Terrible service, huge disappointment overall.

The most disappointing experience in this hotel. Horrific service!

Noise of underground (subway) quite annoying, staff is nice, a very convenient hotel for tourists who need to travel by train.

Got a room with a window looking at some sort of dinning hall. Not the best view you could have with that price range.

Historical building Room is traditional type but room is big Hotel staff is friendly esp Laura is a lovely lady

Highly recommend staying! The staff were excellent, always very helpful, friendly and adding extra touches to make your stay special. Service withba smile. The meals and breakfast at booking office were delicious and plentiful, drinks were superb! Make sure you don't miss the 5.05 whiskey drink. The room, hotel and amenities were clean and to a high standard. Such a beautiful building in a perfect location for transport to enjoy your stay in London.

Very handy location, clean room, some very nice staff, some disinterested. Very slow sevrvice in the lounge / bar area, Hotel is extremely overpriced for the standard provided.

Great hotel, great staff and ideal for St Pancrass train.

PROS The hotel frontage and interior are stunning - and as a guest you can explore the Grand Staircase. Staff members are very friendly and helpful. Breakfast was nice CONS - Our room was in the new section of the hotel, right next to the strain station. No noise issues - but - the rooms are fine, very uninspiring, the bed and bedding was fine (have had much better in other hotels), bathroom nice. But the big issue was the view out of the window - It was a brick wall about 1 metre from the window, so was like being in a prison and the room was very dark - not great for girls getting ready. We didn't bother asking to be moved because we weren't sure what other view we would get at that side of the hotel? We were only there for 1 night, so whether we were allocated a 'lesser' room because of that, I don't know. But for £450 per night, we expected more.

We had a great visit

Stayed at this hotel for 2 nights, we were a family of 4 in one room. Only 3 towels provided both days inspite of informing the desk. No bottles of water, they expect me to have my own bottle to fill at a tap on the landing. Lastly I was charged £50 service charge. I was not told about this when I checked in. They take a £250 holding deposit and on check out I was just told £50 service charge would be deducted. Terrible for a 5 star hotel.

La chambre était très propre. Le personnel est très discret et efficace pour faire les chambres, on ne les aperçoit jamais pourtant le travail est toujours impeccable. L’ambiance est l’orient express , grandiose, on voyage dans le temps. C’est un rêve qui se réalise. Les chambres sont hyper insonorisées, on n’entend rien. Et enfin le spa est magnifique.

air conditioning not working

It was a lovely 2 days stay and the rooms are well appointed and the staff couldn't have been more helpful. However the bath/shower is very high to step into and with a fixed screen attached also very difficult to get out of, if you have any kind of slight issue with knees as we have. I have also never been in a hotel where there is an optional service charge added to the room, for housekeeping etc. Hence the 4 stars.

Very clean

This is a fabulous hotel but it is expensive and I’m not sure it’s worth the money. Beautiful exterior and interior. Rooms are clean, stylish and well maintained. The spa is tiny and not well maintained. Showers are mouldy and towels grey with an odd smell. We stayed here for nearness to Eurostar. Wine is eye wateringly expensive. Food is fantastic but we had an issue as booked and discussed an autistic eater and confirmed they would have the burger. When we arrived we were told there were no burgers! This was awkward and embarrassing but was resolved. Missing items on a limited menu should be flagged at booking or when sat down. Would I stay here again? No, there are better hotels for this price in London in more central locations. Overall a good hotel but nothing special.

Incroyable, hors du temps.

The food and service

The staff was excellent as was the food.

I’m really sorry to do this as I have stayed at this hotel many times and loved it. I arrived just before check in time and the system had been down for two days. People asleep in the lobby - crowds waiting to check in. Waited an hour then got my room key. Room was sweltering hot - aircon not working. Over the next 9 hours I requested a room change, didn’t get one, had a visit from maintenance, requested a fan, called reception 3 times and finally, at 1am signed a waiver to allow maintenance to come and open the windows. The temp outside was 5 degrees cooler than my room. Got to sleep about 3am and then maintenance must have tried to re-boot the system at 7am as the TV and radio both came on full blast - every time I turned them off they came on again - happened six times. No one available on check out to tell them this so I have up in the end. Worst night (and one of the most expensive) I’ve ever had in a hotel anywhere in the world. So, so disappointed. It’s about the 10th time I’ve stayed here and the 3rd time in the last 8 weeks - I didn’t recognise the place.