Let me start off this review by saying this was my third time staying at The Cumberland. In the past I was there for business, and cared little about anything. This time I surprised my girlfriend with a trip to London and it was a disaster dealing with this hotel.
Upon arriving at 11am, I was told my executive room (which I paid to upgrade to) would be ready, a 4th floor room, at 1pm, and to come back. We came back at 1pm, and were told that it would be ready at 4. Things happen, whatever. We come back at 5pm and are given room 2033, a second floor room.
We get to the room, and hell began. The sheets were full of hair, as was the shower. One of the main lights in the room did not work. There were bloodstains on the mattress in the top left corner. The sink was clogged and the water would not go down quickly. Garbages had garbage in them, as did the night table drawers. I felt like we were at some -4 star hostel. Immediately called the front desk.
At this point we met Lucia, one of only two nice staff members we met during our entire stay. She couldnt believe the hair in the sheets etc and was embarrassed. Sheets were changed right away. She told us to pack our bags in the morning, and that our room would be switched ASAP to an even larger executive room. Guest services called and said how sorry they were, and to come down in the morning to tell them what happened so they could investigate.
In the morning I went down, and was pointed to the director of the front desk. She apologized, and told me the room would be switched right away, perfect. I then went to the concierge and asked for help making dinner reservations for the following night, Saturday, the 28th. He said no problem.
We came back at 5pm. I went to guest services to ask for new keys. They had no idea what I was talking about. The room was not switched, and our things were still in the original room. She told me that no rooms were available until that exact moment that I happened to walk over (mind you, at 9am I was told they were en route to move the bags). We were given a junior suite, room 3011.
This was at 5pm. By 620, our bags STILL had not been moved. I went downstairs again saying how ridiculous this was, and how we needed to shower and be somewhere. Shilpi (the woman in guest services), her response was epic. She told me that they're a big hotel, and have a lot going on. Rooms werent ready before 5pm. Funny. This woman is a joke. WOW. a 4 star hotel has too much going on, unreal. A Holiday Inn has better service.
I went over to the concierge who I asked to make us dinner reservations at 9am...now it was 530pm...he told me he was too busy and couldnt get to it. Are you kidding me? I told him I would go on OpenTable myself and make the reservation.
But wait, its gets better!
A friend sent a bottle of champagne and fruit platter to our room, ordered on Thursday. It never came. I got an email on Saturday asking how we enjoyed the champagne and fruit platter, I told her I had no idea what she was talking about. She called the hotel and they said they delivered it, and charged her CC accordingly...EPIC.
On our final day there, in the afternoon, we came back and there was champagne and a fruit platter...just one thing missing...a note saying who it was even from. How lovely.
On our last night I spoke with Anna, also in guest services. She was the first person I spoke with who realized how horribly we had been treated. The fact that this hotel does NOTHING to satisfy the guest is unreal. They sent us two gratis bottles of water...only because the executive lounge which we had access to, didnt allow us to even walk out with a bottle of water.
There are many amazing hotels in London...this is NOT one of them. yes they have a nice lobby, but the people who work there are an all out joke. They do nothing to look out for the guest, literally, not a thing. Excuses upon excuses, it almost seems as if they want to do anything BUT help you.
the only possibly good thing to say is the location of the hotel is incredible
- Official Description (provided by the hotel):
- The Cumberland Hotel is one of London's most famous and finest four star hotels. Opposite Marble Arch, it is perfectly located with superb service and facilities. Its inspiring lobby exhibits inspirational original works of modern art, perfectly complimenting its contemporary style. A great hotel in a perfect location in one of the world's great cities! ... more less
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- Also Known As:
- The Cumberland Hotel London
- Cumberland Hotel London
- Cumberland London
- The Cumberland London, England