Comfortable & relaxing atmosphere. Friendly staff & used app to contact for any queries. Excellent range for breakfast including freshly made omelettes made by the chefs with a choice of fillings. Lovely swimming pool and excellent spa facilities. Lovely views of Westminster from the lobby. Air conditioning- made our stay during a heatwave very comfortable. Staff helpful- including getting taxis during the rail strike.
Stayed for Christmas l, arrive by train at Waterloo so the location is perfect for me, I was upgraded to a family suit which was extremely kind. The hotel feels high end without the high end price tag, the beds and pillows are extremely comfortable. The staff very helpful and friendly. The pool feels luxurious and is a great temperature. Breakfast was buffet style the plates were heated so your breakfast stayed warm and an egg station, so the eggs are cooked fresh to order, I personally would rather have everything cook to order, I’m sure that way there would be a lot less waste. I would like to see something happening in the area that used to be used for the executive lounge, I always liked to use it. It’s a great space with lovely views of Big Ben and Westminster bridge. Such a waste. My last three stop overs at this hotel left doubts about staying again, (July 21, the tennis event stopped us using the hotel to its full potential. August 21, there was an awful smell in our room, which I reported and was told someone from the hotel would contact me they didn’t. September 21, due to COVID restrictions the pool numbers are restricted which meant our party of seven on this occasion could not swim together as they couldn’t fit us in) but this time it redeemed itself, the hotel was clean, we felt welcomed, and I really enjoyed staying here for Christmas, I’m so glad I give it another chance.…
Great location, superb service from all departments. There's nothing to complain. Felt very welcomed and hsk staff were amazing. Amazing amenities and friendly staff. We will be definitely back. Xxxxxx
Our third visit to this hotel and once again it didn’t disappoint. The location for us is a major factor in our choice, the vicinity to Waterloo, Westminster, Thames and West End are excellent. The hotel is very good quality, it’s large and busy but if you want to stay in London you have to accept that as a condition.
We have just returned from a one-night stay at the hotel and we were very disappointed. We paid a premium price (£460+), for a premium room with a view of Big Ben and the London Eye. The room (1287) was typically ‘compact’, but the view was indeed excellent. And the hotel is very conveniently placed for the attractions in that area of the city. But for the amount we spent we would have hoped that the room was at least cleaned properly. We wrote ‘Clean Please in the dust with our finger and I have a photograph to prove it. (The bathroom appeared ok.) We also had the audacity to ask for some real milk for our tea, which the room service agent admitted would have cost us £6 – instead we bought a bottle later from the M&S nearby for 85p. One robe between the two of us, and no slippers despite what the web site promises. But the low point of the stay was the breakfast the next day. Rather than serve this in a restaurant, they have converted one of their conference rooms three floors below ground level into a self-service canteen which can feed hundreds of ‘guests’ simultaneously. Comments. Orange juice not real. Put off the small bowls of fruit salad by the flies. Cooked breakfast reasonable. Coffee from a machine – had tea instead. Queued to get in. Queued to get food. Queued to get drinks. Depressing! The staff were friendly and working hard – but how the management can imagine that this is an acceptable way of feeding the guests is totally beyond me. If it was forced on them by the post pandemic staffing issues, then they should warn you before you book. And then to top it all, when I came to check out, there was a £4 charge for us storing our milk in the fridge. When I challenged this, they immediately admitted it was a mistake caused by the automatic sensor on the fridge and removed it. They clearly pride themselves on the on-line check-in, check-out and electronic room keys, but they seem to have forgotten the basics of what makes a good hotel! Won’t be back!…
Stayed with our family of 2 adults 2 kids (5 & 8). Room was ready by 11am which really was helpful, we went to leave our bags but ended up fully checking in meaning we had the rest of our day to explore London. Room was perfect, comfy beds and superb little mini kitchen where we could store some cold wine and soft drinks. Bonus was the addition of swimming, even though the slot was only for 25 minutes it was perfect for a quick fun swim - particularly was it was 30 degrees outside. Breakfast was a winner ! The kids breakfast corner complete with toys/crafts was a happy surprise, and the fresh omelettes made to order was the star of the show. There was additional arts & crafts for kids in a suite beside reception - in addition to face painting - this was going on all summer. Location was great, being so very central meant we could nip back easily when little legs got tired. Overall, I can’t think of a better place to stay for families with young children, we will be back.…
