We just sent four nights at this Startwood property. Best thing: the location next to Hyde Park within easy walking distance of Buckingham Palace and Kensington Palace and inexpensive cab or tube rides to most other tourist sites and businesses in central London. The hotel is close to the Green Park tube stop which means a straight shot from Heathrow Airport without changing trains which saves a lot of money over either a taxi or express train to Paddington station.

Second best quality of property: beautiful public areas -- make sure you have drinks or dessert in the main bar\lounge area with it's over-stuffed couches and chairs, marble columns and deep wood paneling. The afternoon tea is superb as well.

The one down side are the rooms which, frankly, have cheap furniture and not much character. They just generally do not live up to the public areas though they were clean and reasonably quiet even on the 2nd floor where we stayed.

As just about always with Starwood properties, the staff were attentive, friendly and helpful. The head concierge, Stuart, was especially helpful on several occasions -- both knowledgeable and willing to go the extra mile. However, the other concierge staff did make mistakes -- not telling us that the big flea market on Nottinghill was on SATURDAY and not SUNDAY and not knowing anything at all about the Jane Austen home and museum in Chawton.

I stayed one night in September with my partner. I use an electric wheelchair. I had booked on-line and there had been a problem with my booking, which was sorted out when I complained by email. I will therefore not mention it here, particularly since the manager Kieran Queen made amends with an apology card, champagne and chocolates sent to our room, shortly after our arrival. I was asked to withdraw my review here, so I did so shortly after arrival.

On arrival, I told the receptionist that we intended to go to the Palm Court bar that evening for a drink, and asked her to check that the stair-lift was in working order, as I wanted to have a pleasant time and not be further upset by bad arrangements for my wheelchair. She assured me it was. I asked her to try the stair-lift (we were only a few metres from it). She assured me this would not be necessary as it was in perfect working order.

That evening we went out. The entrance for the hotel is on Brick Road, at the back of the hotel. It is a narrow one-way street which acts as delivery entrance for several businesses. Most of it has no side-walk on the hotel side. On the other side the pavement is very narrow, with frequent car entrances and inadequate gradients for a wheelchair.

There is a taxi rank, which means taxis block the side of the road nearest the buildings. I was forced to drive my wheelchair along the middle of the narrow road. It was still day-light so I was very visible and although it made me wary, I wasn´t feeling in any danger. However, when I returned it was night, street lighting was poor and there were many cars using it as a short-cut and driving quite quickly. I had asked my companion to go in through the Palm bar to find us a table suitable for my wheelchair. I was in danger of being run over by a car, they were coming up behind me in the dark, and once i turned into Brick Road it was even more unsafe as being beyond the sharp bend, they would not see me until they were upon me. The ground was uneven and I could not go so fast. It really was frightening and dangerous.

When I got to the hotel, I went through the back lobby to the Palm bar. A member of staff from the entrance area went with me and opened the double doors. Then he went to find someone to operate the lift. I got in and we quickly found out it wasn´t working. I couldn´t go down and the safety bar would not lift to let me out either. To cut short 20 mins, of waiting, eventually I went down in it, a short and jerky ride. Meanwhile my partner, who was waiting to celebrate a personal special occasion with me, was standing anxiously at the bottom of the steps. I was fuming, particularly because I had done my best to avoid having more unpleasantness that could spoil our stay. Later, we again had a difficult time and long wait to get me up the stairs again. The staff at the bar were brilliant... specially the young Brazilian-Italian waiter, lovely guy and excellent training.

The hotel was let down by poor maintenance of disability equipment and the receptionist who basically lied to me instead of trying out the equipment in advance.

Now, Mr Kieran, I note you read these reviews, so I say directly to you: the person at the helm is in charge of safety.

Faulty equipment which carries disabled people can cause dangerous accidents and lasting harm.

Access via a dangerous badly lit back service access is also an accident waiting to happen, one much more dangerous than the faulty equipment inside. A potentially fatal accident. Which is why I am writing this review some weeks later, because the thought has stayed with me, that some other disabled person can have a very bad accident while following instructions to enter via Brick Road in the evening or at night.

Except for one person, your staff are exceedingly polite and genuinely welcoming. I cut down points because the one who did behave badly caused me a very uncomfortable half hour and spoiled a special occasion for my guest as well as for me.

If access via the front entrance were allowed for wheelchair users, I would be glad to visit again. If you would like (free) well-informed technical advice on disabled access for the hotel, do contact me.

What a great historic hotel! We stayed at the hotel for a special occasion and the staff took amazing care of us! Everyone was so friendly and helpful, from recommendations for great local restaurants, to pointers on the good tourists attractions as well as local sights, to most importantly for Americans in London, good directions. Everyone on staff was eager to please. This is a historic property and well maintained, but if you are looking for ultra modern, the charm and grace of this hotel will be lost on you. As tourists, we couldn't have been happier; we were close to Green Park station which has three lines, enabling us to travel quickly through the City either direct or with only one change. Best bonus: taking the Piccadilly line to and from the airport! We were also walking distance (twenty minutes or less) from great must sees like Piccadilly Circus, Leicester Square, Buckingham Palace, Westminster, and the London Eye. I would highly recommend that if you are staying for an extended period to upgrade to a junior suite, it is well appointment, has a great soaking tub, and beautiful views. A special thank you to Roman Husock at Reception who gave us a great welcome experience and wonderful suggestions.

Great Location and nice public areas (restaurant, bar) the staff is very helpful, the downside is the rooms are a little quaint and dated but the beds are very comfortable and it is overally a great price for the quality of the location, room service is not very expensive neither is the Citrus restaurant.