Park Plaza London Waterloo

We'd had a good experience here before, so chose to return, but this stay was extremely disappointing and handled very badly. Our room on the 12th floor was unbearably hot and stuffy because the ventilation wasn't working. The windows can't be opened, leaving us dependent on the air conditioning, which clearly wasn't working either. The air felt stagnant and oxygen-poor, and our children couldn't sleep because of the heat. With children, this felt like a health and safety concern, not just discomfort. At first we were told a technician would come. After more than an hour waiting in a room that felt harder to breathe in, we went back to reception and learned the whole 12th floor had a ventilation problem. The hotel was fully booked, but this known issue hadn't been disclosed or accompanied by an offer of another room. We were told nothing could be done when we asked to move. Only after asking for a refund so we could leave and find another hotel did a room on a lower floor suddenly become available. The problems continued after we moved. There was only one bed made up for four people, so we had to return to reception. We'd also paid for a movie in the first room. We were told it would be sorted, but nobody followed up, so we paid for it again for the children. There was no apology or compensation, and no one took responsibility for the hassle. Staff were dismissive and visibly irritated instead of trying to help. Communication and basic hospitality were lacking throughout. The hotel is clean and breakfast is good, but those positives don't make up for the ventilation failure and very poor handling. For this price range, the experience was unacceptable.

The hotel's location is excellent, and our studio was clean, with a nice room and view. Staff were helpful, and our stay was good, though I'd rate it 3.8 out of 5. My daughter had been looking forward to the pool, but when we came back at 10pm after being asked to return later for check-in, there were no swimming pool reservations left. The shower water wasn't hot enough for me. Breakfast also fell short: the food was warm at best, and the bread and pastries were below average.

The hotel's position worked well for sightseeing, across from Lambeth North Station and about a 5-7 minute walk from Waterloo. Still, I wouldn't return to this particular location, purely because of the hotel itself. If you've read other reviews, my comments probably won't surprise you. The spa doesn't offer massages. There were several frustrations during our stay. Reception never answered the phone one day, even though I called for half an hour. We were told topping up water bottles in the room would cost extra, which seemed ridiculous at this price. I think complimentary water should be available on request. The bathroom was average rather than spotless, there was hair in the unused bed on our first evening, and we had electrical issues. I also found it odd that the choices offered were a £10 voucher, house wine, or daily cleaning. We used the voucher, but the restaurant staff weren't very helpful at first. I had to ask what I could order and whether I could have a menu.

For a family traveling with a child, Park Plaza Waterloo London worked really well. The hotel is right in the heart of London, making it easy to get out and explore. Our room was spacious, comfortable, and well designed for what a family might need, and we felt safe and relaxed throughout. The staff were exceptionally kind, helpful, and attentive from the moment we arrived. The warm, family-friendly atmosphere and excellent service exceeded our expectations. We'd definitely come back and recommend it to families visiting London.