I stayed at the Park grand the night of Tuesday 17th 2009. I booked a Cleveland Club Room with full facilities, or so I thought. I paid £119.00 for the room through Easy to Book, but checked the description of the room on your their own web site.
The Hotel is set in a quiet square, although with no sign outside the Hotel, it was difficult to find. Once through the automatic door I was confronted with two young Porters who ignored me and carried on their private conversation. I approached the reception, where there were 3 receptionists on duty. They all looked up as I approached and I was looked at, as if I should not be coming through their door. I was not greeted by any of them. I had to stand in the middle of reception and say to all of them, I have a reservation. Check in was not OK, I did not have to pay any kind of room deposit but also I was not shown the room, which in this hotel should be a must....more later. I was not told what time or where breakfast was served. I was not told about the Club Room or where it was. The receptionist, was very unfriendly, but he was too busy talking to the Head of House Keeping while he checked me in. She was being informed about a customer complaint, that a room needed to be serviced, very unprofessional to ignore a guest whilst talking about a complaint. I was not welcomed to the Hotel in any way. I was not offered a wake up call nor a newspaper. Simply put, the things a hotel usually offers was not afforded me at this so called 5 star Hotel.
The room should have contained a "This spacious room offers a comfortable sitting area with a lush sofa and coffee table." There was no sofa nor coffee table. I chose this room for these 2 things, as I had a lot of paperwork to do in the evening and wanted somewhere to sit. I had 2 hard chairs. I find this disgraceful. I bought a product that did not match their own description. I do not think this is fair. You cannot advertise something that does not exist. 626 did not have a sofa in it, nor a coffee table.
The web site also advertises "Pampering extras include daily fruit and mineral water, plush bathrobes and slippers, daily local newspaper". I did not have any mineral water, the tap water tasted foul and I most certainly did not have a newspaper. Once again the web site description DID NOT MEET REALITY. I also found no pens or paper, a must in a hotel, no instructions on how to use the phone and no directory on the services offered by the hotel. My room DID NOT HAVE WiFi, it had a wired connection, but receptionist told me it had wi fi. The cable was hidden in one of thoe crazy wall panels, that took me ages to find. Forget the wardrobes, as they are as thin as the LCD TV. You cannot use them. I never found the Club Room until check out, I was told that the free beverages do not exist, eventhough it is advertised on their web site. The the Club Room is a joke, some chairs a TV and a computer in a room the size of a bathroom. This is not a Club Room of the Hilton/Sheraton etc standard. Once again the web site is very misleading and wrong. This alone is a total disgrace!
I found the room very difficult at first to navigate. The wardrobes are in the walls, so is the desk hiding the Internet connection. I had no idea where they were. On booking in, I should be informed where things are in such a room. I should not have to press any and ever wall panel to find a wardrobe.
The bathroom, if you can call it that, was a tiny wet room, which wet everything in it, including the toilet paper and the bedroom carpet, as it was so small and the floor sloped at a strange angle, away from the plug. The overhead shower spray, is so close to the wall, you cannot stand underneath it because a tray has been position on the wall right underneath the shower head, brilliant bit of planning. This bathroom was designed by someone an idiot. It is the worst bathroom I have ever seen in any hotel.
The staff at breakfast were the most disinterested I have ever met in a London Hotel. I sat in the corner where a TV was above my head. Without asking, a serving staff put the TV on, quite loud, which disturbed my breakfast. Staff then stood around watching the TV. I was never asked if I wanted anymore coffee. Eventhough I went past two members of staff, no one said goodbye and thank you, they were too busy watching the TV.
On check out, I was dealt with by a young women, maybe French. She asked if all was OK. I tried to explain to her it was not, but she could not speak enough English to understand me. I simply gave up, trying to tell her what was wrong. The only other person on reception was the Asian man who had checked me in, so it was pointless telling him.
I find the description of the room on their web site, extremely misleading and wrong. I will be seeking rectification, as I was sold things that simply did not exist in my room. I am far from happy with the way I was treated. On booking I had requested another room for next Tuesday 24th. I do not wish to return to this Hotel and will be informing Trading Standards. My advice is simple, do not listen to the positive reviews, do not believe their web site, do not think this is a 5 star hotel. The only slight saving grace, I did not pay the rack rate of £300. I have stayed in better Hotels, more centrally located
I stay in London 3 to 4 times a month, and this is one Hotel that does not deserve my money. Be warned avoid avoid avoid!!!!!
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- Also Known As:
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- Park Grand London Paddington England