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Over charger $2k with a forced apology
The location in Leicester Square was very nice, and the hotel seemed to be a popular place to visit. I received the worst treatment possible from the managerial staff. Firstly, even though they had my reservation, which was made and confirmed a month and a half in advance, they decided that they didn't have any room available for me to stay in when I arrived to check in. I found this to be very unprofessional since they could have called me or emailed me prior to my arrival at the hotel to give me a forewarning so that I could plan ahead as well. The situation was worsened by the staff then relaying this information to me in a very condescending manner in which they had the very unapologetic tone of "take it or leave it". Secondly, they decided that a fair way to "compensate" me would be by reserving a room in another hotel on my behalf, without any input from me regarding choice, and then giving me a ride to this new hotel. I specifically chose the W for my stay and did not choose the other hotel when making my initial plans. So, the manager felt he could take the payment for the room at the W, decide that they no longer have a room at the W, then deny me the choice of an alternative hotel, and all without the option of a refund. They said they were compensating me, but I feel that they cheated me greatly. It was terrible customer service. Eventually, I had no choice but to take their offer of staying at the other property, which I didn't want to stay in, since they were not going to make any room available for me at the W for the night. Truthfully, I feel there were a bunch of racial undertones and biases based on the unprofessional, condescending, unempathetic, and unapologetic tone of the manager and staff. I have stayed at many hotels around the world. This has been, by far, my worst experience with any hotel staff regarding a reservation.
the breakfast was really fantastic. the location as well The mini bar count automatically when you take any thing even if you return it back to its place. (like many other Hilton's). and because I have children, I always asked for the mini bar to be empty. However, in this Hotel, they asked me to pay 25 Pound to have this done. So, wither you guard the fridge from your children, or , you have to pay 25 pound. It is really silly policy from the Hotel manager.
Handiness for Tube and West End Alas, a leak appeared in ceiling - water pouring in, so had to be moved; free breakfast afforded + 15% discount, but hassle at the time
Very helpful staff.
Very close to 3 Underground stations.
Location was excellant for shopping walking distance to Oxford Street and right next to subway if you needed to get around London
Location of the hotel is very good and near to oxford street , 5 min walking. distance If you need any thing in your room it takes too long , and sometimes they forgot.
booking online and when we got there they had no records of me booking a room which my wife got a bit upset about because it took a while for us to get a room
The Hotel is well located, close to the underground (important in London), the staff is wellcoming and friendly.Rooms are ok, nothing fancy but clean and comfortable. Breakfast is poor, and cheap... needs to be improved..
Special deal from your website so really great value for money
the room was quite the size I like and the bed was wonderful. i also liked that there was bath in the room, not just the shower nothing
We had all the facilities we needed and it was clean and fresh Nothing
Shower was broken when we got into room, though they did send someone rather quickly to get it fixed. Also bar was understaffed and had long wait times.
The lifts. The service. The availability of the garage. The conviviality of the bar areas (both the open & cosy bars). The dedication of your cleaning staff. The laundry service. The proportions. The corridor lighting. And, above all, the location. The lack of Internet access (the business centre was occasionally out of action). The limitations of the room service menu for vegetarians. The limited number of T.V. entertainment channels - without in-house films The lack of a bath. No fresh air. The painting on the ceiling of my room.
Very fashionable feel to the hotel , Bar was enjoyable , sleighbed lovely. Food was good at breakfast. Maybe toilet area. Lacks privacy
Wonderful design interiors. The food in the Malaysian restaurant was amazing and the cocktails at The Long Bar were innovative and delicious - if very pricey at £11 a shot Some of the towels in the room were not 100% clean
Stylishly minimalist, great shower, cool bar Dinner trolley not cleared
The lobby, spa and bar are brilliantly designed. Most parts of the hotel are chic and the overall atmosphere is very charming. The rooms are impractically designed. No provision made to accomodate suitcases even. Too much insistence on style and little attention to comfort. Great to hang out at all parts of the hotel except your room where everything seems like a mess since there are no practical provisions made. Very little storage so all the stuff just lies around the floor; also not very child friendly.
unique design bed was uncomfortable
Our stay at The Sanderson was perfect from start to finish. I called ahead to let them know that we were coming to stay for my boyfriend's birthday. From upgrading us to a huge, gorgeous room to delivering balloons, flowers, candles, and birthday treats, they truly went above and beyond to make it an amazing weekend. We can't wait for our next visit!
