Raffles London at The OWO

What stays with me most is how well the staff get the service right. They’re professional and seem to anticipate what you need, while also being friendly and unobtrusive. At many five-star hotels, staff can feel as if they’re always in the way. At Raffles OWO, the service felt perfectly judged. Everyone we met, from the restaurant and bar teams to reception, concierge, housekeeping, spa staff, and doormen, went above and beyond. Dean Moody at the concierge desk and Matt on the butler staff particularly stood out. They repeatedly anticipated what we might need and knew plenty about the hotel’s history and services. The building has been renovated beautifully, with modern amenities and thoughtfully designed rooms while retaining its history and character. The central location and amenities are excellent, but the people are what put Raffles OWO among the best hotels we’ve stayed at around the world. Its beauty and location are clear from the website, but you appreciate them more in person. It’s a remarkable place, and we’ll be back.

Natalia made our meal at Saison at Raffles OWO one of the finest dining experiences I’ve had. She seemed to know what we needed before we had to ask, and gave us attention without rushing us. Her enthusiasm for hospitality came through in everything she did. Please pass on my heartfelt thanks for making the visit so memorable. She also knew the menu inside out and guided us through it with confidence and genuine warmth. Every interaction felt thoughtful and personal, and we felt valued as guests. Natalia represents the best of luxury hospitality and is a credit to Saison and Raffles OWO. I hope her dedication and performance are recognised and rewarded. She deserves the chance to take on greater responsibility.

The Drawing Room was a good choice for breakfast on both mornings. We enjoyed the food and atmosphere, and when we walked past, there were still quite a few people there and no tables being reset for breakfast. The staff in the pool area were especially polite and helpful, reception were great too, and gave us excellent ideas for things to do around London as well as directions. Dinner at Saison was the one disappointment. Our 20:30 booking was the earliest we could get, and there was only one other party of four in the restaurant. The scotch egg and salad starters were reasonably enjoyable, but the Friday-special fish and chips were extremely lacklustre. The fish batter was very pale and still uncooked in places, and the fish seemed undercooked too. The meal looked almost thrown onto the plate. We raised the cooking quality, and they refunded my meal without any argument. We felt a bit rushed and uncomfortable at the end. It was barely 22:00 and service ran until 22:30, but tables around us were already being reset for breakfast, and we were the last diners. Even with that niggle, we had a thoroughly good stay and would love to visit again.

Our only regret is that we didn’t stay longer to enjoy more of the hotel. The rooms are stunning, the design is beautiful, and the whole place feels comfortably elegant. We were made to feel welcome and well cared for by attentive staff throughout. The location is hard to beat, right next to the palace and within walking distance of many of London’s best-known landmarks. Service was impeccable. Charlotte was especially helpful at check-out, giving us directions and personal recommendations with real warmth and professionalism. We’re already looking forward to coming back.