by chance speak to the General Manager on leaving and made him aware as we feel it’s important to provide feedback when things go wrong as otherwise how do they know to fix the situation. This is a 5 star hotel and everything else is 5 star plus, we will definitely return but will just avoid the breakfast.

This was our first time in London and we arrived at 11 AM. Everybody greeted us with like we were their only priority. We didn’t stand at the check-in desk but were brought to a desk to sit down, have a coffee and tea, and begin the check in process. The right room wasn’t ready because it was so early but they took our bags and stored them for us. When we were done exploring the city and came back, they gave us our keys to the room and all our bags were in the room (great view of The London Eye and Big Ben). Also, they made up our rooms everyday and kept them spotless. Our clothes, headphones, other personal items were all organized. We had breakfast at the restaurant daily but it was great. Good selections on the buffet and the other menu order items were plenty. The Salmon Toast ended up being my favorite. I strongly recommend this hotel. We are coming back to London in October for 2 nights and we will definitely be staying here again!