Residences at The Gyle - London

The Gyle felt like a calm oasis in central London. We were upgraded to a larger room, with comfortable beds, tea and coffee facilities, complimentary snacks and water, quality bathroom products, robes and a fridge. The team were lovely and helpful, and there’s a bar and lounge in this interesting little boutique hotel. It’s well placed for walking from Kings Cross or St Pancras. We stayed overnight before taking the Eurostar to Paris and would happily return. One thing to know: there’s no lift, but the hotel offers help with luggage.

The location is great, just minutes from St Pancras if you’re travelling by train. But this was one of our worst check-in experiences, and we wouldn’t return or recommend it to families. We arrived from Paris at 2pm with two children and were told check-in was at 3pm, so we came back then. At 3pm, the apartment still needed another 45 minutes. Nobody apologised or explained, while we waited with several suitcases in the reception and bar. We asked to leave our passports in the room so we could go out, offering to enter a passcode ourselves, but were told it was a security risk. The receptionist seemed to agree it made little sense, but another manager repeated the refusal. Because we had an appointment, we ended up unpacking and changing in the middle of the hotel bar, using the only toilet, shared by reception and the bar. It was embarrassing and unacceptable. The hotel manager wasn’t working, and the duty manager wasn’t available either. The new receptionist was left alone with the problem, and another couple had the same issue. When our apartment was finally ready, my wife was only told where to go, with no escort, help or explanation. The apartment meant climbing three flights of stairs. The carpet runner down the middle felt genuinely unsafe, especially when we carried eight suitcases down the next morning. The problem was the badly handled check-in and lack of management or guest care, not the accommodation itself. The fold-out sofa bed in the lounge was uncomfortable. There was just one bathroom in the middle of the apartment, so everyone had to go through the master bedroom to use it, and the master bedroom had no door.

The receptionist was so lovely and welcoming, and the room was comfortable, at a temperature I liked, with everything we needed. Bringing our dog was easy: they provided a bed and bowls, which we appreciated. The £50 pet charge did feel high compared with other places. Breakfast was available, though it wasn’t great.

We’ve felt so spoiled here, and the staff are friendly and full of service. Coming in to a “welcome back” feels like arriving home. The free tea and coffee are available all day, and in winter there’s mulled wine too. It was the best I’ve tasted so far. Breakfast isn’t overloaded, but has just what you need. Little extras by the coffee, like nuts and cookies, are lovely. We got a room upgrade, and our King Room has been a plus for us. It has a nice TV, a small fridge, sofa and chair, rain shower, and a bed that feels like sleeping on clouds. There’s also a little garden to sit outside, and the bathrobe after a shower is so relaxing. One thing to keep in mind when booking: the building has wooden floors and ceilings, so downstairs you hear the breakfast footfall in the morning. We use earplugs and get up early, so it hasn’t bothered us. It’s my first time in London, and the gentle, helpful atmosphere at the hotel and in the city has made me fall in love with it. Maybe I’ll come back at a time other than Christmas for a less coloured impression. I’d recommend booking here, and I think any room is worth it. Thanks to The Gyle for making us feel special.