I booked two twin Club rooms at The Regency through Hotel Direct at the "special" price of £230 per room, per night. This was paid for online to Hotel Direct, and confirmed by email. Two days prior to our stay, I received another email re-confirming our reservation. There was also phone message from the hotel, which I returned and at which time I confirmed that the two rooms would be adjacent. I also pre-booked two Continental and two English breakfasts at that time.
On the day, we arrived prior to check-in and were allowed to leave our bags. I filled out the registration cards at that time, and was given a ticket for the bags. Upon our return three hours later, it took 30 minutes to check in. The gentleman at the desk, whose diction was poor and accent unintelligible, couldn't find our reservation, despite my having given him a print-out of the confirming email. He finally found it under my first name. He then said that the rooms we had booked were not available, but that he could provide two rooms several floors apart. I told him that this was not acceptable, and that the arrangements had been confirmed by his colleage two days prior. While he was searching for something better, the manager on duty asked him what the problem was. Upon hearing the explanation the manager said, in front of me, "Well, if we haven't got it, we haven't got it" and walked away with a shrug, hardly an attitude befitting a 4-star hotel. By this time we were running late for our dinner appointment, so I finally settled for an "upgrade" (no extra charge) to two rooms directly above and below each other (303 and 403), which the gentleman at the desk seemed to think qualified as adjacent. We then had to wait again while someone else went to find our bags, even though I had presented the bag ticket when I first stepped up to the desk. Couldn't that have been done during the 30-minute check-in process?
The rooms were not twin rooms, as the beds were simply twin mattresses pushed together into one big bed, with no space between them. If this is the case, why offer "twin" rooms? The room was clean, modern and pleasantly decorated, but small and very basic with poor lighting. The "climate control" was not adequate to cool the room on a warm July day, even after running for 40 minutes. The bathroom was tiny, with lighting even more dismal than the bedroom. Putting on makeup in the bathroom was impossible, and the bedroom not much better. One large bottle of hand soap was by the bathroom sink and another in the shower, but they were not luxury products and there were no other toiletries provided. If this was an upgrade, I dread to think what the basic rooms are like.
As the key card had to be left in the room in order to run the power, the room was quite warm when we returned after dinner at 11:30 p.m. Fortunately, the windows opened, providing some relief but, because we had been "upgraded" from Club rooms in the back to Queensgate rooms in the front, it meant that we had the considerable noise of Old Brompton Road all night, including emergency vehicles. Some upgrade.
Both the Continental and the English breakfasts were adequate, but no more; the Holiday Inn in Doncaster (where I stayed a couple of weeks ago) was sumptuous by comparison. While coffee and tea were offered and brought promptly, no one came to take our orders for the English breakfasts and I had to find the manager to accomplish that.
The kerfuffle at check-out was just as bad as check-in. The same gentleman once again couldn't find my information, and didn't even remember that I had two rooms. I had to remind him of the room numbers (even though I had handed him the key cards) and the breakfasts, though he did have the information for the bottle of champagne we had ordered through room service. He then tried to charge me for both rooms. When I reminded him that I had booked online through Hotel Direct, he asked for my email confirmation, which I then had to remind him he had taken from me when I checked in. Eventually he found it, charged me for the champage, and handed me a receipt showing that payment of £170 was due. I brought this to his attention and he apologised, saying that he had given me the wrong receipt. If that was the case, then why did it have my name on it? All in all, it took over 30 minutes to finally get checked out with a receipt showing I had paid in full.
After I left, I realised that I hadn't been charged for the breakfasts, but I feel certain that this was not a token gesture of apology, but simply another error in the shambolic front-desk service. The Regency could learn a thing or two from Premiere Inn or Holiday Inn, which provide better accommodations and superior service at a fraction of the price.
Club rooms in the back are quieter than more expensive Queensway rooms in the front.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.