The bar, this was very busy and fun place to be
General location was very good.Cleanliness was good No bar to have a drink with children over 18 had to be 21.Bar staff rude and ignorant.However, Bar manager was very considerate.Very trendy which was nice but thats where it ends i'm afraid. Would not book again.
The location was great. Room beautiful but things like complimentry water in the rooms, toilet paper too much of a production. Restaurant staff and front door/desk/concierge great. Gym staff unfriendly and unhelpful. Great gym tho. See above.
I like the desing and the location
rooms, lobby location from center
The servIce from the staff is among the best I have experienced!
Great hotel, friendly and helpful staff, clean, well organized, big and comfortable halls, good security, good food, and excellent service. Limited television satellite news channels (no CNN), limited television capabilities or a little bit difficult to find channels especially when one press button number 1. It doesn't recognize the difference between 1 and 11. Also it wasn't easy to find local BBC channels. No channel paper list in the room .
Ease of getting in to central london via LUL slow service
The Executive room was fabulous, very spacious and large. No
Location, cleanliness Hard bed, unfriendly staff
good and nice concierge, quite charming atmosphere overall stains on the linen
Room lovely not easy to use safe in room
the room was very clean and the tea garden is impressive the decoration of the rooms are very old also no cattle in the room , tv also very old style
the rooms was large and comfort
A beautiful hotel with a lovely atrium, we were offerred an upgrade when we arrived to a larger executive room. It was lovely with a views over the atrium and restaurant. It would have been nice to have had a window open for some fresh air..the double french doors were both locked. We did have difficulty with no hot water in the evening but this was dealt with very promptly and to our great satisfaction,
Good location Small rooms with tiny bathrooms - adequate for a single traveler on business with no luggage but not a Five star hotel and nothing like the pictures on the website.
Good quality fitments Small room
The staff are extremely helpful and location is excellent. The television selection is poor and internet costs far too much.
Helpful and friendly staff.
The room was a good size, nicely decorated, clean. Facilites included TV, stereo, air conditioning which is very important. Bathroom clean with nice toiletries.
The staff were absolutely first class from the moment we walked through the door from the booking in people at reception, the bar staff and chambermaids.excellent No complaints
Staff was very nice and helpful. The swimming pool is big, facilities are clean. The room was not big but sufficient for a familly with 2 kids. The bathroom was clean, with a bathtube but the w.c. inside.The breakfast was delicious, but a bit expensive. A pity that the swimming pool has restricted hours for kids when you have kids but it must be appreciated for those who have not.
The staff were friendly and helpful. The room was clean and comfortable with tea and coffee making facilities. The bathroom was very small but that didn't really bother us. Despite the double glazing and being on the ninth floor, we heard the noise of the traffic all night.
Location of hotel was fairly near the tube station and other faciltites nearby When I checked inot the hotel, I had to wait a long time whilst they were checking my booking.I Needed an extra bed and they offered to upgrade me to a family suite afor another 103.50pounds. They then charged me 724.50 for the 3 nights stay.I Realised later that they had overcharged me by 10 pounds because the original booking was 611 pounds. When I queried them the next day,I had to go through 2 other staff before they refunded me 10 pounds overcharge. I hope I have not been billed twice ie once by my initial booking through your website and then by the Grange Holborn hotel.
Staff were very friendly and prompt Room was noisy being on the main road at a junction. I think if two people had been in the room there would have been a lack of space around the bed area as it was a funny shaped room.
The location of the hotel is unique!!! The room was spacious but the bathroom small and old style.
central and comfortable
Location Prefer seperate shower
Breakfast is amazing
although i had to move rooms twice because of a tv/internet that didn't work, the staff was very open to helping me get a comfortable room.
Perfect location, helpful and qualified staff. Rooms smaller than expected.
