The Ned

Just checked in. We are staying for 3 nights at a cost of £1185. It’s a nice hotel with a cool bar area. There is a band and it’s quite lively. The rooms are small but ok. But most ridiculous of all is that there is a £15 per day surcharge to use the gym and / or spa area - it sounds unbelievable but it’s true. The receptionist said it’s because we booked through an agent and not direct. Absolutely ridiculous

The hotel certainly looks the part of a luxury property, stylish interiors, premium finishings but the service consistently failed to meet even basic expectations, let alone luxury standards. Here are just a few examples that led to our negative experience: 1. Incompetent Booking Assistance We asked the front desk to help us reserve a table at a restaurant within the hotel. The front desk staff said they couldn’t help and redirected us to the concierge. The concierge, in turn, told us we had to book online and also couldn’t check availability. Both interactions lacked even a hint of helpfulness or apology. I’ve received better support at mid-range hotels. 2. Inhospitable Lobby Service My wife wanted to enjoy a coffee and do some quick work at a lobby table during a quiet period. She was told she couldn’t sit there and was directed to the bar instead, again, no explanation, no courtesy. 3. Unhelpful Bar Staff and Poor Communication On one evening, we wanted a cocktail at the main bar but were told it was about to close and advised to try the downstairs bar. When we asked whether there was seating available, no one could tell us. We walked there only to find the bar wasn’t even open. The staff seemed unaware of operating hours and showed little interest in helping us find an alternative. 4. Broken Spa Booking System The spa website was down, and my wife couldn’t book a treatment. Given our earlier experiences, we didn’t bother calling the concierge, there was no reason to expect they’d be any more helpful. 5. Hidden Restrictions on Amenities Be aware: access to the rooftop pool is restricted to members only. At checkout, when I mentioned this misleading omission, staff were finally apologetic and removed related charges from the bill, charges which legally should not have been there in the first place. Bottom Line This stay soured our entire visit to London. The hotel may look luxurious, but the service falls short across the board. We would not stay here again, and I cannot recommend it.

We stayed here at the weekend and when you first walk in it’s great with the live band etc, however that was definitely the best bit! We had asked for an early check in which we were told no problem but when we arrived at 12 we were told it may be another hour which was fine.. to fill the time we asked the access the gym and pool which caused quite a drama at the front desk and they couldn’t have made it any clearer it was not procedure - lots of huffing! When we were eventually given access to our room, it was just ok - honestly it was a little dusty and clearly some things in there needed replacing.. The room service generally was diabolical and had to wait nearly an hour for some water.. The whole place seemed run down and not focused on the customer experience. Doubt I would return

First time visiting. Sat in the Nickel Bar. Service was exceptional, surroundings and atmosphere brilliant, the pianist singing was so good. Cannot wait to go back and experience the food. Absolutely value for money and a real effortless experience

I should point out in the interest of fairness I am a member of the club and received certain extra benefits in my stay. We stayed in room 1036 I think it was which was a medium sized room. The room was clean, well presented and full of amenities that are helpful, many you don't get in other hotels. We had a perfect night sleep and the bed was excellent. Breakfast the next morning we had on the roof as I'm a member and that was lovely, special thanks to Sunny and Nordin. The evening before we had eaten out, but did enjoy the vault for a few hours. Special thanks to Lily, Tylor and Bright. We also attended the downstairs swimming pool which was pretty busy but got quiet after 12pm. Reason I can't give it 5* star is the room had two issues. Firstly the coffee machine in the room was not plugged in and basically the plug was stuck inside the cabinet that houses the fridge. Secondly the light system made no sense and it took us a while to figure out which switches did what, some seemed broken. I reported both to front desk.