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“you wait and wait and it's cold and very expensive”
Review of Sanctum Soho Hotel

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Sanctum Soho Hotel
Ranked #513 of 1,063 Hotels in London
London, United Kingdom
2 reviews
common_n_hotel_reviews_1bd8 3 helpful votes
“you wait and wait and it's cold and very expensive”
Reviewed March 30, 2013

Ok, I am from London so know it is an expensive city and the service can be a bit hit ot miss but this was unbelievably bad.

After a day in town with extended family we wanted to grab a tea, hot chocolates and some light bites... for some reason we were directed to the 5th floor terrace where they did coffees apparently, after passing the light porn pictures, we were presented with an outside space... this is the coldest march on record and was lightly snowing/sleeting. We ordered from a woman with a ring through her nostrils.. soho - so all part of it, no problem... we waited and waited in the cold for drinks and food (5 hot chocolates, 1 tea and a coffee plus few scones) for 25 minutes with no sign or attention from waitress (or manager apparently) and after asking two times, were told 5 minutes... in the end we decided, on hearing the food had to be brought from ground floor where we started, we would go back down and go to the food as it seemed too hard for them to bring it up, even though we were sent upstairs... on way down, we met the 'miserable' waitress with the trolley, spilt hot chocolates and attitude as cold as the weather who then bleated about being the only one serving and having to catch up... do i care??!! i only wanted a hot chocolate that i was told would be 5 minutes... so, down we go.. finally sit in a warmish room (thanks for sending us all to a freezing roof) and enjoyed freezing hot choclates, stale scones and the very miserable waitress who far from being apologetic about cold drinks and scones that may have been used in the riots last year, had the cheek to include service in the final bill. £5 for freezing 'hot' cholclates was a joke, even for London - but the attitude and service were even colder.... I would avoid unless wanted to experience some teenage tantrum from waiting staff (prob not a teenager but the attitude certainly was).

terrible all round.

  • Stayed March 2013, traveled with family
    • Value
    • Service
Helpful?
1 Thank RussellDF
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Sanctum2011, Manager at Sanctum Soho Hotel, responded to this review, April 10, 2013
Thank you for taking the time to provide your feedback regarding our restaurant / bar. I am certainly disappointed that your afternoon was not all that it could have been.
I would like to apologise on behalf of the hotel and its team for your ruined afternoon.
Firstly, our standard procedure for teas, hot chocolates and light bites is definitely not to be sent to the roof terrace, unless specified by the guest. I cannot fathom why the particular member of staff would not have welcomed you into our ground floor restaurant, especially considering the weather, for this I apologise and will definitely be launching an investigation as to which member of staff did this.
With regards to your comment about the service you encountered, the staff member involved has been identified and disciplined, and the kitchen has been notified of the poor quality of food they sent out. We will also be sure to raise your experience with the rest of our service team and hopefully rectify and improve our performance.
If you would like to discuss this incident further and perhaps visit us again, we would take pleasure in welcoming you back so that you could experience the hotel as it was meant to be. Please feel free to contact myself.
Once again please do accept my apologies and I do hope that we may be able to rectify this situation.
Hannah Spencer
Assistant Food & Beverage Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Rating summary
  • Location
  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
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Fareham
Level Contributor
4 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed March 18, 2013 via mobile

Just returned from a weekend in London at the sanctum for a friends birthday party (located elsewhere), immediately greeted by a fantastic friendly concierge who looked after us! I wanted some specific shops and he actually took the time to take me out to the street and show me directions! He even walked miles on saturday night to get us a cab! Everything we asked for was immediately sorted and the reception man allowed us to check out a day early instead of charging us £180 for a night we could not stay (despite hotel policy) due to work commitments.

The room was comfortable but very small, for £240 a night this wasn't worth the money and was very overpriced, but hey that is London! The bathroom was a wet room instead of a separate cubicle meaning the bathroom was practically impossible to use after as the floor was soaked! Showering was a freezing cold experience in the middle of the night...

