Park Grand London Lancaster Gate

I honestly had such high expectations for this hotel, being that it is advertised as a 4 star hotel. The whole experience fell short of what I would expect of a 4 star hotel especially at the rate they are charging. To start: I walk into the hotel and was greeted with a frown, I asked the woman at the desk how her day was and she said “Busy” no regard for how my day was, where I was coming from etc. I had arrived early and was told that they were unable to do early check ins. No problem, I understand. They did offer to hold my bag which was nice. I arrive back at 1:30 and ask if there is somewhere I can sit. There was no waiting room because it was holding all of the bags. I go sit in the dining room to have some coffee and nobody greets me at all. I sit there for 15 mins while a waiter walks back and forth ignoring me. I go up to the bar area and ask if there is a menu or how it works. “There is no menu, our kitchen is closed, the bar is open” I get into my room and not a minute later a housekeeper barges in (no knock) sees me, says “sorry” and runs back out. In addition, I was told my bags would be brought up to my room. I waited 30 minutes until I just went down and got it myself because it was not worth the time waiting and when I asked to retrieve the bags only one was brought out and I had to go and point the other one out. This hotel definitely has no regard for customer service or for making their guests feel valued. The interior of the hotel is also subpar compared to how it is depicted in the pictures. 100% would not recommend.

An absolute horror! We had booked three rooms at the same rate, one for two people and two for a single person. Upon arrival, we were assigned a basement room less than 2 meters wide by 3 meters long, another on the upper floor of the same size, and a third that might have seemed acceptable if the price wasn't so high. The staff clearly told us that if it didn't suit us, we could leave, adopting an unpleasant tone and condescending attitude. Consequently, we were forced to cancel our reservation, resulting in the loss of the equivalent of one night's rate for the three rooms. This hotel is an absolute place to avoid! Finally, the reservation was made through Booking, which, despite our efforts, was of no help in recovering the equivalent of €1000.