I normally stay at a nearby St James Hotel but thought would try something different for a change as the reviews of the Dukes Hotel seemed fantastic. While the bar is indeed great, with delicious drinks and lovely service, the rest of my hotel experience was terrible. My main issue is that when I came into the room, I turned off air conditioning -- it's February after all -- as it was making a relatively loud buzzing noise. A mistake, as I woke up in the middle of the night with the cold breeze on my face and shivering underneath the blanket. This has never happened to me although I travel to London about once a week. Note the hotel does not have normal duvets but a blanket of the sort one gets at a mediocre hotel, except white rather than brown in colour. Turning air conditioning on was not an option for me due to the noise and the srong air flow so I have asked for another blanket which was indeed quickly delivered.
The rooms are indeed smallish, which is normally not an issue for me provided they are nicely decorated to a certain standard (as for example at St James's Hotel mentioned above). This is not the case at Dukes where the decorations include flimsy tables, decoration features which look unfinished (a white plank which I am sure was intended to reach the headboard but did not), minimal storage space, etc.
The bed was extremely hard, which I noticed already when reading a book in bed and feeling various body parts go numb. I have a hard bed at home but this felt like sleeping on hard boards.
The stuff were indeed very friendly, but then I had to produce a confirmation of reservation several times to various people at reception to prove that breakfast was included which somehow was not noted in the hotel's database.
Perhaps it was just a particular room but I am going back to St James's and recommend everyone else to do the same.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Thank you for your review. I am very sorry and extremely disappointed that we were not able to meet your expectations when you recently joined us at DUKES LONDON I want you to know that our objective is simply to provide warm, professional and friendly service, ensuring we do all in our power to give our guests an experience that is enjoyable. If at any point during your stay you had mentioned that your sleep was disrupted we would have been more than willing to offer you another room type in another part of the hotel with a lovely duvet instead of blankets and organize an alternative heating method.
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As a direct result Emilie Polastron (email@example.com), the Operations Manager would very much like to discuss your experience with you directly and rectify any issues you may have.
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Assuring you of our best attention at all times.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.