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Conrad London St. James
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Reviewed July 12, 2014

My daughter and I stayed in this hotel for 7 nights in June. Check in was swift and after a 21 hours flight this was much appreciated.

The negatives of the stay first.......Our room was very comfortable, however the previous occupant had ignored the no smoking policy and the room stunk. They moved us immediately and told me that if we left our bags packed in the morning they would be moved for us and all we needed to do was pick up the new keys on our return. This was not done on our arrival back that night and we had to go through the whole moving of now crushed clothing and the new room and key allocation and told we were lucky that they still had a twin room left, apparently my fault. Ok no big deal. The second incident was when we were traveling to Bath for the weekend, and on enquiry at the front desk several days prior were told that we could have the same room on our return and we were ok to have a 24 hour roll over. I.e. Check out at 6:00pm check back in at 6:00pm, I would say they had no clue what I was asking but said yes anyway. On the Friday as I was running to work, I was asked what time I would be checking out, no same room, no 24 hour roll over and we had to be out of the room by 12:00 but they could do 2:00 as a late check out otherwise wanted to charge me for a full day. After some severe feet stamping they allowed us to check out at 6:00. No notes had been taken and no memory of any conversation had by any of the staff. During this, I have to say, the staff remained courteous and finally after calling a manager, fairly accommodating.

The positives ......The hotel itself was clean, and comfortable. Very quiet even though in a busy location and practically no noticeable noise from the next room or the passage. The room was cleaned promptly in the morning and beds and bathrooms were spotless. The flowers were everywhere in this hotel and were spectacular, their smell (or added scent) wafted throughout the foyer and it was delightful to come home to. The staff on the whole were well trained and the concierge staff fantastic and worth a huge thank you for their efforts. Breakfast was the big let down, the same very morning and working in London for a week repetitive. You had to get to breakfast early otherwise the order was wrong, coffee didn't arrive and sometimes neither did your breakfast. Needs a big overhaul.

On the whole, believe it or not, I would recommend this hotel.

Stayed: June 2014, traveled on business
2  Thank Marlzi
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
LONWMHotelMgr, Executive Assistant to General Manager at Conrad London St. James, responded to this reviewResponded July 14, 2014

Dear Guest,

Many thanks for choosing the InterContinental London Westminster and for writing a note about your recent stay. It is great to know that you loved the comforts and cleanliness of your room. I am also very happy to hear that you enjoyed the courtesy and efficiency of our staff. The team will be very happy to hear that their efforts are appreciated. However, I am very disappointed with the inconvenience we have caused on your room allocation. As you will see from the majority of our posts this is not indicative of our usual high standards and I must apologise if you have experienced this. Please be assured we will use this feedback to make sure we are consistently achieving our high standards and I hope this won't stop you from visiting us again.

Best regards,
Liz Thompson
Executive Assistant to GM

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed July 12, 2014 via mobile

Stayed one night using reward points. Amazingly chic hotel, relatively newly opened - high level spec and service throughout from bell staff through to reception. Got upgraded room - disabled friendly but didn't matter to us - lovely tea, nespresso machine and free water in fridge. Huge TV in screen wall opposite bed - took while to work out as no docking station but could Bluetooth phone music to TV. Great rain shower and bath - only gripe was no convenient accessible mirror for shaving, or wife to do makeup, but overall great quality room.

Breakfast buffet wasn't included so we ordered a la carte, was ok but pricy for oj and average coffee (£4.50 each!). Buffet didn't really look worth it vs other 5 star hotels. Service in restaurant wasn't great, but rest of hotel fab.

Great location in quiet part of Whitehall - st james park tube station entrance directly opposite entrance. Definitely would go back.

Stayed: July 2014
Thank TravellingBen
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
LONWMHotelMgr, Executive Assistant to General Manager at Conrad London St. James, responded to this reviewResponded July 14, 2014

Dear Guest,

Thank you very much for staying at the InterContinental London Westminster and for posting your review about your recent stay. It is through comments such as yours that we are able to constantly improve the quality of our service and product. We are able to provide extra mirrors in your room (whole body mirror and/or table mirror) if required. Please let any of the team members know. We sincerely apologise if the breakfast we offer did not meet your expectations. Your comments will be highlighted to the Restaurant Director and we hope this has not tainted your view about the hotel. Thank you for choosing to come back and we could not wait for your return.

