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“Just want your money !!” 1 of 5 stars
Review of St. Ermin's Hotel - Autograph Collection

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St. Ermin's Hotel - Autograph Collection
4.0 of 5 Hotel   |   2 Caxton Street | Westminster, London SW1H 0QW, England (Mayfair / St James's / Piccadilly / Green Park )   |  
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Ranked #58 of 1,065 Hotels in London
Riyadh
1 review
8 helpful votes 8 helpful votes
“Just want your money !!”
1 of 5 stars Reviewed May 21, 2013

The hotel was nice enough but I booked my room via my Accors account and when I got there I found out that they had been taken over by the Marriott on the 1st of May therefore my booking was not honoured and I was forced to pay twice - trying to get your money back is another story. The hotel as I said was nice enough but do they really want to listen to your complaint and sort it out to your satisfaction - the answer is a BIG NO !! Having flown in from the Middle East and not having seen your wife for 6 months this was supposed to be a treat for both of us - sadly they both handled it badly and our get together was completely spoiled. As usual everybody spoke to told us what they could not do rather than sorting the issue out between them.

  • Stayed May 2013, traveled with family
    • 1 of 5 stars Value
    • 2 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 1 of 5 stars Service

Review collected in partnership with Accorhotels.com

Was this review helpful? Yes 8
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
StErmins, General Manager at St. Ermin's Hotel - Autograph Collection, responded to this review, May 29, 2013
Dear Sir,

I must apologise for any inconvenience you experienced during your stay with us. I am very sorry if you felt that my team did not handle your issue in a professional manner, please be assured that this is not indicative of our usual standards.
I believe that all of our Accor guests’ bookings have been honoured, but please do not hesitate to contact me directly should you need any further assistance with this matter.
Please accept my sincerest apologies and we hope that you will visit us again in the future so that we may have the opportunity to serve you better.

Yours sincerely
Douglas McHugh
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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3,313 reviews from our community

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Rating summary
  • Location
    5 of 5 stars
  • Sleep Quality
    4.5 of 5 stars
  • Rooms
    4.5 of 5 stars
  • Service
    4.5 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    5 of 5 stars
Traveler tips help you choose the right room.   Room tips (641)
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Seattle, Washington
Senior Reviewer
6 reviews 6 reviews
Reviews in 4 cities Reviews in 4 cities
2 helpful votes 2 helpful votes
5 of 5 stars Reviewed May 21, 2013

The lobby of this hotel is magnificent! The rooms are very nice, and seem quite spacious, after very being in other European countries. The hotel is located very near to Buckingham Palace and two lovely parks. Also very close to Parliament, Big Ben, and Westminster Abbey.

The hotel staff was very kind and helpful. We asked for directions and information several times.

Room Tip: Well, we didn't have a view, but didn't spend enough time there to notice. There is so much...
See more room tips
  • Stayed May 2013, traveled with friends
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Amersfoort, Netherlands
Top Contributor
73 reviews 73 reviews
17 hotel reviews
Reviews in 28 cities Reviews in 28 cities
33 helpful votes 33 helpful votes
4 of 5 stars Reviewed May 20, 2013

I spend two nights in this hotel on a business trip. We also booked some conference rooms here as well.

The good thing about this place is the atmosphere, the friendly and abundant staff, and the inside is marvellous. The food was good as well. The room has tea and coffee facilities and paid minibar.
The bad thing, the room was cramped, and every morning during our conference we got disturbed by protesting people outside the building.

The big issue with the room is, the bed is actually only accessible from one side as the other is standing against the wall. Also the bathroom has a very narrow place to put your stuff so my toilet bag would not fit on the edge. The shower is nice as it is like a big waterfall, only probably due to water saving techniques it resulted more in a wide spread shower then a flood off water falling down. Both are to be lived with until the price comes along which in my opinion is about 70 GBP overrated.

Would I stay here again? Only if the boss puts me here for business that is fine, but privately I would never pay 219 GBP per night for such a small room where even the internet via Wi-Fi is an additional charge.

  • Stayed May 2013, traveled on business
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 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.
London, United Kingdom
Reviewer
4 reviews 4 reviews
Reviews in 3 cities Reviews in 3 cities
3 helpful votes 3 helpful votes
5 of 5 stars Reviewed May 20, 2013

We booked a nights stay through the Caxton grill loyalty programme. St Ermins is a truly amazing place, made to feel special from the moment you walk into the courtyard entrance. We celebrated our wedding reception there 25 years ago and returned for a nights stay before a mass of matrimony thanks giving at Westminster Cathedral. The hotel is a truly relaxing place to be, staff gave us all the attention and privacy we needed. Highly recommend the lunch and dinner along with a visit to the terrace and bar. Breakfast is amazing, with a vast range and great service. A day in London, followed by a night at st Ermins is a treat not to be missed.

