Devoid of any loyalty recognition

1   Not Recommended
August 14, 2017 by EXPERT

 Map | 2 Reviews | 50% Recommended
Share
Save
Liked:
Location
 
Service
 
Food
 
Amenities
 
Room
 

{{ oRightNav.heading }}

Pullman London St Pancras
 Map | 2 Reviews | 50% Recommended

Save

Share
Liked:
Location
Service
Food
Amenities
Room
Stats

Based on previous FT reviews I had high hopes for the Pullman St Pancras. The last time I stayed at this hotel it was still a Novotel.

Things started postively, three days before an email arrived "We would like to ensure that your stay with us is a memorable one, so please let us know if there is anything we can do to make this happen. Please feel free to contact us anytime if we can be of any assistance..."

Well unfortunately the assistance was sorely lacking, and memorable for all the wrong reasons.

1_IMG_6900.JPG

1_IMG_6886.JPG

 

 

Check In

I arrived at midday, having advised the hotel of my arrival time. The priority check in desk was not staffed and a staff member had be called. Nothing was pre-prepared. Incidentally it was the same staff member who sent me the email days earlier. Why bother then?

No upgrade was possible as the hotel was full. I did of course check in advance to make sure the usual Accor line wasn't an "alternative fact". CC swiped, room key and drinks voucher given, off I went to my booked junior suite only to find maintenance in the room fixing things. This can happen but shouldn't. Communication not their strength apparently.

2_IMG_6886.JPG

1_IMG_6887.JPG

Room

The Junior Suite (essentially as others have said just a larger room) was perfectly adequate. My Accor preference for a high floor was accommodated on the 3rd floor....

The room features a small sofa, arm chair, bed and desk. No dinning table.

The bed while comfortable had a rather flimsy duvet cover.

The mini bar was not free, except 2 small bottles of water, replenished daily.

No turn down service was in evidence on either night during my stay.

IMG_6890.JPG

1_IMG_6889.JPG

 

IMG_6892.JPG

 

Service

Staff were generaly friendly. My only real gripe is with the lack of any loyalty recognition (see below).

Dining

I only tried the breakfast which is served on the ground flor, buffet style. Choices were plentyful but the restaurant was very busy so it can take a while to get a table.

Location

The hotel is well located between St Pancras station and Euston station. I had an enagagement in the Kings Cross area so the location worked well for me.

Loyalty Recognition

This is where the hotel failed completely.

It did provide: one drinks voucher, a marginally early check in (1pm if you consider the time the maintenance guy took to get out of the room).

It did not deliver: welcome amenity, not even as much as a note from the GM who apparently cannot be bothered, upgrade (fair enough it was full), newspaper or a late check out.

Just to rub it in, the room opposite had a newspaper delivered every morning. I don't care about the paper (I like the Pressreader app which offers free newspapers at Accor hotels) but it shows that loyalty means nothing at this hotel.

When I asked reception on the second day why there was no welcome they acted all surprised but I really did not get a sense that they cared. A small sample kit of toiletries was later delivered but alas no welcome note, charming. When I requested a late check out they point blank refused to budge even by an hour.

Overall I can truly say that I did not Feel Welcome to use Accor's byline.

1_IMG_6899.JPG

1_IMG_6897.JPG

IMG_6898.JPG

 

 

Overall

Overal I found the experience rather underwhelming. While there is nothing wrong with the hard product the lack of any loyalty recognition means that I will probably will not return to this hotel.

I could have gotten the Sofitel for the same rate so value for money was questionable.

87 Comments

This review lives in the Pullman St Pancras London Hotel thread.
87 comments and Y review
Comment In Thread

Hotels you may also be interested in