“ A Perfect Hotel ”5 of 5 stars reviewed 2 January '15 on Tripadvisor
Having invested a considerable amount of time trying to decide on a base for a short city break in London, I decided on this hotel and I cannot express how much this effort paid off. Other reviewers have referred to this hotel as a "gem" and I will start by seconding that!
The following are a select few examples of what my wife and I experienced during just a 2 night stay...
Having been stuck on a Heathrow Express train to Paddington station for 2.5hrs due to engineering tools being accidentally left on the track; we arrived at the hotel. Although we were greatful to the rail service for getting us to Paddington safely we were still quite frustrated with the amount of time we had lost on our first day. However we were still early for check in (noon), we explained our terrible morning to Antonio at the front desk. His words were "that won't do" and got to work to ensure that our room was available right away so we lost no more time. Within 3 minutes we were in our beautiful room!. I have experienced good customer service from other hotels, but this was different. Antonio clearly understood that we had a bad morning (through no fault of his or the hotel) and instead showed us that he wanted to make things right for us.
Dealing with a minor problem (our room safe):
We noticed our room safe would not accept a new PIN code as per the instructions so we called down to the front desk. Within 5 minutes a gentleman came by and had it working for us, allowing us to set our own secret PIN and secure our belongings.
Shortly after we arrived another member of staff called by to fill our complementary drinks fridge. They asked our preferences and filled accordingly. Nothing was a problem. In fact this hotel doesn't do problems. To us it seemed that all the staff just wanted to know how they can make things better.
We ordered breakfast to the room the following morning and "perfect" is all I can say. Hot, fresh delicious and delivered in no time.
The Room (Executive King):
It was immaculate. In fact it was so clean we went looking just to see if we could find a fault and I can honestly say that we found more things out of place in some 5 star properties that we have stayed in around the world. Again it was perfect. The bed was extremely comfortable. We were at the front of the hotel on the 1st floor and the first night there we both slept soundly for the entire night (without ear plugs) leaving us refreshed and ready to see the sights of the beautiful city that is London.
Every time we passed through the lobby the staff paused what they were doing to say hello and to ask if we were enjoying our stay. It wasn't just chit chat, these professionals were sincerely committed to ensuring that if we did need something it would be done and without fuss.
When checking out we were were offered free secure luggage storage as we didn't fly out for several hours, giving us bonus time to continue exploring the city. I should also mention how incredibly convenient this hotel is to Paddington Underground station, literally a 2 min walk. From here you can reach everything in minutes.
When we collected our bags they said goodbye and reminded us which platform we could expect our train to be waiting in Paddington Station.
We have just arrived back home from our stay and if I ever felt obligated to leave a review on TripAdvisor it is now. This hotel is perfect and we cannot wait to return. My sincere thanks to all the staff at this hotel for making our trip to London this year genuinely so memorable.
Happy New Year!