As with any review for any hotel on trip advisor, the Grosvenor Victoria is no exception in receiving both outstandingly excellent & extremely poor comments.
Like any other large organisation, you're not dealing with a Mr or Mrs Grosvenor but whoever answers the phone or turns your bed on that particular day & no-matter how many training days the staff receive, personal feelings / problems sometimes show through. Bulbs blow & taps start to drip at sometime in their existence ! Be realistic !
Everything has been said on here by previous reviewers, both good & bad so this is just a list of the things I experienced from start to finish.
November 2012, I NEEDED a hotel for a specific Saturday night in May 2013 as I had booked a train trip which started from Victoria Station on the Sunday morning. The fact that the Grosvenor Hotel formed part of the Station with a direct access door from the platforms made it a perfect choice.
I phoned the hotel direct on the old Thistle Hotels number. No need to pay expensive call charges !
I was redirected to Central Reservations & quoted £238 for 2 people in a Standard room for 1 night, managed to get it down to £196 if I paid in advance with no breakfasts.
Saw on the Tripadvisor page links to several dot com companies. The most competitive of these was Hotelsclick.com.
As all the web pages for Guoman Hotels state,,,,,, "Best Price Guarantee You won't find us cheaper anywhere else" I phoned Grosvenor Reception again, spoke to a very helpful young lady & e-mailed the address she gave me. No reply! ! As I was anxious to make the surprise booking while my wife was away from the computer, later that day I found a different e-mail address & sent a copy of the message.
SIX DAYS LATER I received a reply from "Guoman Rooms Sales Agent" with an even more expensive "Best available price" of £250.80 + a message,,,, quote,,, "I understand this is more than the rate you were quoted, therefore it would be advisable to approach the travel agent and book through them."
So much for the Guoman "Best Price Guarantee You won't find us cheaper anywhere else" statement.
This was explained some months later by a message from Reservations Admin,,,,, “If you find a lower publicly available rate for the hotel in question, on a competing website, prior to, or within 24 hours of booking your hotel room, simply submit a Best Rate Guarantee Claim to us and we will create a new reservation for you honouring that lower rate.”
I booked through Hotelsclick for the price of £153 including breakfast.
This is NOT an advertisement for Hotelsclick as after I'd booked & paid, I read some frightening stories about non bookings & cancellation charges from this Italian based company. Use your own search engine to check if you have concerns. Even though my payment had been taken correctly & I immediately received a Hotel Voucher by e-mail at the time of booking, just to be sure I phoned the Grosvenor reception in January 2013 & a most helpful Sonali confirmed we were booked in, gave me the Guoman booking number, explained the layout of various rooms & even allocated us a room there & then which would best suit our requirements. BRILLIANT !
On arrival, the small, rear entrance to the hotel from the station was well signed & easy to find. Check in was efficient, friendly & quick. Room 555 overlooking the station roof was much bigger than I was expecting, extremely clean, quiet, well equipped & comfortable.
The evening meal & breakfast were both excellent. We would definitely use the Grosvenor Hotel again.