Citadel Apartments Lancaster Gate

We stayed two nights while the hotel was being refurbished. There was no bar or food available, but that didn't bother us and the price reflected it. The place was clean and tidy despite the building work, and the staff were helpful, especially the checkout lady who stored our luggage. A couple of small things could've been better: there were no hand soap or toiletries beyond a tiny combined shampoo and conditioner and a tiny shower gel, so bring your own. We asked for an iron and ironing board when we arrived at 10 pm, as we needed them for an event the next morning, but didn't get them. We didn't have a chance to ask again.

The breakfast buffet and dining area were very clean, though breakfast felt overpriced. The location was great, with access to the Central, District, and Circle lines, plus a nearby hop-on hop-off bus stop. We stayed two weeks, and room service was fairly consistent, with just a few mistakes. Our standard double room was on the small side and clean enough, but the finishes were rough. The old building has thin walls, so we could hear the neighbours. Some details were a mess: crooked light fixtures, a headboard coming off the wall, and silicone sealant all around the tub. The drinking glasses were put above the toilet every day, which felt pretty gross, and there was no hand soap. I guess they expected us to use the body wash. Not a deal breaker, but the room could use some improvement.

We spent ten nights there, unfortunately, and paid close to AUD$3k. The bathroom tap had years of scum on it and looked as if it had never been cleaned. Room servicing was poor: they kept leaving us without toilet paper, never vacuumed, and left dirty cups in the room. Four days into the stay, we lost hot water for two days and couldn't shower. The hotel didn't seem to care. Two days after that, the toilet wouldn't flush for more than 48 hours. The shower also failed to drain the bath, leaving water above our ankles. My daughter slipped and could have been seriously hurt, but they still didn't care. The front desk staff, including management, were so rude. I asked for refunds for the nights without hot water and a working toilet, and they flatly refused. I booked through booking.com, which has also done nothing to get a refund. Other guests ran into the same issue too. The hotel was a disgrace, and it should be rated one star. Don't stay here, and booking.com shouldn't be selling properties like this.

The location is wonderful, and the room was clean and tidy with great facilities. Breakfast was brilliant. We stayed on the 11th and had a fantastic time. The staff were friendly and accommodating, and helped us with our bags and wheelchair. We'll definitely come back and recommend it.