The Londoner Hotel

This was an amazing hotel experience. The location was perfectly central for everything I wanted to do (Notting Hill, Buckingham Palace, Hyde Park, Chinatown, Trafalgar Square, Tower of London)...seriously can't be beat. I'm a New Yorker, so walking is my preferred transportation but the subway line was right around the corner and great way to get to and from from the airport. The amenities and staff are amazing. I want to give a special shout-out to Scott. Not because he asked me to, but in fact, because he did not. It was so clear that hospitality runs in his blood. He went above and beyond every step of the way. I will be staying here again in the future.

This is our 4th and sadly last time at the Londoner. Standards are dropping. We booked a Deluxe City View King advertised as 29sq m and received a fourth floor room struggling to reach 24 sq m (King Room). When asked they assured this was a Deluxe King w “panoramic views across the city”. Booking hair appointments is too hard for them on Sunday (not the appt. the booking).

We are in London every year and have been staying at Dean Street Townhouse in SoHo, Part of the focus for us is the theaters and SoHo is very close. However, this year we tried the Londoner in Leicester square which is even more centrally located. We were concerned about noise being near the popular and ultra inhabited Leicester square. They shut down the section closest to the hotel at about 9:00. Hotel is new with a great staff that creates a boutique hotel atmosphere.

I was very disappointed with my check-in experience at The Londoner. The staff member who checked me in was unfriendly and unprofessional. I was also charged the room rate twice (as confirmed by my bank), given a room without the city view I had booked, and wrongly told my booking didn’t include breakfast—until I showed proof. This is not the standard of service I expect from a 5-star hotel. Fortunately, the next morning I spoke with the duty manager, Selbi, who was outstanding. She handled everything with professionalism, kindness, and efficiency, and even upgraded my room to make up for the situation. Thanks to her, my stay improved greatly. Overall, the check-in experience left me hesitant about returning, but Selbi’s excellent service is the only reason I would consider giving The Londoner another chance.

My partner and I stayed at this hotel for two nights recently, and while the overall experience was highly enjoyable, a few service inconsistencies prevented it from being flawless. The hotel itself is beautifully designed, the location is excellent, and the amenities are extensive. Staff were generally courteous, and the food throughout our stay was of a very high standard. Based on these strengths, I would say the hotel is worthy of its 5 stars; however, I’m not able to say our personal experience was of that same level due to certain service lapses that I feel shouldn’t take place in a hotel of this prestige and price point. On our first evening, we visited the rooftop bar. The atmosphere and setting were wonderful, but service was notably disorganized. It took around five minutes to receive menus despite the bar not being busy, and while we were still deciding, we were approached several times in quick succession to take our order, which felt rushed. Once we placed our order—a vodka and coke, and a Japanese-style mojito—only one drink arrived after roughly 15 minutes, and it was incorrectly served with tonic water instead of coke. We waited an additional five minutes for the second drink, only to discover later that it had been spilled and was being remade, though no one had communicated this to us until we enquired. There was no apology, and the overall delay for two simple drinks was about 20 minutes. The following day was a much better experience. The champagne bar staff were attentive and helpful, taking time to explain the drinks and offer recommendations, which we appreciated. However, breakfast service the next morning again fell below expectations. We were seated promptly but left unattended for approximately 15 minutes without being offered hot drinks or menus, something we knew from the previous day should have been immediate. Once we requested both, service improved, and the meal itself was excellent. Overall, the hotel offers an outstanding setting, excellent food, and a generally high standard of service, but the recurring lapses during such a short stay stood out—particularly at this price point and star rating. We would certainly consider returning, as the positives outweighed the negatives, but would hope to see greater consistency in service on a future visit.