CalAlumnus13

I stayed at this hotel for 5 nights in January 2020. While I was very excited about the stay going in, ultimately I was very disappointed. In fact, it has made me likely to switch away from Bonvoy going forward. This should have been an opportunity to experience the best of what Bonvoy elite status can provide, and it just wasn’t impressive. In some ways, it was downright strange. Perhaps Hyatt will be better.

I reserved a AAA rate for a Superior Park View Room, paying about Ł275/night. I applied five SNAs, and secured an upgrade to a Grand Park View Suite five days prior to check in—very exciting. Ultimately I was assigned to room 341, which had a decent (but not great) view of Green Park, limited by only being on the third floor.

Upon entering the hotel, I was immediately greeted by a doorman who took my bag and escorted me to check-in. This was undoubtedly the best customer service I received for the entire stay—until the same employee did the reverse as I checked out. If all of the hotel’s employees were as courteous and welcoming as him, my stay would have been greatly improved.

When I got to the room, I recalled that the Grand Park View Suite (and, indeed, all suites) are listed as including certain ancillary benefits, including a complimentary afternoon tea, wet shave, and manicure/pedicure. I sent a chat message on the Bonvoy app inquiring, and the manager called shortly after. He said I wouldn’t be receiving the benefits since it’s only on eligible rates (he noted I booked a AAA rate). I pointed out that the verbiage on the website does not tie the benefits to any particular rate, and he agreed that they should change the website. As of now, the website has not been changed.

It felt a bit like getting a first class flight upgrade but being denied the meal service—disappointing, but at least the core of the upgrade remained. Unfortunately, from there I had a series of problems with the basics of the hotel.

On the first night, the bedroom phone started making an alarm noise for no apparent reason, and the desk phone was non-functional. I was already set for bed and didn’t want to walk downstairs, so I unplugged the phone for the night. I reported it in the morning when I left around 9am. It seemed to be fixed by the time I returned, around 4pm—but the room hadn’t been cleaned. I’m not sure if that’s typical, but I’ve never had a Fairfield room not be cleaned by 4pm. I called down and asked for housekeeping. Later in the week, I saw an employee knocking on doors around 6pm asking if rooms had been cleaned. Perhaps they’re having organizational issues.

They cleaned the room over the next hour, but clearly did a quick job. For instance, they forgot to refill the coffee pods; when I asked for some, they sent up a gift bag filled with all manner of coffee items clumsily dropped in. I picked out the pods, leaving the bag on the desk. (Housekeeping removed the bag the following day.) Later that night, around 8pm, the phone alarm started again. Again, I unplugged it for the night and reported it the following morning.

Nothing notable occurred until the final night. Turndown service left a small gift box on the pillow. I expected a set of four chocolates, perhaps. Instead, it was two mini-chocolate bars, of the same type given the prior nights, packed loosely with some coffee beans. See photo. It just seemed weird.

Maybe I expect too much, but when I think of a luxury hotel stay, I want three things: First, I want the basics to be handled, with no negative surprises. Second, I expect to be welcomed and treated like a valued guest. So often, interactions with staff felt awkward (such as in the lounge and at breakfast). Third, I want some positive surprise—a modest departure gift, a welcome note, something. This hotel felt like a Fairfield Inn with (much) nicer decor and a better location, though again at least the Fairfield has always cleaned my room. Considering the issues, I would have hoped a manager would’ve proactively reached out, but the only time I heard from him was to deny the ancillary benefits of the room.

Bottom line, I wouldn’t stay again.

Flapster

I generally fly home to the UK once/twice year, and take the opportunity to try different London hotels. Sorry to hear of your negative experience, but am going to be trying this hotel at the end of August (just for one night).

Let's see what things are like in this Corona-world.

Cheers

Flapster

I booked a 1 night stay on points.

Booked a park view suite, and got upgraded as a Platinum to a Grand Park View Suite on the 5th floor.

The room was certainly large, and decor was quite nice. A lot was changed due to Corona virus including no buffet breakfast (although you could order as much as you wanted from a menu delivered by a QR code on the table), and the lounge was basically closed (although drinks could be had in the bar attached).

The staff were very helpful and pleasant, and would consider staying at this hotel again

LovetoTravel83

Any idea as what is the difference between the park view suite and the Grand park view suite. All pictures look the same and there is no way of telling the difference except that the Grand suite is a bit larger than the normal one (which also you can't tell by the pictures).

I honestly feel like guests are getting the Grand park view suite but in reality it's just a park view suite.

Flapster

sorry, am not really sure - I only saw my room! I think they’re a little bigger.

daniellam

Before they only had the Park View Suite room type. Now this room type has been split into two separate types Grand Park View and Park View with the Grand Park View being on higher floors. The Park View is on the lower few floors and one of them (I think on the 1st floor) looks out to the roof of the lobby/air conditioning unit outside. There are also some units on the top floor that are slightly smaller and don't have a dining table (not sure if they are now Grand Park View or just Park View).

I was told that this was a result of complaints from actual paying guests who booked a Park View Suite only to be assigned a suite either on a lower floor or on on the top floor without a dining table during high season.

aussiechris

Still my choice of hotel in London. One of the very best lounges (pre Covid) in the World. Senior staff tell me that since the Marriott takeover business (upselling) is seen as being far more important than service (SPG). All I do now is book an 8th floor Club room with no expectations of anything else.

Will08

Had a stay here recently, used SNAs and got a Grand Park View Suite, we were on the 4th floor so not really high enough for much of a view. The room was pretty decent though and breakfast was great in the Palm Court. The lounge was very poor though, with little to no offerings during the day and evening as you can see in the photo (taken during "evening canapes")... However, the staff did say it would be improved over the coming weeks...

UKTraveller4Fun

Stayed here myself last couple of days and can pretty much mirror the sentiments above. Breakfast is very good offering in Palm Court as Elite benefit and hopefully it continues for a long time. The evening lounge offers need some improvements quickly, the canapes simply didn't exist and they could at least put enough ice in the bucket to keep the white wine something resembling chilled.

Staff overall however very friendly and helpful, had some stays at Grosvenor House during lockdown and not fully convinced Sheraton is on a par with it, but equally as they have just reopened after bing closed for several months happy to give the benefit of doubt this time as always enjoyed stays at this hotel prior to Covid!

pazza2000

Sorry to hear this! As it stands now, you would rather the lounge be closed until fully functional again as the alternative in place back in December when closed was drinks and very nice canapés served in Palm Court.

UKTraveller4Fun

Fully agree on that!

Soulfish

Had a few nights at the weekend here, and rather unfortunately the breakfast has now returned to a buffet affair (my first buffet in 18 months!) at the now reopened Mercante Terrace restaurant. On the plus side the lounge now has the evening canape options as a self-service buffet again.

Isochronous

What's the standard suite at this property and how good are they at applying SNAs?

pazza2000

Sometimes a buffet can be done well however in the case of the SGPL I agree this is an unfortunate move.

GoldenItalianBoy

SHAME offerings for a Sheraton club lounge 🤢🤢🤢🤮