Was hoping for a bit more of a party hotel but didn't see any evidence of this! No party "noise" coming from anywhere despite other people's reviews! All in all a great experience but only made special by Martyn? (the Scottish concierge) otherwise it would have been a boringly average hotel!

  • Stayed March 2013
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Sarah W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Sanctum2011, Manager at Sanctum Soho Hotel, responded to this review, March 22, 2013
Dear Sarah,
Thank you for your review.
We are delighted you had a nice stay and that you appreciated our flexibility.
We are glad you had a relaxed stay with us.
We hope to see you again and we will be delighted if you can experience our bigger categories.
Best regards,

Paul-Eric Licari
Rooms Divisions Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
London, United Kingdom
Level Contributor
240 reviews
70 hotel reviews
common_n_hotel_reviews_1bd8 142 helpful votes
Reviewed March 15, 2013

We stayed two nights in a junior suite room 304. It was exactly what we expected and were hoping for from the Sanctum Soho Hotel. You couldn't move for mirrors. It had a fabulous big bath in the room and a great shower room. I loved all the sparkles and unique touches. I'd highly recommend this to couples looking for somewhere fun and different.

It would be a five star but the products in the bathroom are no longer Ren which is a shame and the cleaning could be a bit more thorough, were some hairs around the bath. Also was surprised there were no drink making facilities. I was expecting some sort of coffee machine in such a flash place.

The breakfast was delicious particularly the fruit plate and pastries with the continental breakfast.

You couldn't get a better location to be right in town. It is moments away from Piccadilly Circus. Go and eat in Carnaby Street or at the hotel. The ribs are delicious.

Room Tip: 304 is a junior suite. I'd probably avoid the 4 and 5 floor as the terrace outdoor bar is on the...
See more room tips
  • Stayed March 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank tavia14999
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Sanctum2011, Manager at Sanctum Soho Hotel, responded to this review, March 22, 2013
Dear Tavia,

Thank you for lovely comments regarding your recent stay with us.

I was thrilled to read that you enjoyed your Junior Suite with us. We are indeed changing our Ren amenities to an Irish organic brand called Luxmere.

We checked with housekeeping about the bath stones and are making sure this is not happening again.

I do hope that we will have the pleasure of welcoming you back to the Sanctum or our sister hotel in the near future.

Yours sincerely,

Paul-Eric Licari
Rooms Div. Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Norway
Level Contributor
17 reviews
11 hotel reviews
common_n_hotel_reviews_1bd8 8 helpful votes
Reviewed March 14, 2013

Stayed at this hotel because I wanted to stay central to Soho and West End for a few days. It was recommended by several people, but I got very disappointed, already by arrival. Staff at the tiny reception wasn't at all keen on giving service, and one of them was busy in a private call arguing with what appeared to be his girlfriend, directly at the front desk.

The room I got felt very dated (like last re-decoration happened at least 15-20 years ago, and even had this kind of smell of old and not very well cleaned house about it self. The bathroom (also very out of date) was not properly cleaned by arrival, and despite me making a polite complaint to the cleaning lady about was expected, wasn't properly cleaning during my 3 day stay at the hotel.

The restaurant/breakfast-room felt like sitting in a pub, and the service there wasn't up to scratch either. Breakfast was pricy, and of a rather low standard and staff was not very keen on servicing the guest.

This hotel simply does not give you even fair value for money, with staff that did not at all make an effort to make the guests feel welcomed. Location is though super, but that's about it.

  • Stayed January 2013, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank PetOe
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Sanctum2011, Manager at Sanctum Soho Hotel, responded to this review, March 22, 2013
Dear Guest

Thank you for your recent visit at Sanctum Soho Hotel, I hope that you had a very pleasant journey home.

As a much-valued guest your feedback is important to us as it does help us to improve the services and facilities we provide and I was therefore extremely concerned to read that we did not meet your expectations.

I would like to take this opportunity to apologies for the disappointment you experienced.

I was particularly concerned to read of your comments with regards to our staff. We pride ourselves in excellent customer care and service at The Sanctum and anything less is not acceptable.