I have stayed there on a few occaisions and have always had excellent service and been made to feel like a valued person
Location is exellent. The room was extremely small and outdated. I stayed in the hotel many times before and always made the bookings directly with the hotel, the rooms I received were much better. I left the hotel under the impression that I've received a bad room because of my booking through booking.com. Perhaps the rate was good but "there is no free lunch".
Service They put a service charge on everything.... even in the bar
the hotel was a little bit special and everything was very well done. the location for oxford street, and picadilly was excellent and within walking distance for convent garden. could have done with teaa making facilities in the room having said that we ordered tea for two via room service which was much nicer than a tea bag in a cup! but expensive.
The basement room and the reception the broken shower that was only partly repaired
The communication of the hotel staff was excellent, they were all very proffessional. My compliments to all of them.
Very hospitable staff. Room very cosy. Breakfast room very clean and breakfast very good value. None
hotel was quaint...nicely decorated, good location, staff helpful and friendly, location (when staying in room on the front of the hotel) was very noisy, room was very hot....temperature not adjustable..
It was pretty close to most tourist attractions. Staff at times can be uncoperative.
Great location for museums and shopping. Comfortable but small room.
Decor and ambience - a very Victorian feel. There was nothing we deidn't like.
the vacum cleanin of the carpet was very bad
The hotel is very clean and the staff are friendly and efficient. It is located in an excellent position, especially if you are visiting London to see the sights. No.
have a good location and staff more helpful
Staff were nice and cooperative Rooms were very small for the price. Toilets did not have shower cubicles so the water was all on the floor fro the shower
location is good building is old and smells ,room was ok .
Great value for money, just a short walk from Paddington Station Basement room was a little noisy in the morning.
The good location just withen walking distance from paddington station and the free internet Just like every other hotel in london the room size and the bathroom size is unbeleivably small even that I stayed in a suit ( as they told me it was ) but the suit size was just too small that it makes you either cry or laugh !! it was a tiny room that shoudnt be called a suit !!
location near paddington station, easy access to transportation, and walking distance from oxford street. very little fresh air in the room.the room was so small that you do not want to spend any time apart from sleeping in the room.
The location was perfect The room was very small, breakfast was disorganised.
Rooms are quite small but you do benefit from the availability of a microwave and fridge so great if you dont fancy going out to eat all alone
Location is perfect !
Location is the only acceptable aspect of this hotel Understaffed. Poor room design.
The proximity to Hide Park and Lancaster gate station was a plus, the neighborhood was also quite ok. The room was extremely tight (this was supposed to be a suite). It was so small that I had to take turns with my wife to move around the room.
High level of service from well presented staff, comfortable accomodation and welcoming coffee louunge. Noisy baby (unregistered) through thin walls in the next room. Your staff were helpful and accomodating
I found the atmosphere at the Andaz to be very pleasant & relaxing. The majority of the staff were very convivial, efficient & well mannered. They couldn't do enough for you; particularly Sari in 1901 & the "head waiter" in Eastway on the Sat morning. We will definitely bereturning at some point.
The staff were very courteous and helpful. The interior is definitely a sight to see. The location was excellent. The free Wifi Internet service was poor, and there was no Internet service when hooked up directly to an ethernet cable.
Perfect location. Quiet. Excellent breakfast Restaurant closed at 4 pm
Central to Liverpool Street Station and central to London
Fantastic best hotel in london
Geografic Situation near Train Station. Loudness of air condition
The hotel was very modern and current which I liked and the staff were superb - very polite and couldn't do enought for me. Check in procedure - seemed a bit unorganised with the laptops and no real check in desk. The computers also kept breaking so staff had to go to a seperate room to activate room keys etc. Would prefer a traditional check in desk system.
excellent restaurant! highest quality Breakfastbuffet ever! great gym/spa stylish
easy check-in, nice rooms terrible, over priced food... £20 for a sandwich! Also woken-up four times by the housekeeper in the morning.
Complained about my stay ? No reply to date ?
