I gave a lift to my elderly parents to this hotel and stayed with them for some hours. They were staying for one night prior to boarding an early Eurostar train the next morning from St Pancras. My concerns about the hotel -
1. Some days ago my father rang the hotel to ask how he would get from the hotel to the station - as an elderly gentleman with reduced mobility he wanted to know precisely how he could achieve this. The receptionist he spoke with clearly did not have a clue and spoke to him vaguely about St. Pancras being nearby and, after a delay, being 0.4 miles away. This information, I suggest, she looked up on a computer. In fact, when we got to the hotel, we discovered that the reception is located in what used to be a street right outside the old station. Just behind reception, emblazoned three times in the stone wall, it said "Booking Office". This was the old St Pancras booking office and has now been converted into a bar. A walk through this bar takes you to the station. How could a receptionist of this hotel not know that the answer to my father's enquiry was, "Oh the station is 50 feet from where I am standing Sir". A quick familiarisation tour prior to her first shift would have informed her of this. Even their website says - "Stop for refreshment in our 5-star London hotel’s Booking Office, the former ticket hall adjoining St Pancras Station & picture the drama of departures and arrivals." Very poor reflection of management and training I'm afraid.
2. My father asked the same receptionist about booking a reservation in the hotel restaurant. The receptionist obviously tried her best but was unable to achieve this. She had the courtesy to ring my father back but was still unable to contact the restaurant. Words fail me how a prestigious hotel was unable to book a reservation for my father in its’ own restaurant. However, worse was to follow. When my parents checked in on the afternoon of 20/9/13 he spoke to the receptionist there about booking a restaurant reservation for 6.30. She said she would organise that and contact my parents in their room about it. No phone call was received, or message left for my parents. Again, very poor.
3. The telephone system in my parents room did not appear to work. Certainly my father and I struggled to make it work and either "0" did not get through to reception or the call wasn't answered.
4. Despite looking high and low my parents and I could not find any information in the room about the hotel and it's services. There was a beautiful illustrated book about the history of the hotel, some writing paper and room service tariffs but no actual book or similar about the hotel. In all the years of staying in hotels this is an absolute first. And in a 5 star hotel!
5. A minor point but my parents and I had tea in the hotel lobby - three English Breakfast. We had three individual pots with loose leaved tea. It had a very nice flavour but was one of the weakest teas I have ever been served in my life. To quote Wikepedia - "English breakfast tea is a black tea blend usually described as full-bodied, robust, and/or rich, and blended to go well with milk and sugar, in a style traditionally associated with a hearty English breakfast." Not even close. And at £4.50 each plus 12.5% service I think they could have done much better like doubling the amount of tea leaves and leaving a pot of hot water for guests to water it down if that is their preference.
In summary, St Pancras Renaissance is one of the most stunning hotels I have ever seen. When we did eat in the Gilbert Scott Restaurant (after booking our table by turning up in person) the meal was superb. All the staff were polite and trying to help. However, due to management and training issues, I think the hotel let itself down in some, mainly communication areas. This would not be ideal in a 2 star hotel but in a 5 star, very expensive, hotel it is simply not, in my opinion acceptable. So, overall, I have to give this an average rating.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.