I would like to apologize once again for the disappointments you encountered during your stay and I hope that we have the opportunity to welcome you back to restore your faith in us.

Thank you for choosing to stay at the Sanctum Soho Hotel and if there is ever anything that we can do for you please let us know.

Yours sincerely
Paul-Eric Licari
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.

Travelers are raving about these London hotels

New York City, New York
Level Contributor
4 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed February 27, 2013

In the midst of a very busy London trip, it was wonderful to have this lovely hotel to come home to every night. My husband & I both truly enjoyed our 5 night stay here in the middle in Soho. Our room was a bit dark (eggplant walls!) but this combined with the blackout curtains really helped us get a great night sleep!

  • Stayed February 2013, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Natalie D
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Sanctum2011, Manager at Sanctum Soho Hotel, responded to this review, March 22, 2013
Hello,
We are delighted you had a nice stay with us and hope to have a pleasure to welcome you back soon.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Crediton, United Kingdom
Level Contributor
6 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 4 helpful votes
Reviewed February 19, 2013

This place is seriously cool.
I've stayed twice when on business in central London and am really looking forward to coming again.
The rooms and facilities are excellent, as you would expect for a 5 star. Staff are professional and yet fun! I've only ever eaten from the room service menu and that's been a winner too. It's location just off Carnaby Street is very very cool and fits perfectly with the rock n roll vibe of the hotel.
It's been incredibly refreshing to stay at Sanctum, especially as a business traveler, and the negative views to the contrary below are simply tripe. Stay here!

  • Stayed January 2013, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Sargent921
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Sanctum2011, Manager at Sanctum Soho Hotel, responded to this review, February 21, 2013
Dear Kerry,

Thank you very much for your lovely review.
We hope to welcome you back soon.

Paul-Eric Licari
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Cambridge, United Kingdom
Level Contributor
3 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 12 helpful votes
Reviewed February 19, 2013

My husband and I have just returned from a weekend in London, this boutique hotel was amazing.  We arrived much earlier than the check in time and was greeted by Paul-Eric who was very friendly, polite and helpful.  Our room wasn't ready but we were able to leave our luggage and Paul took our mobile no. so he could call when the room was available.  The hotel is in an excellent location close to lots of bars and restaurants with Carnaby Street just around the corner.  Paul called within half an hour and we went back to the hotel as was excited to see our room we had booked..  Marty "the delightful scots man" showed us to our room to find our luggage was already there. The room was amazing, take a look on the web site at the "junior suite"  what you see is what you get!  First Class thank you Sactum Soho see you again!!

  • Stayed February 2013
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Kerry_25_10
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Sanctum2011, Manager at Sanctum Soho Hotel, responded to this review, March 22, 2013
Dear Kerry,
Thank you very much for your review.
We look forward welcoming you very soon again.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Sanctum Soho Hotel

Property: Sanctum Soho Hotel
Address: 20 Warwick Street, London W1B 5NF, England
Location: United Kingdom > England > London > Soho
Amenities:
Bar / Lounge Free High Speed Internet ( WiFi ) Children Activities (Kid / Family Friendly) Restaurant Room Service Suites Wheelchair access
Hotel Style:
#324 Luxury Hotel in London
Price Range (Based on Average Rates): $$$
Hotel Class:4.5 star — Sanctum Soho Hotel 4.5*
Number of rooms: 30
Official Description (provided by the hotel):
Today’s rock’n’roll hotel is less about threats of incidental bodily harm and more about a glamorously decadent atmosphere, and the new model is a place like the Sanctum Soho.Here it means a dash of modern minimalism, a sprinkling of baroque opulence, and an emphasis on the darker end of the color palette. The in-room electronics are totally up to date, while some throwback touches are retained for atmosphere’s sake. It’s a twenty-four-hour hotel with a liberal, tolerant service concept; what you want, you’ll get, without so much as a raised eyebrow. In that, it’s not so fundamentally different from some of London’s more conservative luxury hotels — it just feels naughtier. ... more   less 
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Also Known As:
Sanctum Soho Hotel London, England

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