  • Stayed May 2013, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Ontario
Senior Contributor
29 reviews 29 reviews
23 hotel reviews
Reviews in 21 cities Reviews in 21 cities
37 helpful votes 37 helpful votes
5 of 5 stars Reviewed May 20, 2013

We arrived at the front desk at 10:30 a.m. after an overnight flight from Canada. The staff were extremely accomodating and within minutes we were in a beautiful room with a king bed overlooking the New Scotland Yard. Our breakfast was included and every morning we enjoyed fresh fruit, assorted cereals, yogurt and even smoked salmon in the main floor restaurant. We spent four days in this gem of a hotel and every single staff member went out of their way to be helpful and make our stay as pleasant as possible. We walked everywhere from this location and even on the last day when we were catching our train to Scotland we managed to sprint to Victoria Station when our taxi was unable to get through as the streets were closed for the Queen speaking at Parliament. Two staff members helped us pull our bags up to Victoria Street and get us on our
way. I would return to this hotel in a heartbeat.

  • Stayed May 2013, traveled as a couple
    • 5 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Manuel Antonio National Park, Costa Rica
Senior Contributor
38 reviews 38 reviews
32 hotel reviews
Reviews in 21 cities Reviews in 21 cities
38 helpful votes 38 helpful votes
5 of 5 stars Reviewed May 19, 2013

I spent a couple of nights at this hotel with friends (who did the booking for all rooms)....the rooms, while very small, were wonderful......modern in style, design and features.......very comfortable too......no views from the windows.....just the side of another building......(no street, nothing else visible to see)....you could probably request a better view, but we were only here 2 nights so it was OK......at least the windows opened for ventilation......service from the staff was friendly.......the location was very good......at check out they asked if I wanted the charges in dollars or pounds.....I opted for the dollars.....only realizing later it was converted at their rate.....which is not the best......overall a good experience but I would probably check for other options before booking again.

  • Stayed May 2013, traveled with friends
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 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.
Williamsburg, Virginia
Top Contributor
161 reviews 161 reviews
40 hotel reviews
Reviews in 58 cities Reviews in 58 cities
130 helpful votes 130 helpful votes
5 of 5 stars Reviewed May 18, 2013

We booked the hotel through the Globus family tour group which handled our entire trip. When we arrived to the hotel after a long flight from the US we were advised that there wasn’t any reservation for us. We had all of the booking confirmation information and the front desk representative spent a lot of time and effort with assisting us to correct the problem. Apparently the hotel was recently transferred to another management company and there were some computer errors with the merger. Anyway we were on our way to the room within 20 minutes. The room that we were given had a less than attractive view and after requesting a replacement we were given a new room on the top floor overlooking the beautiful courtyard. My point in discussing this is that the staff is simply fantastic and concerned with customer service and problem solving.

More about the hotel.

The location is a short walk to Westminster Abbey as well as many of the other must see London attractions. There are a number of restaurants and pubs within a 5-10 minute walk as well as a shopping arcade with restaurants and a Mark & Spencer store that has a superb supermarket for gourmet type snacks/food and beer and wine.
The subway (Underground) has a stop nearby and a post office is around the corner as well.
The hotel room was very clean and comfortable and the bath and furnishings were nicely appointed to include a large flat screen TV, a room safe and an assortment of coffee/ tea for the morning and a mini bar should you have an interest.
The complimentary morning breakfast was well done with an assortment of baked goods, fresh fruit, cereals, cheeses, ham, juice etc. We thought that it was well done and on weekends a hot buffet is included as well.
Monday through Thursday there is a complimentary wine reception in the lobby which was very much appreciated after a long day of sightseeing.
Speaking about the lobby it is very historical as well as interesting and it is furnished very well with some neat artifacts.
The only negative that we had was a missed wake up call at 5:30 AM but the room alarm clock worked just fine.

All in all this is a very nice property as I would call it a larger boutique type hotel with fabulous service and in a very good location. If we ever visit London again The St. Ermin’s will be our home for the vacation.

Room Tip: Ask for a courtyard view on an upper floor.
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  • Stayed May 2013, traveled as a couple
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about St. Ermin's Hotel - Autograph Collection

Address: 2 Caxton Street | Westminster, London SW1H 0QW, England
Location: United Kingdom > England > London > Mayfair / St James's / Piccadilly / Green Park  , Westminster / Belgravia
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Children Activities ( Kid / Family Friendly ) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Suites Wheelchair access
Hotel Style:
#23 Family Hotel in London
#43 Romantic Hotel in London
#49 Luxury Hotel in London
#58 Business Hotel in London
Price Range (Based on Average Rates): $$$
Hotel Class:4 star — St. Ermin's Hotel - Autograph Collection 4*
Number of rooms: 285
Official Description (provided by the hotel):
St. Ermin's Hotel re-opened its doors in April 2011, following a dramatic £30 million refurbishment. Nestled in the heart of London, this four star deluxe hotel is at the center of the city's vibrant business, leisure and government landmarks. St James’s Park, Parliament Square, the London Eye, Westminster Abbey, Houses of Parliament, and Queen Elizabeth II Conference Centre are all just minutes away. ... more   less 
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Also Known As:
Jolly St Ermins Hotel
Jolly St Ermins London
St. Ermin's Hotel - Autograph Collection London, England

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