The Grand at Trafalgar Square

Our room at the Grand had been beautifully refurbished, and everything about the stay worked for us. It was clean, the shower was great, and the service was lovely. No complaints at all, and we’ll come back on our next trip. We’d stayed at the nearby Royal Horseguards for years because we like this neighborhood, but on our last visit 18 months ago it was beginning to look worn. This time we decided to try the Grand.

I’ll wait until I’ve actually stayed to revise my rating and judge the on-site service, but the lead-up has been poor. Two days before arrival, my booking was deleted without my consent. Fortunately, they rebooked it, with help from Sami and Lisa, who finally stepped in and were useful. I booked through Airbnb on a non-refundable rate because the listing clearly said breakfast was included. When I called, I was told it wasn’t part of my booking. I had to argue and point out how the hotel had been advertised, but staff made little effort to sort it out and seemed not to believe the hotel was listed on Airbnb because it was a hotel. They told me to work it out myself with “the third party, which is Airbnb…” There was no offer to honor the listing or provide compensation. With a non-refundable booking, guests have to be able to rely on the listed amenities. Saying breakfast is included and then refusing it is misleading and made for a very poor customer experience.

Breakfast was the low point. The scrambled eggs were so overcooked they were almost like quiche, and the hot food was lukewarm. A colleague said the sausages were practically cold. For the extra ~£20, I’d skip it and go to a local café. I’ve had better breakfasts at much lower-ranked hotels. The lobby looks genuinely stunning, check-in was quick, and the staff were friendly, professional, and helpful throughout. My spacious room had a very comfortable bed, and I slept extremely well. The bedside temperature control was easy to use, and the Nespresso machine was a nice touch. The fitness centre was better than I expected for this kind of hotel. I managed a full push routine, provided you’re fine with a Smith machine. The room itself didn’t feel especially special despite the space. There weren’t power sockets beside the bed, and lotion had been put where the hand soap should be. Small things, but noticeable at this price. There were no complimentary in-room goodies either, which felt out of step with the cost and Club Quarters’ usual reputation.

I’d happily return, as long as I got a room without that bathroom smell. It was clean, but it stank for some reason. Keeping the door shut stopped the smell from reaching me, so I put up with it. The room was bigger and nicer than I expected. I also liked the free tea and coffee station, and appreciated that they held my luggage after checkout.