Best regards,
Liz Thompson
Executive Assistant to GM

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Reviewed July 12, 2014

I have used this hotel on a couple of occasions - and plan to go back in August again.
The location is fantastic for all things London - a tube station is located right outside
The staff are always helpful - and its been great for a weekend break as well as for business meetings
For a London hotel the rooms are beautifully appointed - just a little small - but perfectly adequate for their use

  • Stayed: October 2013, traveled on business
    • Sleep Quality
    • Rooms
    • Service
1  Thank Steve L
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
LONWMHotelMgr, Executive Assistant to General Manager at Conrad London St. James, responded to this reviewResponded July 14, 2014

Dear Steve,

We are very grateful of your loyalty to the InterContinental London Westminster. Thank you for highlighting many of the aspects that sets the hotel ahead of the competition. Furthermore, thank you very much for not only observing the service excellence, but taking the time to put it in writing. We look forward to your return.

Kind regards,
Liz Thompson
Executive Assistant to GM

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed July 11, 2014

I spent a night at the Intercontinental Westminster and I can only describe it as absolutely fabulous. The room was the best I have ever stayed in, the location is phenomenal, and the service is impeccable!!

Thank you for a wonderful trip

  • Stayed: July 2014, traveled as a couple
    • Rooms
    • Cleanliness
    • Service
Thank tommydeano
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
LONWMHotelMgr, Executive Assistant to General Manager at Conrad London St. James, responded to this reviewResponded July 14, 2014

Dear Tommydeano,

It is such an honour to know that the InterContinental London Westminster is the best hotel you have ever stayed in and we will do everything to keep it this way on your future stays. We also hope that you will have opportunity to stay with us for a longer period of time so you may fully experience and enjoy what we offer. I recommend to try our very popular Champagne Afternoon Tea and our culinary offerings at the Blue Boar Smokehouse if you haven't done so. Please email me personally at icwestminster.info@ihg.com on your next visit to make sure you have a seamless stay.

Regards,
Liz Thompson
Executive Assistant to GM

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed July 11, 2014

We were here for three nights in July. This hotel is pricy (most are in London), but provided a comfortable, relaxed end to a busy trip. The interior is well insulated and the street off the busiest routes, so the atmosphere inside provides an excellent break from the busy city yet a close walk to the places in St James/Westminster/Trafalgar Square areas.

A very close walk to Westminster Abbey (you can see it from the front door), Parliament buildings, Big Ben and the River Thames. The Eye is just on the other side of the river. A 5 minute walk to these sites. About a 15-25 minute walk to the theatre district just beyond Trafalgar Square and safe to walk at night. About a 20 walk to Buckingham Palace. Be prepared for big crowds in all these places!

The bed, shower and service were excellent. The concierge and font door attendants were incredibly helpful, arranging theatre tickets, giving directions, sharing the weather report and recommending restaurants. The room was serviced more than once a day, offering turn down service, an excellent espresso machine, plenty of closet storage and amenities. A daily newspaper and free coffee, tea and water and soaps/lotion are provided. Wifi is free and the media strip in the room provides plugs for several countries, including US to allow easy charging.

We had breakfast included. There is a nice buffet plus ordered hot food options. The first day the food and service were excellent, but the second we had difficulty getting hot coffee and the eggs were over cooked -- seemed like they were having kitchen challenges the second day, so would have to say the breakfast service could be spotty.

The only disappointment was the cost of transportation to Heathrow airport. We thought it would be a little more direct by tube, bus or train to the airport. It turned out that changes were necessary and we did not feel like navigating it with bags (should have researched this more); a taxi to the airport costs 60-90 lbs or the hotel can arrange a town car for 90lbs.

Room Tip: We opted for a room on the interior court for more quiet and this was achieved. No view from the room, but this was fine for our needs.
  • Stayed: July 2014, traveled as a couple
    • Location
    • Cleanliness
    • Service
1  Thank mtnwanderers
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
LONWMHotelMgr, Executive Assistant to General Manager at Conrad London St. James, responded to this reviewResponded July 17, 2014

Dear Guest,

We very much enjoyed reading your detailed review about your most recent stay at the InterContinental London Westminster. Thank you for highlighting many of the aspects that sets us ahead of the competition. We could not be prouder upon reading your well written comments. Taking the tube would be the fastest and a cheaper alternative to get to the hotel and yes you will have to change at one station. We welcome constructive feedbacks from our valued guests and I hope your breakfast experience on the second day will not hinder from coming back.

Sincerely,
Liz Thompson
Executive Assistant to GM

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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