The best part of the hotel was it's location. It is located in a great part of London, a very busy part of London. The staff was pretty nice and there were always around to help. Well the worst part of the place was probably the size of the room and the bed. I knew my room would be tiny but for the price I paid it was crazy. The room could barely fit your luggage and yourself. A constant maneuvering around everything. The bed was the worst bed I have ever slept in. Want to know what it is like to sleep on a rock or the ground? Well come to this hotel to find out. This bed was so stiff I would wake up every morning in some sort of back pain. It was ridiculous that this is possible in a modern hotel. It's a budget hotel but seriously just get a slightly softer bed as this was ludicrous.
Terrific location. Knowledgeable and friendly staff. cool, funky vibe. small room (which I liked) The cool location also meant that it was occasionally hard to sleep it night with the noise from the busy street
Location Location Location. Being in the center of town, I had the ability to stop off at Hotel Z to drop off bags, freshen up, take a break before moving on to next neighborhood on my itinerary. Tube stop directly to Heathrow a couple of blocks away made arriving and departing soooo easy. Staff was very friendly and attentive. Room was modern, quiet and clean. DEFINITELY plan on staying again. While I knew I had booked the smallest room, and was happy with it overall, the in ability to open a window for fresh air was a little frustrating. Issues with the a/c were promptly addressed, although an open window would of been a better solution. It was only because my stay was for 5 nights that this bothered me. Next visit I'll book a larger room with an open window. :-)
The location was perfect for us. We were taking a weekend break to go to the theatre and shopping. We could walk out of the hotel straight onto the street surrounded by everything we wanted. We were amazed by the excellent use of space within the hotel. It was very compact but well thought through and comfortable. The staff were very polite and helpful. The complimentary wine and cheese was a big plus for us too. We would recommend this hotel to anyone who wants location in the West End. A little noisy from the street at night but didn't matter too much as it was a leisure break and not business.
Cleanliness Dvd equipment in room innoperable asked to be rectified staff could not repair.
Not enough choices of restaurents for a 5 star hotel
Comfort. Location. Hotel of this standard and at the rate we paid per night, very strange that there was a charge for internet??? Did not receive the newspaper a single day, although promised by Reception.
Love love love this place. It is the best service
staff is generally young or new (which is fine with me) but lacks some experience.
The renovation work is fantastic and reminds me of true english culture.
Check in & check out is very slow. Many staff seem to be trainees. Check in is poor for a high class hotel.
The location, the club lounge and the bed The room is very small for an executive room.
The room was particularly nice, very comfortable and homely.
walkin in the hyde park the receptionst telling me I had no booking. iI gave her my name twice.
great Christmas decorations...but too many of them. rooms are dated...particularly bathrooms.
comfortable beds. big spacious rooms. clean bathroom. newly decorated. noisy heater/air con. why can't there just be radiators?
Super hotel. Very pleasant staff. Like an oase in middel of busy city. Would like frigde in family rooms. Relaxed atmosphere. Helpful. Beautiful hotel, boys think it is oldfashioned, but I find that charming.
Helpfull stuff, good location, nice views, proximity to Westminster Abbey, Big Ben and London Eye, comfortable beds. The hotel is very tired and old fashioned, a little gloomy, small rooms, endless corridors, we had to walk to our room from the elevator like 400 meters.
close to all the things London has to offer spa pool and surrounds should be renovated
I loved the room and the facilities, the food and service was excellent and I would stay at the hotel again. The staff especially were very friendly and helpful.
I loved the location of the hotel!! We didn't realize that our view would be Big Ben, House of Parliment, Westminster Abbey and the London Eye. We were central to many of the attractions which made planning convienent (we only had to walk 5 mins for all of the above attractions and 10 mins for Buckingham Palace). We were also within walking distance to the tube, which was also easy to use:) I also loved the Concierge and Reception. They were all knowledgeable and helpful in assistancing us if needed. I was disappointed that the Spa and pool were not up to Marriot standards. I have stayed at several and when there was 'down time' I could count on being able to entertain the children in the pool area. The pool was small and the children were constantly in the way of those doing laps. Also, I did not see the whirlpool, even though it was listed as having one. Finally, the breakfast was great but expensive (20 pounds) considering that just around the corner in the same building, another hotel had the same breakfast for 7 pounds.
