citizenM London Shoreditch

When we found out our flight had been canceled, the hotel was sold out and we were worried about what to do. Gotham Vardar, the front of house manager, asked us to give him a few minutes, then called to say he’d arranged for us to stay another night in the same room at the same rate. That care made a stressful situation much easier. Everyone on staff was friendly, welcoming, and accommodating throughout. We also loved the rooftop restaurant, where both the food and service were outstanding. Our room was spotless and beautifully kept, with an incredibly comfortable bed. The shower was amazing, especially the steam feature, which felt like a real luxury. A wonderful stay, and we’d absolutely come back.

The rooftop pool and restaurant area was lovely and bright, and I enjoyed the glorious warm weather there. The prices were steep, though: £6.19 for a small orange juice felt excessive. The staff were too laid back for my liking, and I had to ask for a menu three times. The hotel also has a great, fully equipped gym and an excellent location. I stayed one night for a very special birthday. My husband had arranged a lovely surprise in the room, with balloons, a birthday sign, champagne, and chocolate cake. Reception welcomed me warmly, and check-in was smooth and efficient, which helped because I was in a hurry to get to an event. I appreciated the gesture, but the smaller details let the stay down. I had to call reception several times because things were missing or not working, even though I hate being a demanding guest. The charging stations didn’t work when my battery was very low and I needed to leave soon. After several calls, the technician took so long to arrive and only confirmed what I’d already reported. The bathroom amenity drawer wasn’t stocked properly, with no toothbrushes, and there were hardly any tissues left. These may sound minor, but I was busy and needed a few simple practical things. The steam shower only dripped water and never steamed. The spa was under maintenance, so I’d been looking forward to using the one in the room, but it didn’t work either. For a hotel that presents itself as five star, these oversights fell short of what I expect.

I was in London for work and had planned to move to another hotel in a different area for some sightseeing, but I liked Virgin hotels so much and the location was so good that I decided at the last minute to extend my stay. Even though the hotel was busy, the staff quickly arranged the extra nights and let me keep the same room. They were attentive and accommodating throughout, and Carmelia at the front desk went above and beyond.

We’d booked well ahead and were fortunate to have a beautiful evening, but the visit was disappointing. We’d specifically asked for an outside table and didn’t get one. With the weather so good, that was a shame, and sitting outside might also have softened the effect of the noise. We weren’t told there’d be a live singer. The performance itself was fine, but a large group of friends and guests seemed to take over parts of the restaurant. At times they stood so close to diners that one person was practically at our table while we were eating. Staff did little to manage it, and service was inconsistent all evening. After the singer finished, the DJ turned the music up so loud we couldn’t have a conversation. It felt more like a nightclub than a rooftop restaurant, so we left earlier than planned. The food was reasonable but nothing special. The noise, poor crowd management, and ignored seating request meant this wasn’t the relaxed meal we expected. We’d be very hesitant to return if live entertainment were scheduled again.