This is a lovely hotel in a fantastic central location. It does feel up market when compared with other options and the staff were friendly and helpful. There is one fundamental thing I'd change about this hotel though. Firstly, we are a family of four with a 14 and an 11 year old. The rooms are really nice and spacious and with four of us in the room it did not feel crowded, which is great. The only downside is that there's only one bedroom area, the other area is like a lounge, which must be fantastic if there's only two of you in a room. For us, the kids had the bedroom area and we had the lounge, with the sofa converted into a sofa bed. This was comfy as sofa beds go, but nowhere near as comfy as a nice bed. The bed made a noise every time I turned over although, I did sleep quite well. I think the hotel should offer a similar room with the sofa bed changed to a normal double bed and twins in the other sleeping area, this would've been much more comfortable and could be marketed as a damily room. Alternatively, if the budget allows, I recommend upgrading to a larger suite room fir families, which I may do on our next visit. A minor gripe was that our room had been made up as a double with just one bed for four of us despite me booking a twin room. So as soon as we arrived at the room I had to ring guest services and ask them to convert the double to twin beds and make up the sofa bed, which took about half an hour but was done promptly. We also had a few issues with noise from room 775, I think kids were left in this room at night and they tended to scream a lot and shout very late, i think it was after midnight. I didn't report this although, I slapped a few times on the wall and that seemed to shut them up. I heard no other noise or disturbance from any other room and I think we were just unlucky to be in a room next to very loud and annoying people. I'm sure if I reported it the hotel would have delt with them swiftly. Would I stay again, yes most definitely although, I think before I booked I would look around to see if other hotels offered a better family room for four guests. My overall opinion is that this is a very nice hotel and anyone who books here is likely to have a very nice stay.…
We stayed at this hotel for two nights and overall, thought it was excellent. On arrival at the hotel we waited around 30 minutes to check in. The booking specified that we we were a family of four and we'd have a double and a sofa bed. The sofa bed wasn't made up on our arrival which was quite annoying. It was resolved in a timely manner but it should have been fully ready for us. On that, the area where the sofa was was more than adequately sized for an actual bed which would have been a real bonus for a hotel that reckons to be family friendly. Swimming must be booked, which is fine, but slots are only 30 minutes long. Furthermore, children under 16 aren't allowed in the pool after 8. Again, fine, but for the purposes of booking, our nearly 15 year old is classed as an adult... Breakfast was served in the enormous ballroom which did feel a little strange but everything you could possibly want was available. The best thing about the hotel is undoubtedly its location (although trying to walk along Westminster Bridge is very, very hard work). In minutes, you are afforded spectacular views of famous sights such as the Houses of Parliament and the London Eye. Downing St and Westminster Abbey are also within walking distance. The hotel is pretty much equidistant between Waterloo and Westminster tube stations so an excellent base. …
One of the best family hotel we stayed… location 10/10 most attractions by walk… welcome drink was very delicious… plus they have kids play room which was great for my family stay! Hotel staff was very friendly n cleanliness is upto mark… very wide variety of breakfast also available… plus value for for money… highly recommended
Pros: Unbeatable location, minutes from Big Ben, Houses of Parliament, Westminster Abbey, and two convenient underground stations. Great breakfast buffet, Illy Coffee Bar and lobby restaurant are convenient amenities. The staff is friendly and helpful. Special shoutout to Cinzia, the kindest most professional staff member, and Elias, her lovely manager. Lobby bar staff was incredibly kind and professional as well! Cons: (1) Misleading Website: When booking a superior room, BE AWARE that many rooms have no windows and the website does not state that. For a week-long day (or even one day), having no natural light is difficult. This needs to be made clear. There is no mention of that on the site (nothing in the description of the room would've clued me in) and no way to know before checking in. Luckily an upgrade was available upon my arrival. (2) Housekeeping: Inattentive and rude staff. While beds were made, and towels were replaced, trash was not properly picked up, the bathroom floor was not even marginally wiped down and the room was generally not clean enough. Housekeeping staff should also beware of speaking about guests while they pass them in the hallway: It is an international hotel and some of us speak several languages. Shame on them!…
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