The Westbury Hotel, Mayfair, London (Reopening 2023 as The St. Regis) [Master Thread]
Jun 10, 2017, 10:48 pm
#1
Original Poster
Join Date: Aug 2001
Posts: 9,677
The Westbury Hotel, Mayfair, London (Reopening 2023 as The St. Regis) [Master Thread]
We had a one night stay here, thanks to the BA system outage a few weeks ago.
It was a same-day booking but managed to get a Signature room (the smallest) for 210GBP. As we headed to the hotel, I saw on the SPG app that the room type was changed to "Junior Suite", which was a nice touch (I am a plat). At check-in, I was told that the room was not a junior suite despite what the app said. The front desk guy even said that I would never be upgraded to a junior suite, as they go for "£2000 per night".
I promptly pulled out my phone and showed that a Junior Suite goes for £450/night on a Saturday. Regardless, we ended up with what we booked.
The Signature Room is OK for 1 person, extremely cozy for 2. Some street noise to be expected. Shower and bathroom were fine. Mayfair area is quite trendy and expensive.. there's a Sainsbury's about 10 min walking distance, as well as Oxford St.
Breakfast was alright, nothing to write home about. It was a continental breakfast - yogurt, some cereals, and some sliced fruit. Also included was a full English breakfast or just eggs (sizeable portion, scrambled was very good). I think a basket of pastries was an option on the menu but I don't recall. Service was fine.
Late checkout request of 4pm was honored, despite being sold out.
Other than the BS line about junior suites, I thought it was fine for 1 night.
It was a same-day booking but managed to get a Signature room (the smallest) for 210GBP. As we headed to the hotel, I saw on the SPG app that the room type was changed to "Junior Suite", which was a nice touch (I am a plat). At check-in, I was told that the room was not a junior suite despite what the app said. The front desk guy even said that I would never be upgraded to a junior suite, as they go for "£2000 per night".
I promptly pulled out my phone and showed that a Junior Suite goes for £450/night on a Saturday. Regardless, we ended up with what we booked.
The Signature Room is OK for 1 person, extremely cozy for 2. Some street noise to be expected. Shower and bathroom were fine. Mayfair area is quite trendy and expensive.. there's a Sainsbury's about 10 min walking distance, as well as Oxford St.
Breakfast was alright, nothing to write home about. It was a continental breakfast - yogurt, some cereals, and some sliced fruit. Also included was a full English breakfast or just eggs (sizeable portion, scrambled was very good). I think a basket of pastries was an option on the menu but I don't recall. Service was fine.
Late checkout request of 4pm was honored, despite being sold out.
Other than the BS line about junior suites, I thought it was fine for 1 night.
Jun 11, 2017, 7:42 am
#2
FlyerTalk Evangelist
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Jun 11, 2017, 8:30 am
#3
Original Poster
Join Date: Aug 2001
Posts: 9,677
I don't have solid evidence but I got the vibe that this hotel does not like the idea of upgrading people for free. In addition to being a very small room, it was the closest to the elevators. After getting denied the upgrade, I asked if we could get a room away from the elevators. The clerk went to another guy, presumably a supervisor, asked if we could be moved and got an angry response (I wasn't close enough to hear words). At that point, I just backed off altogether.
If we were the last people to check-in at midnight or something, I totally understand not getting the room of your choice. But there were others checking in after us, in the same predicament. I'd love to be proven wrong, though.. hope my experience was an isolated incident and not a future sign of how Plats get treated.
If we were the last people to check-in at midnight or something, I totally understand not getting the room of your choice. But there were others checking in after us, in the same predicament. I'd love to be proven wrong, though.. hope my experience was an isolated incident and not a future sign of how Plats get treated.
Aug 10, 2017, 3:12 am
#4
Join Date: Dec 2007
Location: ORD
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Posts: 8,658
If I have a choice I would avoid properties such as the Westbury, which is branded as an SPG property but still operating independently and they rudely don't want to honor PLT benefits @:-)
@Starwood Lurker
@Starwood Lurker
Aug 10, 2017, 6:55 am
#5
Company Representative - Starwood
Join Date: Aug 2011
Programs: SPG
Posts: 713
If I have a choice I would avoid properties such as the Westbury, which is branded as an SPG property but still operating independently and they rudely don't want to honor PLT benefits @:-)
@Starwood Lurker
@Starwood Lurker
We are sorry for any inconvenience this situation has caused you.
