There are not enough stars in the Tripadvisor rating system to express the excellent customer service that I received at this hotel during a recent stay. I’ve stayed at many great hotels all over the world (Shangri-La, Raffles, The Four Seasons, Monasterio, etc.) but have never, ever experienced this level of care and customer service excellence.
Right after you book, the hotel sends you a questionnaire, in which you can request a special pillow from a very extensive menu (e.g., foam/feather, aromatherapy, triangular?, many others), book spa treatments, make restaurant reservations, and make other requests (e.g., a free yoga mat and DVD, an exercise bike brought to your room!). I asked for the yoga mat and DVD and for the bike, and both were waiting for me when I arrived. There was also a personal note from the manager and a platter of mini desserts, as well as olives/lemon/lime and ice. (The hotel apparently offers guests complimentary champagne on arrival, but I don’t drink, so I got tea and water.) The room itself, while not large, was very comfortable and the bathroom had all the amenities.
The turndown service included a hot water bottle placed in the bed!!! I’ve never had that done and I found it totally delightful. Somehow, it stayed warm through the night. I am always cold so this was such a great touch! The bed, the pillows, the linens, and the bathrobe (absorbent terry on the inside, smooth velour-type fabric on the outside) were of high quality. I planned to buy some linens for my house, but time got away from me and I had to catch a train. Next time!
The hotel itself is really cool. It’s a small boutique hotel in a great location (right next to the Buckingham Palace). I loved the décor and the bowls of red delicious apples everywhere (several hotels do that and I think it’s great – everyone loves fruit!). The executive lounge with the library and the fireplace is gorgeous. I spent one evening there sitting by the fireplace, with relaxing music playing in the background. They have this ‘plunder the pantry’ thing where from 8:30 pm to 1 am guests can help themselves to cold cuts, water, ice cream, and a variety of other foods. Other types of foods are available in the executive lounge before 8:30. Breakfast is also served in the executive lounge. There is an extensive selection of continental offerings (several varieties of fruit, granola, yogurt, breads, muesli pots, smoked fish and cheeses, etc.) I opted for a hot breakfast and had smoked haddock (or maybe halibut?) and soft boiled eggs. The eggs were cooked perfectly and were of excellent quality (the yolks were deep yellow!) and the fish was hot smoked (and served hot), a generous portion, and very tasty.
The most important distinguishing feature of this hotel, however, is the unbelievable team that runs it. Lauren, the resident manager, went above and beyond to make sure I had everything I needed. The team even cheerfully (and at no charge) delivered something for me to a colleague’s office nearby on short notice. They really made my stay and I am planning to return at the end of February for a week-end stay. This hotel absolutely deserves its high rankings. All hotels should aspire to this level of customer service. Thanks again to the team (Lauren, Remus, and others) for a great stay!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.