It was very peacefull great place to relax no
Staff was polite, restaurant staff excellent, the room was confortable and quiet. The room given on the first night was not corresponding to the family room booked on your site. Booking com was blaimed by the Hotel for this situation. We were moved to a more appropriate room for the next night. Checking at the reception is a slow process and a lot of time was lost in sorting out the confusion about the room
The staff was great. Rooms were spacious. Luxurious. Location was amazing. I loved it.
All the staff were extremely polite and helpful. The room was generous in size, certainly for London.
The location, comfort and ambience were second to none. The restaurant and bar staff do not appear to be trained at all - service was extremely poor and not in keeping wwith a 5 star hotel
The location within the city was excellent. great views of the Tower and Bridge. Staff were very helpful and polite. I did expect a little more from its 5 star rating. the beds were not turned down at night and some items I ordered as room service were not cleared away until we checked out
The location is steps away from Tower Bridge, Tower of London and the tube. The staff was friendly and professional. Property was clean. Service to the room was done well and timely. With London just outside the door, we did not eat at the hotel. Did have a drink and everything was fine. We were there for a four night stay so I thought we should have had a better view from the room but since we were out early and back late, I guess it did not matter as much with this stay. I would stay here again. Not much to dislike. It was a nice stay.
The hotel was in an ideal location for our recent trip to London.
The rooms were perfect with a gorgeous view, and the staff couldn't have been nicer. Highly recommend
Lovely hotel, Top location especially for Tower of London etc....right next door Pool and sauna/spa/steam room outstanding Tube closed for engineering works happens regularly on the weekend nearest tube is Bank £6 in cab. Also the hotel blocked £150 on my card and then took the £100 room fee but still have not unblocked the £150 deposit. Poor
I asked for late checkout which was agreed and then a call to remind me one hour before. The call did not come and I was charged for an extra hour!
The staff were pleasant and it was nice to have access to a pool Pool could have been open longer hours and spa services were prohibitively high in price
Pleasant room Our room didnt have a particularly nice view.. Outlook underground/tube train. Room was quite small compared to usual double rooms which we have stayed in.
Excellent value for money. I requested some extras as a surprise for my fiance's birthday and everything was dealt with perfectly by customer services at the hotel. We were also offered an upgrade to an executive room for only £30 and had a fab view of the Tower of London. None
Clean hotel, good facilities, nice rooms, good shower, upgraded for free upon arrival. Check in felt a little like they were still trying to "sell" something to you despite you already having booked the hotel.
One of the few hotels that actually had a pool and sauna etc. The view, unlike the website pictures I got the view of a building and railway line. I then learned that I had booked a standard room and not executive.
Great location for financial district and public transportation! The staff was helpful, especially when I arrived early morning for meetings.
Clean,tidy,pleasant staff Bar drinks highly expensive in hotel....noise form entertainment area above our room was too much for our liking with chairs being dragged across the floors at late hours
Location is just perfect, clean room The room is far too small for its price. Breakfast is poor.
I liked the rooftop bar. The friendliness of staff. and the champagne cocktails.
Great location. Good service. Brilliant rooftop bar.
This little jewel of a hotel is Soho chic. I can't say enough good things about it! It is perfectly located, priced under similar hotels, small enough to be personal but large enough to have a really exceptional restaurant and rooftop bar that appeared to have a London insider following. I say it is the best kept secret in London & would recommend it to anyone! Absolutely nothing!
This was an amazing modern hotel that I had a really good young vibe but also took really good care of my husband and I and her 16-month-old child. They be provided a travel cot with a goose down blanket and the staff was very pleasant with him especially in the restaurant/lounge. Service was excellent the only downfall was it took the kitchen longer than normal to get food out in the restaurant.
I did like the complimentary promotional products. I changed the room when I checked in So that my nephews would have a seperate room. The room (450) had cigerette burns in the carpet and smelt of smoke especially the curtains- I am not a smoker.