We'd like to hear more in order to follow up on your concerns, please PM us your stay details.
Alternatively, you may email more information to [email protected]
Looking forward to hear from you.
Best regards,
Ahmed El Tagoury
Social Media Specialist
Starwood Hotels & Resorts Worldwide
Aug 10, 2017, 5:40 pm
#6
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If I have a choice I would avoid properties such as the Westbury, which is branded as an SPG property but still operating independently and they rudely don't want to honor PLT benefits @:-)
@Starwood Lurker
@Starwood Lurker
Sep 18, 2017, 9:34 am
#7
Join Date: Feb 2003
Location: Alexandria, VA - DCA
Programs: BA Gold, American Airlines, Marriott Plat, Hilton Diamond, IHG Diamond
Posts: 5,075
I had a three-night stay here last month on a pre-paid rate with breakfast. I never expect any upgrade as a Gold and was given a exactly as I had booked: a regular King standard room. As I was solo this was just fine for me.
On check-in the gentleman at the desk asked me three separate times throughout the check-in process what I wanted as a Gold amenity - free 'upgraded' wifi, welcome drink or 250 SPG points. I responded each time that the high-speed wifi would be great and yet it still found its way onto the bill upon check-out. It was promptly removed with an apology.
As for SPG properties in London, this one has fantastic location right in the heart of Mayfair - Green Park and Bond Street tube stations are easily reached. All in all a good option - particularly if one can find it on C&P.
On check-in the gentleman at the desk asked me three separate times throughout the check-in process what I wanted as a Gold amenity - free 'upgraded' wifi, welcome drink or 250 SPG points. I responded each time that the high-speed wifi would be great and yet it still found its way onto the bill upon check-out. It was promptly removed with an apology.
As for SPG properties in London, this one has fantastic location right in the heart of Mayfair - Green Park and Bond Street tube stations are easily reached. All in all a good option - particularly if one can find it on C&P.
Nov 5, 2017, 2:35 am
#8
Join Date: Mar 2011
Location: Canada
Programs: Star Alliance G*, Marriott Bonvoy Titanium,
Posts: 3,585
good value on C&P?
I am dubious of this claim. The property is 20,000 SPG per night versus best available rate of 269 GBP. The Sheraton is comparable & it goes for 10,000 & $180 US on C&P. How is that good value?
Also, I read the reviews & the Westbury's Plat recognition sounds awful?
Also, I read the reviews & the Westbury's Plat recognition sounds awful?
Nov 5, 2017, 5:22 am
#9
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Disagree on Plat recognition - while not amazing, I found it quite good:
- there are a TON of suites for a hotel (15+ for sale all during my SNA window); my SNAs cleared for both my paid and award nights, stayed in the same room the whole time, 500 sq ft suite (base rooms are 280 or so)
- Full breakfast in the restaurant as Plat amenity (Alyn Williams, which is turns into a 1-star Michelin restaurant at night)
- Only needed a 2pm check-out, but no issues whatsoever
- Fitness center is closed for renovation, so they give out passes for a gym a 5 minute walk away...I will take that any day (realize that's not Plat specific, but a nice touch)
Love the neighborhood too.
Nov 28, 2017, 10:25 am
#10
Moderator: American AAdvantage & Marriott Bonvoy
Join Date: Oct 2002
Location: PHX
Programs: American ExPlat; Marriott/SPG Lifetime Plat; Hyatt Globalist
Posts: 8,116
Disappointing
In recent years my go-to SPG property in London has been the Le Meridien. I’ve always been treated very well at that hotel and have never seen the inside of a standard room. One of my four nights on a trip last week showed no availability, so I looked at The Westbury Mayfair, a relatively new Luxury Collection hotel. It looked like a nice, remodeled property in a great location. Based on the few comments to-date here on FT, I was hesitant, but experiences are few so I gave it a go.
I won’t be going back.
Room
I think we had the smallest room I’ve had at any SPG property in the world since earning Platinum 14 or so years ago. It was really tight. Very small closet with no drawer space to unpack anything. All the cabinet space that existed in the room was consumed by the mini bar and refrigerator.
