I would agree with the one previous reviewer noting that they have no idea how to deal with any customer complaints.
After reviewing the webpage and reading Tripadvisor reviews I was confident that the South Place Hotel would be a good place to stay in London over the weekend, whilst celebrating my husband’s birthday – how wrong was I!
We arrived on a sunny Saturday afternoon to be greeted by a polite Spanish man who although was very nice and friendly, he was also very difficult to understand due to his level of English. We were shown to our room and later called up to make sure the roof terrace was open as we wanted to enjoy a drink in the sun after our long journey. The Spanish man advised that “it must be as it is sunny…” We hiked up to the 7th floor to find that there was no-one there to serve us and went back downstairs to be told by the concierge that it’s closed and so we went elsewhere.
On our return to the hotel we asked for a taxi to be called for us as we had dinner reservations and were told that this would be 10 minutes. 35 minutes later staff had advised us a few times that it would be “5 more minutes” or “2 more minutes”. In the end we flagged down a cab (which would’ve been quicker in the first place) with the help of hotel staff. Naturally this shouldn’t be the staffs’ fault, however, they may wish to consider the taxi companies they use…After dinner we arrived back at the hotel to have a drink at the roof terrace that had been opened earlier. The bartender takes our drinks and offers warm blankets and returns to the bar where he appears to be drinking with three other people. We end up watching him impress his friends with his cocktail making abilities and ten minutes later as I finally get up to go and query after our drinks does the man realise that he still hasn’t brought us our drinks. There was another table of 4 outside at the time who were indeed having cocktails but had just received these on our arrival.
Later that night we struggle with the technology, the wall panel controls don’t seem to work and we can’t get the blinds to come down. I call the reception and a very helpful man comes up to fix the problem, although even he struggles to get the panel controls to work. He advises us to breathe on our fingers before touching the panels, this seems to work.
Throughout our stay the 1st floor bar was never open! And on Sunday also the roof top terrace was closed. We queried about the latter again on Sunday as we would have assumed that surely guests would have been catered for in this situation but we had no such luck. In the end when asked at reception by the blonde Spanish lady “How was your stay?” I explain that it was not great as the facilities I read about on the webpage were closed most of the time. The Spanish lady advises that “Yes, this depends on whether it is sunny” and continues to talk about the restaurants. I feel completely ignored and not heard and after advising that I would just like to pay and go, the lady explains that “I will tell the guy who does the webpage…”
The South Place Hotel probably caters for the corporate traveller during the week, but they should maybe consider closing for the weekend if this is the level of service and access provided to enjoy the facilities. The technology also is great and one of the reasons why I was interested in this hotel, but it doesn’t work. The staff do require a lot more training, in particular on how to deal with unhappy customers.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Many thanks for taking the time to leave such detailed feedback – it is very much appreciated.
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We are desperately disappointed that your experience did not live up to expectations and will take the opportunity resolve these issues. The rooftop terrace and garden bar are now open every day when the weather permits following the official launch on Monday 22nd April. We are sorry that you did not get to experience these spaces.
Our General Manager, Bruce Robertson (firstname.lastname@example.org) would be very grateful for the opportunity to liaise with you directly on the finer points of your stay. Renewed apologies and we hope that we get the opportunity to welcome you back to South Place in order that we can win you over as fans of weekends in the city.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.