We had experienced many issues with the hotel before we got there in regards to them not carrying out checking of their advertising on other partner sites,
Although our view was lovely, if we had not got a river view i would have been very disappointed and rather just kept the curtains shut.
The rooms were far from the 5 star standard, the bath some of it was starting to come apart, the cream carpets had black marks all over it, no bin liners in the bins, the washing machine didn't work. Using the televisions was hard work since the actual remotes didn't work,
As for customer service it was extremely disappointing for the amount that was paid for our room, and to then get there and pay an extra 50 pound per night, surely just to pay for what is used would be more appropriate. No Sir or Madam was use or even Miss and Mr was just first names.....5 Star I think not. From the beginning this is lacking, managers stating they will ring back I'd been waiting over a month for 2 different managers call backs.
The way one part of our party were dealt with on check out was rather rude.
Overall we felt this hotel was all about this money....money this and money that, not about the individuals at all. For over 200 pound a night, what was we paying for, personally just the room which really wasn't worth that especially since you could tell someone had been there before us, not the customer service and definitely nothing inside since everything in the room was extra.
Personally after my and my parties experience, we feel you deserve to be stripped of your stars so this alerts people you are not as magnificent as you expect a 5 star to be and not to make the same mistake we did. Hopefully you will improve.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Thank you for taking the time to feedback on your experience at Plaza on the River – Club and Residence, London. Please be assured that I have personally investigated all of your comments with the relevant Heads of Departments, and relayed your feedback to them.
With regard to the pre-authorisation matter, your card was pre-authorised upon check-in on to cover any incidentals as mentioned. As per our standard procedures, all pre-authorisations are taken only after being fully explained to the guest upon check-in and I trust this was made clear to you. It is common practise in the hotel industry to take this action prior to giving access to their rooms. .
I was shocked to read that you were addressed by your first name as all staff is fully aware our policies and knows the standard greeting of our guests. I reiterated your comments to the team and I am sorry that this was not done.
Having discussed your comments about the standard of the room I have passed on your comments to our Housekeeping and Engineering Teams and the issues have been addressed internally.
Once again thank you for your comments, it is only when people such as yourself take the time and trouble to provide us with feedback that we are able to monitor and improve our performance and the service that we offer.
Front of House Manager
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.