When I checked in, it was very quiet and I asked the front desk agent if it was a busy time. She said no, it wasn’t, that it was nice to have a bit of a breather. (I verified pretty wide availability online.) She acknowledged my Lifetime Platinum status by welcoming me as such and naming a couple of the benefits. I made a comment along the lines of, “I hope you have nice room for us, as we’ll be here on holiday for several days and would make good use of it. “
She handled that comment very specifically, saying that my room has been pre-selected by the rooms management and was prepared for me – and quickly moved to another topic. The translation was clear: We have assigned you your room – you will like it.
That was either going to be good – or bad.
It was bad. But I was clear it was not a subject for discussion – and I’m just not a person to go to battle over it. I almost never have to.
It was the basic Signature Room, low floor, facing the rear of the hotel with a view over the dumpsters and into the windows of the building behind.
Breakfast
We ate in the restaurant only one day. The meal was fine, but service was slow and disorganized. Our order was taken pretty quickly and the food arrived on the slow side for a half-empty restaurant. We requested two standard things of the server delivering the food; neither were delivered. No service person ever came by the table. We had to flag down a manager to get a check to sign so we could depart.
The next day we skipped it entirely, then tried room service. The first day it was delivered on a cart – thankfully – as there was nowhere else to put the food. We sat on the edge of the bed and the cart made a table. The next day it was brought on a tray. The desk space was consumed so the tray had to sit on the bed – and we stood next to it.
Other Fun Stuff
- The small bathroom was equipped with LED spotlights. They blinked and flickered constantly. It was very annoying. I pointed it out to the housekeeper on the first day. Nothing was done.
- On Saturday night, after midnight, we were awakened by a fire alarm. It repeated many times, with a loud voice announcing that we must evacuate the hotel immediately. Not my first rodeo with hotel false alarms, so we looked out in the hall and saw nothing and gave it a couple minutes while we dressed to head out. The alarm and automated voice notification continued. So we went down the stairs to the lobby, which was packing in with guests.
The staff had no idea what was going on. They did not believe it was a fire, but they said they didn’t know and the fire department was not called. I only know this because one man was arguing with a manager about the fact their alarm system is continuing to go off and they have no clue what is happening – so officials should be called. Eventually, the lobby was packed shoulder-to-shoulder with people. A few minutes later the alarm had stopped and someone yelled that it was a false alarm, you can return to your rooms.
Lovely. Hopefully that process is under review with management. There was no acknowledgement, apology or gesture of any kind, then or the next morning.
All-in-all
It was an underwhelming experience in too many ways for this level of hotel. The property itself has the potential to be quite nice, but the small rooms are really, really small.
Training is clearly lacking, from the restaurant, room service, housekeeping, front desk and night management. Though they do seem to have trained people quite thoroughly on the rooms that SPG elite guests will and will not be assigned. Interesting priorities.
It certainly appears that room-wise, you will get what you pay for at this hotel and nothing more. In this regard, SPG status was worth nothing. That's unusual in my experience -- but maybe the days of SPG influencing properties to honor the promises of the program are so numbered that they can just do what they wish. I hope not.
Proceed with caution.
I won’t be going back.
Room
I think we had the smallest room I’ve had at any SPG property in the world since earning Platinum 14 or so years ago. It was really tight. Very small closet with no drawer space to unpack anything. All the cabinet space that existed in the room was consumed by the mini bar and refrigerator.
When I checked in, it was very quiet and I asked the front desk agent if it was a busy time. She said no, it wasn’t, that it was nice to have a bit of a breather. (I verified pretty wide availability online.) She acknowledged my Lifetime Platinum status by welcoming me as such and naming a couple of the benefits. I made a comment along the lines of, “I hope you have nice room for us, as we’ll be here on holiday for several days and would make good use of it. “
She handled that comment very specifically, saying that my room has been pre-selected by the rooms management and was prepared for me – and quickly moved to another topic. The translation was clear: We have assigned you your room – you will like it.
That was either going to be good – or bad.
It was bad. But I was clear it was not a subject for discussion – and I’m just not a person to go to battle over it. I almost never have to.
It was the basic Signature Room, low floor, facing the rear of the hotel with a view over the dumpsters and into the windows of the building behind.
