Nice location in Syon park, classic luxury rooms, good spa and pool, very good food in the restaurant

Staff on reception is not very helpful and competent. We had very bad issue with our credit card. When we checked in the hotel we gave our credit card for authorisation. Every morning they charged us everything we used the previous day - spa, restaurant etc. After we checked out and came back to our country they charged us second time for the same things, the amount was around 200£. We called them several times but they were refusing to cancel the wrong transactions. After we came back in our country our bank helped us to return our money that they charged us 2 times but it took 2 weeks and bad emotions.

Beautiful and spacious bedrooms, which were clean with great storage, huge TV, and luxuriously appointed bathroom with both shower and bath. Patio area outside each room with table and seating for two. Great staff, great breakfast with a vast range of breakfast foods and excellent, friendly staff. Beautiful spa - great sauna, steam room, jacuzzi, pool, and changing rooms/showers/lockers Lovely garden/courtyard area outside dining room with lots of seating, shade, water feature and waiter service. Complimentary gym use.

Garden furniture had cobwebs. We had to request shower caps. There was a mildew smell emanating from the drain in the shower on occasion. The service in the dining room on the 2nd evening was slow despite staff being delightful. The menu was limited, and whilst we enjoyed our starters, the main meals were not impressive. We had to pay for spa use, which seems unreasonable as this is a spa hotel, and when I originally came here 7 years ago, the spa was included. We also had to request cups near the water tap in the pool area. The robes are different sizes and would benefit from being labelled as small, medium, and large.

We like the ambience and the location of the Hotel. Excellent Spa services Excellent breakfast despite the restaurant seemingly being understaffed. As usual the staff worked their sock off for the guests. Thank you!! The Waitress with glasses was a gem as she seemed to be everywhere as were the managers.

Some of the rooms are getting a little tired. The TV in the bathroom still not working, reported when in the same room in September. The restaurant menu are not very good and don't reflect an hotel of this standing. The vegetarian dishes are also limited. Certainly don't like the idea of paying to use the pool etc. We stay in hotels around the world and never experienced a situation where we have had to pay to use these services.

Both the room and bathroom were clean enough for me to feel comfortable straight away! Breakfast was exceptionally good with a lot of choices. Staff was very attentive and did not make us feel uncomfortable. The facilities was up to date with plenty of usb ports to use our portable devices. Room service was also great to have for people that do not want to spend time eating with other people.

I noticed the barrier to the car park was broken and it is off putting in seeing a red sign stating not to leave any valuables in your car. In a recent trip advisor post that there was a car recently broke into and the surveillance that is around the property was not operational!? This did leave me to check our car from our window from time to time but I did see there was a night security there and in the morning I seen another member of staff with a torch looking around the cars. This was reassuring however did not make the stay 100% perfect unfortunately.

Standards are important. However, I have stayed in the hotel so many times for the location and the facilities. It remains one of the best hotels in London.

I feel like the standards have slightly dropped. The hotel is getting old and one of the things I noticed walking through the corridors was the damp smell which I believe is probably from wet carpets. The lobby smells incredible but the corridors would do with the same smell. Overall minor issues which can be resolved with a few tweaks

Lovely hotel. Very nice staff. Great location. Breakfast was fantastic.

Children aren’t allowed in the pool.

Evening meal and breakfast was very good value for money, staff were extremely pleasant and helpful. The hotel was convenient for us to travel into London and also Kew Gardens. The room had a lovely view over the front of the hotel.

The room unfortunately had what appeared to be blood stains on the door of the wardrobe which was unpleasant and there was a build up of dust on the headboard. There was only one chair on the balcony which had seen better days and did not appear safe to sit on, so this was ashame as the weather had been good during our stay and we couldn't enjoy the privacy of the balcony. We appreciate that the car park is a public one and there was a wedding being held at the hotel, but there was no consideration or management of guests parking in the disabled bays without showing their blue badge, this would indicate a disregard to those that genuinely required these spaces due to their disabilities!

Felt looked after very well.. loved the spa …. Kevin the concierge was exceptional and the lady in the bar on the Saturday morning. Definitely returning because of the staff.

The fact we were asked for a deposit, when the room was pre paid. And we were still billed for the sides at dinner, even though we had already paid for dinner in the room price. The spa was lovely but too expensive for what it was and the fact we were staying in the hotel and as a returning guest it felt a bit off.

Staff were so nice, location is amazing and they upgraded our room to a beautiful King Suite. The room was spacious and the bed was amazing. Bathroom was lovely too. Very luxurious.

We had to pay an extra £50 to swim and use the ‘spa’. In reality, it was a dark pool in the basement with a mouldy ceiling. The jacuzzi was full of soapy scum with brown stuff floating in it. It was very bleak down there and definitely DEFINITELY not worth £50. For the total price we could have stayed in a much nicer spa hotel. The men’s changing room also smelled absolutely foul.

Very beautiful location and surrounding landscape. Very nice and hospitable staff. Hotel restaurant is 10 stars, good food, served on time and very friendly staff. The same in the morning breakfast, various food options. Spa is 25£ extra per person but worth the money. We had a pleasant afternoon in the pool, jacuzzi and sauna. There is also a lounge bar on the premises for the more party people. We will definitely come back again!

The lights and TV in the shower room were not working.