Myself, mother and daughter stopped at this hotel on 25th August. We had choose it as our base due to its proximity to the palace and it can't be faulted on the location. We arrived at the hotel at 11am and although our room wasn't ready, which we didn't expect given how early we were, we were able to check in and leave our bags. When returning to the hotel later and going to our room we were immediately met with the ominous clunking noise that could only be a lift. I was immediately on the phone to reception to query, seen as we had a child with us and didn't relish the idea of a sleepless night, and was advised it only was only a service lift and the hours it would operate would be 8am-4pm. I accepted this but was displeased that. a. /We weren't advised of this when either booking the room or checking in b./ that there was no apology or solution provided upon the phone call. I also asked for drink facilities to be sent to the room as it was only sent out for two despite three being on our booking. Very shortly after, to their credit, we were brought a glass but no hot drink cup or extra milk, tea bags extra. When asking for this the porter then decided to argue with me and tell me we were in a double room for two people. I advised we were in a family room as per our booking and he then stropped off to get the further supplies while barking at me to stay at the door. That same evening we were going to a show and asked the gentleman at reception to order us a taxi. After telling us he'd got no concierge he mumbled at us and told us to wait outside. Fifteen minutes later he appeared outside and asked if we'd not flagged one down yet! Clearly he'd sent us out to find our own taxi but explaining that to us was obviously too much to expect. When we returned to the hotel later that evening I asked at reception whether there should be water in our room as we hadn't . Again I had a battle with a 'it will be there' 'no its not' exchange then reluctantly he said he'd send some up, when he's got a concierge of course , but no attempt to find out which room I was in. I offered this information and he made a half hearted effort to write it but needless to say the water never materialised . Breakfast was the only saving grace. Buffet style, good selection and all fresh and tasty. I'd say save your pennies and pay the extra for a better quality hotel. Highly recommend chesterfield Mayfair where we took afternoon tea.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dear reviewer, Thank you for taking the time to give the hotel feedback with regards to your recent visit to the hotel, I have to say I was extremely disappointed to read that you have had a poor stay with us and the fact there are certain elements of your stay that could have been corrected quiet easily whilst you were staying with us.
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The hotel prides itself on offering the best possible service standards and this is reflected in a vast number of trip advisor feedback reports, on this occasion we clearly missed some basic service standards and for this I apologise
We like everybody to have the very best of stays and service, we would really appreciate the opportunity of changing your view sometime in the future.
Please feel free to contact our customer service department with regards to any future visit to London as we would be more than happy to offer the best possible rate at any of our 10 Thistle London hotels as a way of apology
Steve Cane & team
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.