Only the location was good but the customer service was terrible. Especially the receptionist who served us needs retraining or for the hotel to replace her. Would never visit this place again and not reccomend this hotel to local rats.

Usually, the reception serves as the face and soul of the establishment, where guests are warmly greeted by helpful and friendly customer service representatives, welcoming them with open arms and a smile as wide as the Cheshire cat. Unfortunately, this wasn't the case here. The receptionist wore a thunderous expression, making us feel like more of a hindrance than welcomed guests. Despite our lack of fuss, she took her time checking us in, typing away at her keyboard seemingly without inputting any relevant information. My feedback to the management would be that she either requires serious retraining or they should consider finding someone else for the job! The lobby itself seemed to belong to another era, with its dated decor and furniture. The sight of world clocks against the wooden backdrop behind the reception gave the impression of a scene from a 70s movie—a time capsule to the past! Regarding the food, it was a mixed bag. While the nachos for starters looked and tasted subpar, the burger and fish were delicious but not worth the hefty price tag of over £90. One could find something just as good at Burger King for a fraction of the cost. Later that evening, we decided to order takeout as we were still a bit hungry. We requested cutlery and a dinner tray from room service, only to receive the most unprofessional response: "yeah, safe." It felt as though the hotel had hired teenagers to answer phone calls, reminiscent of my teenage years saying goodbye to friends in the school sports hall. Despite calling again 30 minutes later, the cutlery never arrived, leaving us uncertain if they even attempted to fulfill our request.

everything from start to finish

nothing they do an excellent job

Location for Royal Alber Hall is excellent

Bad check-in experience. One member of the reception desk staff was rather rude and left us waiting for a long time before resolving a problem with the hotel's payment system. It has put us off using this hotel in the future.

The receptionist was friendly. The room was pleasant. The bar was adequate with pleasant staff. The meal in the Brasserie on our first night was good and the waiter very friendly and the service was good.

There wasn't a good enough variety of cereals at breakfast time. The meal on the second night was not good. We had very long wait. The chips, when they arrived were cold.The waiting staff were very apologetic at the time and explained that it was due to staff shortage in the kitchen. We feel that this was unacceptable for a 4 Star hotel!! (The Chinese New Year celebrations seemed to take precedence) The room had tea making facilities and on day 1 we were provided with a packet of 2 cookies but not on day 2. Why?

main areas of the hotel were good, with really helpful staff

we stayed on 2nd floor and the room was tired and know this would have been reflected in the price we paid

Nice room

No extra bed, only 1 double bed(booked for 1 adult, X2 children)!had to move rooms 3 times! Had to ask repeatedly for tea bags and milk. Room was poor quality, air con not working. I was told after speaking to the manager to email guest services to complain, we were offered free breakfast however this wasn't something that compensated the upset and convenience. Stick to a premier Inn or Travelodge as you know what to expect.

Love the staff and rooms are great

Car park was small could not pre book and spaces are very tight