This has been a mega disappointment even for a 4-star, or perhaps I should say, especially for a 4-star property. First the pluses: just around the corner from Tower Hill Station, reachable by both Circle and District lines and right in front of Tower of London, the river and the Tower Bridge. That's about where the positives end. Unfriendly, rather clueless service, no offer of any assistance with anything at all, be it which way is the lift, or re any maps or things in the area. When one asks for advice, it is impossible to get any decent help with anything, including how to get places, so get on google maps down in the foyer, you will have better luck as I was led down the proverbial "garden path" by one of the annoyed looking reception staff. The front desk seems constantly understaffed, most of the time there only 2 people and lines of people checking in or out. Simple request of an umbrella when it was pouring down with rain was a 20min exercise in waiting time as lines built.
I was first put in room 725 which was horrible freezing little hole, unrenovated and with most horrid soft ancient bed I have had the misfortune to sleep in in the last 10 years. You could feel the content of it and it bent under normal weight to the point where my back was wrecked after only 1 night in it. Pillows horrid lumps of synthetic something and no choices given of anything else. The bathroom had fixtures circa 1972 even with manual bath plug and rusted shower head, and it stunk of moisture damage and sewerage! The heater in the room (a manual aircon type control) simply did not work, so after a freezing sleepless night I was moved to another room the next day. Bruno on the front desk, perhaps the only friendly person there, was extremely apologetic, and when I said if he knows that the rooms are this inadequate and old, why are they putting full paying guests into them (I booked through hotel website), he just apologised, said he was aware of it but they were fully booked and would move me the next day. So for the following 2 nights they put me in room 328, "with free upgrade", I assume that means that the bed is more modern and does not bend to the floor, making squeaky noises that wake up one at night and heating instead of freezing to death - so I advise you to demand this "upgrade" as of right. Housekeeping was very ordinary also, in the "upgraded room", in 2 nights I stayed there noone put any shampoo or conditioner though it was present in the "freezer" of the room I first was put in, Nepresso machine did not work, and the tea was not replaced from the day before. They are all small things but annoying considering how much one pays here per night.
I was relocated to shower only room and it did not drain, the sink also filled up to half when one has water running for any period of time and did not drain for a very long time. The internet though complimentary is extremely slow wishing you to throw your Notebook Air out of the window out of frustration - it is that bad. The room service staff very friendly and helpful, chicken ceasar salad, average but edible, but club sandwich ordered with brown bread, and confirmed as such, came as a white bread soggy creation, barely edible. If you are starving and have little time, walk a little towards Fenchurch station down the road which has some decent pubs and places to eat as well as the usual modern day fixtures in cafes etc. Will not stay here again, not even for 170 pounds that it cost me to stay here. Surely there are 3-star establishments cheaper and better out there that are better value, this is definitely not a 4 star worthy stay.
Stay away from the old poor functioning 7th floor room, Rm 238 faces onto quiet courtyard with nice...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.