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“Great location, terrible service...” 2 of 5 stars
Review of Lancaster London

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Lancaster London
4.0 of 5 Hotel   |   Lancaster Terrace, London W2 2TY, England   |  
Hotel amenities
Ranked #200 of 1,065 Hotels in London
south east
Senior Reviewer
8 reviews 8 reviews
3 hotel reviews
Reviews in 4 cities Reviews in 4 cities
20 helpful votes 20 helpful votes
“Great location, terrible service...”
2 of 5 stars Reviewed January 4, 2009

Location is great but the service was some of the worst I have ever experienced - from being asked by a waitress at breakfast whether "I was really going to eat all that", being hurried out of breakfast and when friends joined our table being told they couldn't have place settings and would have to sit elsewhere (despite it the table being for at least 6) as they were trying to clear our table to ordering room service which never arrived, luggage not being delivered to the room.....

The attitude of all bar the managerial staff was poor. When we checked in, there was only one member of staff on reception and so we were kept waiting for about half an hour. Finally, the lifts are slow beyond belief so we regularly hiked up to the 14th floor.

These are just a few of the incidents we experienced in our 2 night stay!

All in all, a disappointing stay considering the room rate and location. I would warn anyone thinking of staying there to look elsewhere and only stay there if you are prepared for poor service where the staff appear to feel like they are doing the clientele a favour in doing their jobs. Having stayed at a hotel in Budapest just a few days previously, the contrast in service and manners was startling - Budapest hospitality wins on every level.

  • Liked — location
  • Disliked — poor service and staff attitude
  • Stayed January 2009, traveled with friends
    • 2 of 5 stars Value
    • 4 of 5 stars Location
    • 2 of 5 stars Check in / front desk
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 1 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Royal_Lancaster, Hotel Manager at Lancaster London, responded to this review, February 9, 2009
Thank you for taking the time and consideration to comment on your recent stay at The Royal Lancaster Hotel.

We take your comments very seriously, and would be grateful if you would be kind enough to contact me directly.

Our goal is Guest Delight and we would like to welcome you back to the Royal Lancaster and ensure your stay is a memorable one for all the right reasons.

Yours sincerely,
Andrew Batchelor
Hotel Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Rating summary
  • Location
    4.5 of 5 stars
  • Sleep Quality
    4.5 of 5 stars
  • Rooms
    4 of 5 stars
  • Service
    4.5 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4.5 of 5 stars
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Bracknell
Senior Contributor
41 reviews 41 reviews
35 hotel reviews
Reviews in 23 cities Reviews in 23 cities
44 helpful votes 44 helpful votes
3 of 5 stars Reviewed December 30, 2008

Stayed here for only one night and was out for most of the evening so I didn't really sample the general facilities of the hotel. It's in a nice location next to a large park and only a couple of minutes walk from Lancaster Gate underground rail station.

Reception was friendly even though I arrived before check-in time and they helpfully asked housekeeping to prioritise getting my room ready. I had pre-paid for the room and although as usual they still wanted my credit card they did not get cross (some do!) when I refused.

The hotel appears quite upmarket with lots of regal-looking marble and so on if you like that sort of thing. It's quite big but fairly deserted and it felt quite spooky when sitting completely on my own in some of their large public areas.

My room on 6th floor was very ordinary and small. I pretty much expected this for central London however. It was clean though and the bed was fairly comfortable; although the view was onto a main road there was not much noise either from traffic or other guests. There was the usual TV, coffee-making stuff, and hairdryer but that was about it.

Downsides were that I discovered about 2AM that the sink and bathtub did not work (water not draining away) but I was too tired to get it fixed and checking out the next morning anyway. Also I was careful to put "do not disturb" on the door but was woken TWICE first when they wanted to clean the room and then by a lady wanting to count the minibar.

A reasonable place to spend the night but that's all.

  • Liked — Clean, convenient location
  • Disliked — Plumbing
  • Stayed January 2009
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Check in / front desk
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
UK
Senior Reviewer
9 reviews 9 reviews
7 hotel reviews
Reviews in 8 cities Reviews in 8 cities
2 helpful votes 2 helpful votes
4 of 5 stars Reviewed December 29, 2008

Stayed at the Royal Lancaster Hotel for a short break end of December 2008. Great location overlooking Hyde Park and just a minutes walk from Lancaster Gate underground station.

Only downside, prices high in the bar. Also, English breakfast was to order and not buffet style. Apart from that would recommend.

  • Liked — Location
  • Disliked — Price of services in hotel.
  • Stayed December 2008, traveled with friends
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Check in / front desk
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
    • 4 of 5 stars Business service (e.g., internet access)
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Burbank, CA
Reviewer
4 reviews 4 reviews
4 hotel reviews
Reviews in 3 cities Reviews in 3 cities
6 helpful votes 6 helpful votes
5 of 5 stars Reviewed November 19, 2008

I made my booking thru the BA website. I travel to London about 4 times a year, and since the hotel I normally book was closed for renovations I was seeking a new hotel that would satisfy my business needs as well as personal. I usually stay in the Knightsbridge area, so being on the other side of the park was to be an experience.

The hotel was gracious and clean, and I enjoyed the standard room located at the very end of the hallway, which quietly (key!!) looks out over Sussex Gardens, and a stones throw from Paddington, where there are good restaurants, convenience stores, and the Heathrow Express. Having Hyde Park across the street is a wonderful benefit, right next to the Italian Gardens.

Breakfast was fine, and having a coffee maker in the room was an added bonus. Any calls made to housekeeping were promptly attended to.

I plan on visiting London in early December and have already booked my room at the Royal Lancaster...my new favorite.

