My husband was traveling on business and I was tagging along. We were booked into a “large room” for five nights, but due to the volcano eruption in Iceland, ended up staying for nine – that might be the record for any reviewer who has posted here on Dean Street and so I feel we know the place very well. First, it really is a beautifully designed hotel. It is both classic but up-to-date, richly styled. I loved everything about the place in that regard. That’s the fabulous part. Our issues are with the location and the inexperienced staff. Location: As others have noted it is in the heart of Soho on a very busy street filled with pubs, restaurants clubs, etc. Central for sure, and great if you are a party animal. Not so great if you have to work in the morning. And it is not as if I did not anticipate this problem. I even emailed another trip advisor critic to ask about noise and was given a neutral answer. I think because they stayed there in the winter. Bottom line, if you have a room at the front of the house during warm weather you will have NO quiet until 2 am and then at 6 am the trash trucks start to pick up the bins of glass beer bottles. We learned over the course of stay that all the “large” rooms are at the front of the house, so don’t book one of those if you have to sleep at night. Medium size rooms are available at the back and they have tubs as well - so pay less, sleep more. The hotel does provide complimentary ear plugs - so what's left to say? As for the staff: the management needs to teach them how to handle sleepless unhappy customers on an expense account capable of sending a lot more business their way. When we first checked in, we were shown an absolutely giant and beautiful room on the 1st floor, just one flight above street level. We heard the street noise immediately and asked for a room at the back. They moved us to a slightly smaller room two flights up, but still at the front. There they left us, even though in the morning and all week it was clear we were miserable and sleep deprived. NO ONE explained that we might be happier if we moved to a room at the back and no one offered to move us – perhaps because the larger rooms are harder to sell and a downgrade would have cost them. When our reservation ran out, and we found ourselves stuck there on a day to day basis, we asked for a downgrade in order to save my husband’s employer some money. They moved us to a “small” room, but get this: AT THE FRONT OVER THE DOOR TO THE RESTAURANT. Clearly, the staff person who did this (and I can name names) was either passive aggressive or not interested in changing our opinion of the hotel. There were a million other irksome issues like inconsistent housekeeping (bathmat today? no bathmat?), a “turn down” at 11:15 pm after we had gone to bed (they actually entered our room!) and a missing trash can (when we mentioned this at the front desk one morning on our way out, we were told ABSOLUTLEY there was a trash can in our room. When we came back that evening, we still had no trash can – which means NO ONE on staff was dispatched to check on this – THEY WERE THAT SURE we had one. Smug, did I say smug?) We didn’t complain about most of this, not even the location of the second room as we were just too tired to fight back. The management and staff of Dean Street could take a lesson from the excellent and luxurious hotel we moved onto in Rome after our escape from London: the Villa Spelitti Trevelli.
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- Also Known As:
- Dean Street Townhouse Hotel London
- Dean Street Townhouse London, England