My last review for the Sherlock Holmes was some six years ago and I've been staying several times since, with some highs and lows. However, my latest stay was rather disappointing and can only lead me to confirm that first rating (I'd say intermediate stays had been average).
Room was alright (not one of the smallest, for once), with some space to work, if missing daylight a bit. I found the room, and the corridors, were getting a a bit tired, though.
Bathroom small and nothing special: it took over 30 seconds to get warm water from the shower (3rd floor) which is not exactly the best start in the morning. More worrying is that the room was really noisy: you could hear footsteps from above and noise from servicing staff in the morning.
Although I accept that things may go wrong sometimes, I took me over 90 minutes to get room service and not the one I ordered. I started with the speed dial room service, which was not working. Followed instructions in the service directory and dialled the restaurant/grill number to land on a 'service centre' which took my order. One hour later, no food, that's me calling back: they can't trace the order but it will be with me in 'minutes', which I find odd considering the preparation time expected from the dish. Minutes later I get delivered ... the drink, without the food. When I tried to explain things again, I got what normally makes me put hotels on a blacklist: an explanation of their working procedures! Sorry guys, I don't want to know that on the day you're getting delivered from 'Joe who' because your cook is off, or whether it's the bar rather than the restaurant cooking room service. I just don't want a lecture, I want my food! Minutes later, I get a phone call explaining me that my order is not available, so I order something else, which will arrive moments later and was frankly not very palatable for a supposedly healthy dish and looked more re-heated than cooked.
When asked at check-out whether my stay was alright, I mentioned the incident in the most neutral tone I could use, only to hear this amazing answer 'how come this happened?' - well, what about -you- tell me what went wrong? You could start a full inquiry: after all you are the 'Sherlock' ones ... All that at £198 per night, sorry but not good enough.
The only thing that prevented me from giving it a '1' rating is that they were able to get me a taxi in half a minute at check-out, with the guy actually moving outside to hail one.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Report response as inappropriate
Thank you for choosing to stay at the Park Plaza Sherlock Holmes Hotel London.
I am always grateful to receive comments and feedback from our guests as it enables me to consistently review our standards and improve our level of service.
With the regard to the issue you have mentioned, I totally understand the inconvenience and the frustration this might have caused to you.
Once again I would like to thank you for taking the time for bringing these issues to my attention.
Regarding to your future stays with us please do not hesitate to contact me directly by e-mail on firstname.lastname@example.org or telephone on your next visit to Sherlock and I will ensure to allocate a bedroom in a quiet area of the building with a VIP upgrade.
I do hope we have the opportunity in the future to show you improved service, and welcoming you back to the hotel.
Guest Relations Manager
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.