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Reviews - Rubens at the Palace - A Red Carnation Hotel

4

39 Buckingham Palace Road, London, SW1W 0PS

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Customer Reviews

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Very Good

All reviews (22)

95% would recommend it to a friend

Cleanliness

Customer service

Family

Food quality

Room quality

Value

  • P Pack

  • May 2016

Good location, pleasant staff but poor communication between staff and extremely overpriced.

Overall , we had a pleasant 4 night stay at this hotel.

However, the bar prices are very expensive; the time between table service taking our order and delivery was very slow and to cap that, a 12.5% service charge added to the bill; e.g. A diet coke (bottled) for £5 , a Mount Gay rum & coke , a bottled beer & 2 gin & tonics for £55 . ( the rum alone was £15!!!). The evening dinner food in the 'old Masters' restaurant was a carvery with the same choice of vegetables every day. Although we had booked 4 nights dinner bed and breakfast, on trying to book our dinner slot time for our second night, we were told that the usual restaurant was closed for a special function and that the alternative (library) restaurant was fully booked. We were eventually told that our 'complimentary' !. dinner could be taken in the bar. When we arrived for our meal, the bar staff knew nothing about this arrangement and were surprised that we were ordering our inclusive 3 course dinner. We had to order from the bar food menu so I asked if there was any price restriction on what we could order as the prawn cocktail starter was £12 and the rib eye steak & chips was £26. The waitress, who was unaware that we had been told to take our 3-course dinner in the bar and was taken aback when we informed her ( and slightly rude) had to go and speak with her manager. On return, she told us that our selection was restricted to £32 as this was the price of a 3-course car very. (In fact the carvery is advertised at £34 in the hotel). I pointed out that it was impossible to order a reasonable 3 course selection with that restriction. The waitress agreed and wanted to ensure that we obtained 'value for money' as we had already paid for our meal, so had to consult her manager again who came over to speak. Rather than try to discuss this in the very noisy bar, where the customers were trying to talk to each other over the music a loud piano playing, I asked if we could find somewhere a little quieter and more private: after all, this was turning out to be an embarrassing event. I explained our situation and he went off to speak to his manager. We were eventually allowed to chose from the bar menu without restriction - in my view the correct outcome eventually - but nonetheless, for which we were very grateful. We'd asked for a glass of tap water each to drink with our meal that didn't arrive so we had to ask for that again after half an hour. (This seemed to be the norm in the bar- table waitresses/ers take orders but you have to wait an inordinate amount of time for the order to arrive - don't forget a 12.5% service charge is added to every order in the bar and restaurant). This embarrassing event soured our experience of this hotel somewhat.

The room we had (classic deluxe ?) was small and confined for a stay of any length with nowhere to stow suitcases out of the way. It was well presented and clean, in-room tea & coffee ( never enough supplied though) with a safe, TV and ironing facilities. The bathroom shower was set in the ceiling and there was no handset for avoiding wet hair. The bathroom extractor didn't appear to work so the mirrors steamed up and took a while to clear ( inconveniencing the wife wanting to apply make-up).

Breakfast each day is standard buffet self service and eggs, if fried or poached, are cooked to order. I asked the egg chef to two fried eggs one morning and while they were being cooked, selected my bacon, sausage etc. and returned to wait for the eggs. Chef asked where I would like the eggs on my plate - "anywhere you like please chef" I replied. "I know where I'd like to put them" replied the chef without a smile to indicate a joke, making me wonder what had upset him. I didn't think that an appropriate comment from the chef and a little intimidating. Fortunately he didn't appear at breakfast again before we left. Our overall experience was good as most of the staff were very friendly and eager to ensure a pleasant stay. The location is excellent . My criticisms are for poor service in the bar, very expensive prices for drinks & an apparent lack of communication between staff members. We're used to exceptionally good 5-star service in hotels abroad. This trip at home seemed to indicate an attitude of lip-service to a service culture and not up to the standard we've experienced elsewhere (eg. The Shangri-la chain or even local 'Warner Leisure' in the UK.)

  • james richardson

  • February 2016

Nice London hotel

Apart from the Old Crowne Plaza in St.

James, we are yet to walk away from any London hotel feeling like we have value for money after at least 10 different stays in hotels, but hey we're northern. This is quaint, clean and the staff are lovely. There was a problem with my guiness in the bar so we got a round of drinks free, nothing is too much trouble and the hotel has a nice feel and atmosphere. A stone throw from Victoria tube station and a 2 min taxi to the west end the location is excellent. I wouldn't say this is good value, but then again with it being London, despite the double room being small, it wasn't bad. If you can get the hotel at a price you want to pay for a nice London hotel then go for it. Not exceptional, but for the area, just about as good as you are going to get, and to re-iterate, the staff are very very friendly and polite.

  • L WALKER

  • August 2015

lovely

Prefect location, perfect staff brilliant stay

  • Ian F

  • March 2015

GREAT HOTEL IN OUTSTANDING LOCATION

Comfortable with friendly staff, bijou and comfortable rooms; close and convenient to Victoria Station.

  • Dave M

  • March 2015

Rubens at the palace

A central hotel to view all the best sites in London.

Rooms are very clean and well furnished. Our room overlooked the Royal Mews. A special thanks has to go to all the staff who were fantastic and nothing was too much trouble. We loved our stay and hope to return in the future.

  • Anthony G

  • March 2015

one night stay

Stayed at the Hotel for one night while visiting the Shard.

Very comfortable accommodation, friendly staff and superb breakfast. Within walking distance to 2 theatres, nice touch with red carnation in room, will stay again when in London.

  • Kelly M

  • February 2015

Great location for sightseers with a baby!

Whilst there was a mix up with the room initially (I booked a Classic room which one staff member told me would fit a travel cot - later we found out it wouldn't and we would have to upgrade but after a bit of toing and froing they offered to upgrade us for free) the entire stay was really easy.

That is no mean feat for a couple with a 6 month old baby. The website states a long list of items they are happy to provide for baby and we asked (for free) for a bottle warmer and travel cot. We got all of that together with a baby essentials pack with a little sponge, wipes etc. plus a very sweet hotel robe and slippers to match the adult robes. Plus there were extras for the parents like little brownies. I've only given the quality of the room 3 out of 6 because one of the beds that made up the superking was badly sagging and basically broken. We would have normally complained and asked to move rooms but baby was already sound asleep. I'm sure they would have accommodated us but it was an uncomfortable sleep for my husband. The location was really great with a nice area for restaurants (Cardinal Walk) about 3 mins walk away plus a Mc D's in the same area if you, like us, didn't want to fork out for the in hotel breakfast.

  • Sue g

  • February 2015

Very good

The hotel was lovely and had lots of character.

Double rooms a little small but as expected

  • martin o

  • February 2015

Our Rubens stay

we were wowed by the hotel, and the staff are very attentive and cannot do enough for you.

the bar had a nice atmosphere, and the breakfast was run like a well oiled machine. We would definitely visit this hotel again, thanks to the staff for making us so welcome.

  • Sharon O

  • February 2015

Rubens

Had a lovely weekend at the Rubens.

Staff were very friendly and helpful