citizenM London Victoria Station

The room is small but very well organized, even with a locker under the bed. The bed and pillows were comfortable, the shower pressure was amazing, and the lighting and music set a great mood. I loved the quirky decor and all the writing around the hotel. The room technology is a blessing, and check-in is nearly self-service, with a friendly person ready to help if needed. The tube is close and everything else is walkable. I’d definitely stay again, and highly recommend reading the School of Life short books in the room.

I love the high-tech room controls, and the location is great, only a five minute walk from Victoria Underground station. The room was small but had what I needed, apart from tea and coffee facilities. It seems ideal for solo travellers, though I’m not sure there’s enough space for two. Check-in was self-service and easy. Someone came over partway through in case I needed help, but I didn’t. Breakfast looked very expensive at £20.50 per person, so I hope it’s good for that price.

The location is solid, and the lobby looks modern and stylish, but the stay felt more like a 3-star hotel dressed up as a 4-star one. As a Marriott Bonvoy member, I was disappointed by CitizenM London Victoria. The rooms are tiny, barely leaving space to open a suitcase, and the bathroom is cramped. The minibar was empty. The coffee and tea called complimentary require a trip downstairs to the cafe lobby to get them. Housekeeping doesn’t come automatically, so you have to ask. There were no other amenities, no iron or slippers, and the bed linen was rough and uncomfortable. Breakfast was mediocre, with stale bread and very little choice.

I’ve stayed here every year for five years, sometimes for more than 20 days, and only had two minor issues before today. The manager, a tall man with silver hair, has always been kind and accommodating, and the place felt like home. But this time, a group of women at a table said they worked there, and I’d never seen any of them during all those years. I’m very Black myself, multicultural, and speak three languages. I could feel their judgment toward me and my Swedish friend. I don’t usually leave bad reviews, and I don’t want to hurt my own people, but people should be accountable. I won’t name names or bring up who my family is. I imagine they might have acted differently if they knew, but judging and pretending was wrong either way. Upper management should deal with this. A little gossip may be understandable, but it’s not okay in the service industry. Everyone else deserves a raise for being so kind, but if this group of women is upper management, I question how the business is being run.