  • Liked — Spacious, clean rooms
  • Disliked — nothing
  • Stayed July 2008, traveled solo
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Check in / front desk
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
    • 4 of 5 stars Business service (e.g., internet access)
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Billericay, United Kingdom
Senior Reviewer
7 reviews 7 reviews
6 hotel reviews
Reviews in 7 cities Reviews in 7 cities
15 helpful votes 15 helpful votes
4 of 5 stars Reviewed November 10, 2008

This was my second stay at the Royal Lancaster, and was every bit as enjoyable as the first.

The price of a stay is quite expensive, but you have to expect that being in London, most good quality hotels are.

As the hotel is a high rise building the views of London are breathtaking, if you are lucky enough to be on one of the top floors.

The rooms are comfortable and clean, and are provided with toilettries, robes and slippers.

Also the room had a mini-bar, flat screen Tv and tea making facilities.

The function I attended in the hotel was well run to every detail.
Looking forward to our next visit.

  • Stayed October 2008, traveled on business
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Check in / front desk
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
    • 4 of 5 stars Business service (e.g., internet access)
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Royal_Lancaster, Marketing & eCommerce Consultant at Lancaster London, responded to this review, November 18, 2008
Thank you so much for taking the time to write this review.

We do work hard to ensure that our rates are competitive when compared to other London hotels of a similar standard, thank you for appreciating that we do offer a great product for the price you pay.

We are delighted you enjoyed your stay and the function you attended here. We pride ourselves on our team’s attention to detail.

Thanks again for booking The Royal Lancaster - we look forward to welcoming you back!
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Toronto, Canada
Senior Reviewer
8 reviews 8 reviews
8 hotel reviews
Reviews in 8 cities Reviews in 8 cities
9 helpful votes 9 helpful votes
2 of 5 stars Reviewed November 3, 2008

Stayed here on business for 6 days. The location was good, around the corner from Lancaster Gate tube station and not too far from Paddington station. The room was clean, the washroom a bit small - definitely couldn't fit 2 people using the sink at once. The hotel boasts rooms with views of Hyde Park, unfortunately, the view from my room was of the hotel across the street. Good amenities, warm towels, TV, desk, comfy bed...

That said, there were a number of things I didn't enjoy about my stay. For one, it was an inconvenience to have to loan an iron and board and return them after 1 hour, as there were not enough for everyone. The overall look of the hotel was dated, the carpeting in the lobby looked like it could use a good wash. The concierge service was hit and miss, depending on who was working. Some days I would get plenty of dinner suggestions and other days I would be told to walk down a particular street (there were only 4/5 restaurants on that strip, not a great selection).

  • Stayed August 2008, traveled on business
    • 2 of 5 stars Value
    • 3 of 5 stars Location
    • 3 of 5 stars Check in / front desk
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 2 of 5 stars Service
    • 3 of 5 stars Business service (e.g., internet access)
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
porthcawl
Contributor
12 reviews 12 reviews
10 hotel reviews
Reviews in 12 cities Reviews in 12 cities
6 helpful votes 6 helpful votes
4 of 5 stars Reviewed November 2, 2008

The entrance and lobby area are impressive. Quality of rooms are ok -but a little small.
Staff we wonderfully helpful.
But what cheeky prices in the bar- £5.50 for a small glass of house red, plus service charge.
The same applies to the restaurant- £70 for a meal for two with only mains and wine!

But it is a lovely, good value hotel.

  • Liked — the welcome
  • Disliked — the bar prices
  • Stayed November 2008, traveled as a couple
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Check in / front desk
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Lancaster London

Address: Lancaster Terrace, London W2 2TY, England
Location: United Kingdom > England > London
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Restaurant Room Service Suites Wheelchair access
Hotel Style:
#112 Family Hotel in London
#143 Romantic Hotel in London
#143 Luxury Hotel in London
#201 Business Hotel in London
Price Range (Based on Average Rates): $$
Hotel Class:4 star — Lancaster London 4*
Number of rooms: 416
Official Description (provided by the hotel):
Whether looking down from one of the 416 well-appointed guest rooms and suites, or admiring the outlook from either award-winning Restaurant, the 4-star deluxe Lancaster London hotel boasts some of the most panoramic views in the city, overlooking the lush green expanse of Hyde Park and many of the capital's famous landmarks. Walking-distance from Oxford Street, adjacent to Lancaster Gate Central Line tube station (providing a fast direct link to the CBD) and just a stone's throw from the Heathrow Express at Paddington, the hotel's location is perfect for all business and leisure visits to London.Renowned for its world-class function space, the Lancaster London's flexible meetings and events facilities can accommodate up to 3,000 guests. The vast Nine Kings and Westbourne Suites have their own dedicated entrances, sound-proofed dividing walls, state-of-the-art AV equipment and retractable Italian chandeliers. The Forest Suite is a collection of 13 contemporary spaces that can cater for smaller meetings and events of up to 200 delegates. Stylishly yet comfortably furnished using natural woods and fabrics, they are individually-designed to be inviting, calm and businesslike.Dining options at the hotel range from 24-hour room service, to traditional Afternoon Tea, to gourmet experiences in one of the highly-regarded restaurants. Inspired by the original Nipa Restaurant in The Landmark Bangkok Hotel, the 55-seat Nipa Thai Restaurant features a teak panelled interior and stunning traditional furnishings and ornaments, crafted in Thailand. Whether you judge it on its mouthwatering cuisine, subtle oriental décor or welcoming ambience, it is one of the most authentic Thai eating experiences in Europe. In contrast, Island Grill is a stylish modern venue featuring a delicious menu of wide-ranging European dishes alongside a varied selection of cocktails and wines to suit every taste and appetite. ... more   less 
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Also Known As:
Lancaster London Hotel London
Royal Lancaster London
Lancaster London England

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