- Customer service
- Hotel cleanliness
- Quality of room
- Value for money
- Quality of food
- Family friendly
Upon arrival at this perfectly placed hotel (literally next door to the British Museum, and across the road from Russell Sqaure - which you can walk through or around to get to the tube station), we were immediately greated by the doorman and several other people...nearly 6 in all, offereing to help us with our luggage, etc. No one could fault the customer service at this hotel. Indeed, I am in training for the Great North Run and had contacted the hotel previous to our arrival about a possible running route. Within 24 hours I was provided with links to not only find my way to Regents Park, but also various routes within the park - which I highly recommend. It only took about 10 minutes to jog to the park and the route options are well varied. Additionally, a full English breakfast came with our package; however, my mother had to get to Heathrow by 7:30am on our last day. The hotel kindly prepared a continental breakfast, which was promptly delivered to our room at our agreed time of 6am - at no additional cost. Also, once booked I contacted the hotel regarding the room we would be alloated, as my mother has hip issues and we wanted a twin, rather than queen, room. They kindly upgraded us to a king size room (for a £24/nt supplement). The room was near reception on the ground floor, street-facing and I can honestly say I heard nothing except the faintesst car noises...and this was only during the day! The room's temperature was incredibly easy to regulate as well. This hotel excelled in quality of materials and customer service. During our first afternoon, we walked to the British Museum for a map so we could plan our following day. Upon our return we found a hand-written note from the manager along with a package of homemade biscuits. Also, each evening our beds were turned down and a lovely chocolate left on the pillow. The breakfast was greatly varied and extremely tasty, so good that I made a point of NOT getting a continental breakfast on our last day (like my mother), so that I could partake of the excellent selection again. The location is superb as the nearest tube station (Russell Square) is only a street away, through the glorious park - which has a lovely cafe selling full meals down to simple gelato and coffees. I recommend getting an oyster card if you're staying in London for more than one day.
Those were the positives. Now for the negatives...the room was 'spacious' by London standards, but there were also some issues. As the room was an 'accessible' room (number 40), the internal doors were on sliders, rather than hinges. There must have been an issue with the bathroom door, as this didn't close all the way. I mentioned it on our departure and was assured that it would be fixed. I had asked for twin beds, but upon arrival, found that it had been left as a king bed. It was remedied within the hour, but whilst we were still in the room and it was rather uncomfortable to watch one of the housekeeping team being ordered about while we were preparing to leave. Additionally, I was very disappointed with the bedding on the twin beds. The king had a luxurious duvet, but this had been removed and alternative singles NOT provided. Instead, we were left with two flat sheets with an 'additional' blanket folded between them, sandwich-style. I cannot bear to have my blankets tucked in at night, consequently, with minimum movement, the blanket fell out from between the sheets, making for a slightly uncomfortable night. Moreover, we could hear what we assumed was a toilet flushing / shower being taken from the floor above. It wasn't loud, but it was noticeable. We had booked a 'Bloomsbury Weekend', booking our afternoon tea for the day of our arrival. When attempting to confirm the time of it at reception, they didn't appear to have a record of it. Again, this was quickly remedied (and confirmed by reception with a phone call to our room within 30 min of arriving).
At first glance, these may seem like substantial negatives, but there were so many more positives, that these issues were more an inconvenience than anything else. I would have made a larger issue of them if I had been charged the suppllement, but we werent.
Overall, I had such a pleasant experience that I would not hesitate to book here again, especiallly for a nice, child-free weekend away with my husband. The lasting memory I have is of the doorman (Patric?) walking down the street towards the hotel, as I was making my way to the tube with my luggage for my return to York, recognising me and wishing me safe travels. What a nice way to finish a trip! :)
From York, UK
Who stayed in August 2014