The hotel is very good, and worthed for the amout of money
Partial view of the river room was given when we expected a blocked view one due to the special rate booked which made us quite happy. Some items were missing like pan and cutting knive when we arrived but was quickly replaced when we asked from the housekeeping. tv in the living room was not working but was quickly repaired. The hotel was very gracious with welcome basket of cereals, mineral waters, chocolate bar, and jam. Two bottles of free mineral water everyday. Beds were made every night with chocolate given. Free wi-fi internet in the room as well as in all areas in the hotel and free access for computer use in business center were very convenient. Vauxhall underground station could be reched within 5- 10 min. We were very satisfied
very nice hotel , the staff are all wonderful and helpful. very close to the eye of London, the nearest tube ( vauxhaull) is five minutes walk, the bus stop is at the hotel entrance.all and all this hotel is a five star with good value for your money.
Staff were very helpful and friendly. When my husband left his mobile in the taxi, they arranged to have it returned in about 2 hours. On request, they also gave us a view of Westminster and changed our original room. The room cleaning and servicing was a little erratic. Sometimes different things were not replaced, such as dishwashing tablets, but as soon as housekeeping was contacted, missing items were brought to the room straight away.
From the moment you walk through the door you are treated like royalty - my only disappointment was that I was only staying the one night - suites superb, staff warm, friendly and very helpful - unlike the obnoxious staff that I have encountered at other 5 star hotels Nothing - everything fantastic
excellent staff, and service. The chino latino restaurant is very good, the chef deserves the honor.
We were upgraded to a 2 bedroom suite with a river view- fantastic! It was quite far from the tube
Upgraded to larger room - very comfortable room Remote from tube and difficult to get taxi
comfort and location The airconditioning was not working in the first room and I had to insist on moving before being moved to an apartment where the TV was not working!
the room made you feel very relaxed and the hotel was kept very clean. the location was perfect for everything we needed.
Very nice hotel well worth £25 extra for a great veiw of River and Westminster nice room great bathroom nice freindly Bar. Staff were great
location volume of noise of air conditioning and the efficiency of it
Remote to TV etc. didn't work. Wall picture falling off, couldn'y get a cup of coffee at 9.30 (machine being serviced
The location of the hotel and great value for money.The room was very comfortable with a well equipped bathroom. There were several holes in the bed sheets (lack of attention to detail)!
Due to front renovation no proper sign boards kept. Found it difficult to reach on the first day.
Fantastic hotel, staff very friendly
i asked staff to show me the where the stairs were as i do not like treveling in lifts, they said that there were no stairs for guests,although we were pleased with everything that you hotel has to offer including the comfort and clenliness of the rooms i will not choose to stay at your hotel in the future.can you please reply to this comment at your earliest convenience
The staff are very welcoming. The breakfast is very good and fresh. Our room was very comfortable and the bathroom very modern and stylish.
the staff the beds were uncomfortable
excellent check in and check out by staff dirty hallways, staff forgetting out tea or coffee each morning at breakfast
loacation close to wimbledon room was supposed to be superior but tiny
Staff were exceptionally helpful and friendly and accomodated an early check in.Especially like to mention Andrea Doyle who showed a great deal of empathy and was agreat ambassador for the hotel. Room was small, you could hardly get past the bed, staircase still not finished which detracted from otherwise luxurious feel to the hotel. Not sure you could desribe it as a superior double !
Everything. Our stay was great, as was the room. Would definitely stay there again.
very nice hotel in a great area. the reception staff is fantastic a bit less the service employees. all in all good place
The location for sightseeing, the facilities and the staff of the hotel were excellent. The costs to stay were also very reasonable. I reccomend this hotel to stay.
The spaciousness of the lobby.Not stuffy! The problem was they had no booking from us,checked everything!They solved it and gave us a room for the price agreed.
V nice hotel, attentive staff. Room too small, had to ask several times to have safe fixed, extra blanket provided and light bulb replaced. Reception desk not v well- manned (often empty).
clean room, facilities good, breakfast v.good if little expensive .service quick efficient good location room small bit cramped
very nice design hotel, comfy lobby & rooms showergel / shampoo weren't filled up after user