To quote the way I described this hotel to a friend, it's like a "made over Holiday Inn." The hotel itself appears fancy and it is in the very posh Knightsbridge / Belgravia neighborhoods, but it lacks in service what it glosses over with shine.
I try to be very fair with hotels as I do travel quite a bit for both business and pleasure. Considering what I paid for this hotel I am very disappointed with the service I received. And especially considering I received this service as a SPG Platinum member, I can't imagine what the service was like for regular, non-elite members of the hotel group.
First, the room was not ready upon check-in time. Now, this happens at many hotels and SPG has a horrible policy where Platinum members can check out as late a 4 p.m. but that makes it so that anyone -- even incoming Platinum members can't get to their rooms until well into the evening. I had cashed in suite night awards for this room, and the girl I spoke with at the desk said that my room would be ready in an hour. After an hour I checked back and was told that the "trainee" gave me wrong information and it would indeed be two MORE hours to check in, which would've put me well past my dinner reservation. They gave me a nice enough room instead, but did not refund my suite night awards. It was such a hassle to get any room at that point, I just wanted a place to sleep.
The room was beautiful with a panoramic view of Hyde Park and the Mandarin hotel across the street. Nice amenities in the room and it was small but comfortable. The housekeeping service was also quite attentive and turndown service was nice, however when I left the privacy sign on my door they would knock anyway and disrupt sleep or naps.
The concierge service was quite mixed, with ranges from great to horrid. Prior to my stay I liaised with Lloyd who helped me secure information for tours and also booked my car service. He was wonderful. Every other time I stopped at the concierge desk I was treated as if I was a bother, often feeling as if I needed to apologize for interrupting the chatter. I was met with resistance when trying to post gifts home and am still uncertain and had to call back to find out if it actually went out as they never sent the post receipt up. Other times when I asked for show help I was given a brochure and told to check the web sites for available tickets. Finally, the doormen were horribly rude, with the exception of one tall gentlemen, and I was often met with snark beyond what would be considered "dry humor."
Finally, the bar and restaurant. Most of the service staff were nice in the bar but the kitchen seemed to be out of sync. My first night their they comped my food and drink because the order was forgotten. The next morning I went to the One to One restaurant for breakfast (which was not included with my room) and I specified and omelet with specific ingredients, noting I am highly allergic to mushrooms. It took a very long time and then came with mushrooms, at which time the server said "it might be only one" and suggested I eat around it since I was in a hurry. I re-explained that I was allergic, and he finally took it back and comped the coffee I'd had, but I never was able to have breakfast that morning. They offered to remake it but the first wrong one took so long there wasn't enough time.
There is also no cash machine in the hotel, which is not ideal at all.
I won't stay at this hotel again, though I have more London travel planned for 2014. If you want to feel like a princess but treated like a peasant, this is a fit. If you want a hotel with first class service, I suggest staying at a true first class hotel.
- Official Description (provided by the hotel):
- Distinctly Knightsbridge, The Park Tower Knightsbridge, a Luxury Collection hotel, London has become the residence for global explorers looking for an authentic experience of the locale. Located just a short walk away from iconic Hyde Park, the hotel features 280 guest rooms and suites, most of them affording breathtaking views of Knightsbridge, Hyde Park and over London's skyline. Recognised as the destination authority, the hotel head concierge and his team will help uncover the hidden gems of the locale so that guests can make the most of their stay. The Park Tower Knightsbridge is also home to critically-acclaimed fish restaurant One-O-One, The Knightsbridge Lounge which serves Hyde Park-inspired afternoon tea, and The Hyde Bar, offering whiskies and cigars in an intimate and refined setting. ... more less
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- Also Known As:
- Sheraton Park Tower Hotel London
- Sheraton Park Hotel
- Sheraton London
- London Sheraton
- The Park Tower Knightsbridge, A Luxury Collection Hotel, London England