Breakfast
We ate in the restaurant only one day. The meal was fine, but service was slow and disorganized. Our order was taken pretty quickly and the food arrived on the slow side for a half-empty restaurant. We requested two standard things of the server delivering the food; neither were delivered. No service person ever came by the table. We had to flag down a manager to get a check to sign so we could depart.
The next day we skipped it entirely, then tried room service. The first day it was delivered on a cart – thankfully – as there was nowhere else to put the food. We sat on the edge of the bed and the cart made a table. The next day it was brought on a tray. The desk space was consumed so the tray had to sit on the bed – and we stood next to it.
Other Fun Stuff
- The small bathroom was equipped with LED spotlights. They blinked and flickered constantly. It was very annoying. I pointed it out to the housekeeper on the first day. Nothing was done.
- On Saturday night, after midnight, we were awakened by a fire alarm. It repeated many times, with a loud voice announcing that we must evacuate the hotel immediately. Not my first rodeo with hotel false alarms, so we looked out in the hall and saw nothing and gave it a couple minutes while we dressed to head out. The alarm and automated voice notification continued. So we went down the stairs to the lobby, which was packing in with guests.
The staff had no idea what was going on. They did not believe it was a fire, but they said they didn’t know and the fire department was not called. I only know this because one man was arguing with a manager about the fact their alarm system is continuing to go off and they have no clue what is happening – so officials should be called. Eventually, the lobby was packed shoulder-to-shoulder with people. A few minutes later the alarm had stopped and someone yelled that it was a false alarm, you can return to your rooms.
Lovely. Hopefully that process is under review with management. There was no acknowledgement, apology or gesture of any kind, then or the next morning.
All-in-all
It was an underwhelming experience in too many ways for this level of hotel. The property itself has the potential to be quite nice, but the small rooms are really, really small.
Training is clearly lacking, from the restaurant, room service, housekeeping, front desk and night management. Though they do seem to have trained people quite thoroughly on the rooms that SPG elite guests will and will not be assigned. Interesting priorities.
It certainly appears that room-wise, you will get what you pay for at this hotel and nothing more. In this regard, SPG status was worth nothing. That's unusual in my experience -- but maybe the days of SPG influencing properties to honor the promises of the program are so numbered that they can just do what they wish. I hope not.
Proceed with caution.
Nov 28, 2017, 12:12 pm
#11
Suspended
Join Date: Aug 2013
Location: Southern California, USA
Programs: Marriott Ambassador and LTT, UA Plat/LT Gold, AA Gold
Posts: 8,764
Wow. That review is damning. Until I hear consistently that the property has changed its tune and improved its service, I won’t be considering this property at all.
Nov 28, 2017, 1:03 pm
#12
Join Date: Feb 2008
Location: In the air
Programs: Hyatt Globalist, Bonvoy LT Plat, Hilton Gold, GHA Tit, BA Gold, Turkish Elite
Posts: 8,717
Looks to me like you got the traditional British customer service experience. This was tempting for $150 more than the pretty decent Sheraton Grand, but I'm now glad that I resisted the temptation.
Nov 29, 2017, 6:54 am
#13
Moderator: GLBT travelers, India-based Airlines and India; FlyerTalk Evangelist
Join Date: Jan 2004
Location: Asia
Programs: Yes!
Posts: 15,512
Thanks AZ for the detailed review! You have helped me in my decision making for future London trips - which are multiple times a year. The Westbury is not on the list at all anymore.
Nov 29, 2017, 11:14 am
#14
Join Date: Dec 2010
Posts: 495
Sheraton Park Lane. I used to always stay at the LM, but the Sheraton has upped its game so significantly. Great location, great upgrades, lounge is excellent with decent breakfast, afternoon tea, happy hour etc. Is now one of my favourite hotels in the system. The GM is excellent too.
Nov 29, 2017, 1:16 pm
#15
Join Date: Feb 2008
Location: In the air
Programs: Hyatt Globalist, Bonvoy LT Plat, Hilton Gold, GHA Tit, BA Gold, Turkish Elite
Posts: 8,717
Sheraton Park Lane. I used to always stay at the LM, but the Sheraton has upped its game so significantly. Great location, great upgrades, lounge is excellent with decent breakfast, afternoon tea, happy hour etc. Is now one of my favourite hotels in the system. The GM is excellent too.