Amazing suite - but a flawed 5-star experience
Posted 22-Feb-2016 on Hotels
This review is based on the hotel being worthy of 5 stars.
Arrived at 3pm to be told to wait because our room wasn't ready even though check-in was 2pm. Left sitting around for 20 mins even though management knew we were on a tight schedule.
The Emperor Suite we'd booked was incredible: large room, fantastic view of the Thames, very comfortable bed, large spa bath, rain shower, huge TV. But not a single instruction on how to operate the spa bath, the safe (which was locked), or the lighting system. Also surprised to see a hole in the carpet and the shower gel/body lotion containers in the wrong places (you need shower gel in the shower not next to the sink!).
Breakfast was a definite disappointment. The room was shabby from the chipped paint on the window sills and chair backs to the badly worn floor. The buffet was poor with little choice: no plates of cheeses, just babybel and rectangular cheeses in plastic packs. One plate of assorted dried-out meats. No small Danish pastries, just the huge ones you get from a local Greggs. Definitely not what you would expect from a 5-star hotel. I've seen better in a Travelodge.
On leaving I was asked whether our stay had been a good one. I started to explain a few of the issues but the deskman really wasn't interested.