Everyone was so accommodating and ready to help. We arrived several hours before check-in, very tired from an overnight flight that left us without any sleep, we were greeted warmly by the front desk agents. We had hoped to leave our bags while we went for a walk to try to stay awake. They did us one better and gave us an early check-in which we greatly appreciated. We had some problems with the thermostat the first couple of days. As soon as we asked they had maintenance there trouble shooting. He got it cooled down but the next day it was too cold. Again, as soon as we asked, maintenance was there along with an offer from the front desk that they would move our room if needed. The concierge helped us with the delivery and pickup and storage of a mobility scooter we rented for my mother. The restaurant staff was very accommodating--providing substitutions to address allergies, etc. The location was excellent. Google maps shows it being a little walk to Victoria station but, in reality, there is an entrance to the station just steps from the front door of the hotel. The photo I added was taken from the vantage point of being ready to walk into Victoria Station and looking back across the street to the hotel. This was a huge benefit to us as we were able to get anywhere within the city on public transportation. Having flown into Gatwick, we took the Gatwick Express directly to Victoria Station, too. The room attendants were very good--the room was sparkling clean--it was so nice to have the room made up daily again. We have found that since the pandemic, most hotels only clean the room during your stay if you make a specific request the night before. My husband particularly appreciated the warm cookies they had at the front desk--be sure to ask.

Although we had the issue with the climate control in the room, being too hot the first day and too cold the second day, the staff could not have been more willing to fix the problem. No complaints there--things happen and we appreciate the efforts and the ultimate resolution.

Location, food and staff

Didn't like on arrival being told I could have a room upgrade only to discover a much smaller room that had steps separating bedroom and bathroom. Sadly that has put me off returning to that hotel

We upgraded to a king deluxe and it was a big room that felt luxurious. There was an espresso machine and pods ready to go. They also kindly gave us some chocolates, and the warm cookies were delicious. The room had a lovely big bed - very comfortable. Great bathroom with rainfall shower. Otherwise, it was close to the station and the staff were helpful and friendly. I liked that we could control the heating, although it did take a while to warm up upon arrival! The location is amazing, and we never had to wait for a lift.

The tv was freeview only, which was a slight shame but not a huge deal. Also, when we rang for room service, we waited on hold for a long time before the restaurant hung up! We called back though and got the food ordered. The food was fine, not the best but fresh and hot. I didn’t realise the server would actually enter the bedroom though - that was a surprise. It’s expensive, but it’s london. I’ve never spent so much on just a room, but it was a lovely place to stay. A proper luxury.

Very practical room with coffee and tea facilities. Good amount of daylight and option of opening the window rather than having to use aircon. Excellent walk in shower.

The cleaning lady didn't speak anything except Romanian so didn't understand that I wanted the room cleaned but no new towels. The room wasn't cleaned and I got new towels...

I had room 216 and it looks into the Victoria station and some of the skyline, but I was there just for 2 days and it did not bother me as I had tons of natural light. It was away from the elevator so very good insulation, a quiet room. Clean and spacious. I was asked three if I was happy with my stay. The agent that checked me in and then Dilma.

The streets of London tend to be pretty this one is not, however, the location was excellent for me as I know London well enough to avoid issues. Lived in London for 25 years.

Hotel is centrally located, very near to train and bus station (2 min walk). The room was spacious and much better than many you find in London. Beds were comfortable. Room service was prompt and efficient. You had most of the amenities available that comes in similar hotel chains. Breakfast was excellent and it had lovely spread. Eggs made to order. Satisfied every palate (veg, non Veg). Best thing was kids were happy. The restaurant staff were so helpful.

Hotel can be bit pricey, especially when compared to similar hotel chains, however this could be due to being centrally located. Another thing (but not the hotel staffs fault) that was an issue for us was that the hotel fire alarms went blaring a few times during our 6 day stay. There was an incident during late evening when the entire hotel was evacuated and on the street in the near freezing weather. There were at least 3 fire engines in front of hotel and it was a few hours before we were allowed to get back in. After an hour or so, the hotel staff did help by directing us to get shelter in the nearby RIU hotel lobby (as weather was very cold and windy).

Theres always a mix up with payment. We ordered in room breakfast so that we wont have to wake up too early and queue at the resto. But what happened was, we received an early morning call from the front desk, asking us to come down to settle the payment for the breakfast so that the breakfast will be brought to our room. I found this really rude. It was our first night and fees could have been settled during the day or during check out. Another not so good experience is the breakfast tray. After eating, we requested that the tray be picked up/tidied up but no one was getting it. We left 3 days later it is still in our room. We called everyday for pick up but we always get a yes response but no one came to pick it up. We request for cleaning of the room, the room ks regularly cleaned but they skip the table and breakfast tray.

The staffs are amazing ! From the reception who helped me with the checked in and checked out process. The breakfast variety are amazing ! Superb ! Also the stafts who helped me during breakfast, Belinda - she is amazing ! And the guy who helped me with my suitcases and concierge to arrange my trip to the airport ! They are all just amazing ! The rooom is spacious, clean and the location is superb cause its right in front of Victoria train station ! I enjoyed so much my stay here and will definitely go back & recommend it to everyone !

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Loved the location. Love the security for accessing rooms felt very safe that only guests could access the floors for the bedrooms. Loved the comfort of the bed (mattress) very comfy. The staff were thoughtful and helpful and the rooms were very clean! We loved our stay.

Air-conditioning had broken in our room. However the reception team quickly brought a fan to the room so we would be comfortable. The room was quiet and comfortable. The pillows need improvement. We were on the first floor and when you left the elevator the damp smell on the floor was pungent.

Location was perfect for the apollo theatre and the coach station . On our departure date our bag could be held at the hotel so we could still enjoy our last day without having to be conscious of our luggage (that was a big help) staff were polite and helpful hotel.was spotless rooms were quiet and comfortable we arrived at just after 10 amd and our room was ready which was an added bonus perfect few days away to celebrate my wives 50th birthday

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