The Pelham London - Starhotels Collezione

The Pelham's location is hard to beat, and the staff were wonderful. My husband and I enjoyed the room and its amenities, especially the quality of the sheets and bedding. London was in a heat wave during our visit, so the air conditioning made things comfortable and pleasant. It was a wonderful stay, and we look forward to coming back and visiting its sister properties.

My room was so comfortable, especially the wonderfully soft bed. There was a complimentary two-tier fruit tray waiting for me, and toiletries and other amenities were replenished without me having to ask. From the front desk and concierge to housekeeping, the customer service was top-notch. Thomas was especially friendly, curious and helpful. I was there for a week and loved every minute, feeling welcomed and cared for from the moment I walked into The Pelham. I didn't eat at the hotel because I was out exploring the city all day, but the menu looked delicious. They also offer some room service food around the clock, which impressed me. I highly recommend staying here and hope to return.

We were in London for an event at the Royal Albert Hall and stayed at The Pelham. While we were out one evening, my wallet was stolen from our room. We discovered it the next morning while packing to leave and told reception straight away. The staff barely spoke to us and offered no urgency, reassurance or meaningful help. As we waited for the police, no one checked on us or offered support. It was distressing, and the lack of basic care made things worse. The security also concerned us. There are no CCTV cameras in the hallways, and the room keys are kept behind the desk in a way that doesn't inspire confidence. The setup feels insecure, and the hotel doesn't feel safe. Since then, we've contacted the hotel several times and were told someone would get back to us, but we've heard nothing. The lack of follow-up is appalling. The building also feels tired and outdated, with old-fashioned décor, a tiny lift and a serious need for renovation. This was one of the worst hotel experiences I've had, and some of the poorest customer service I've encountered. I'd strongly advise choosing another hotel.

The staff were incredibly helpful, and we had great breakfasts, including some of the best coffee of our trip. Our room had character, and pigeons outside the bathroom window serenaded us. The location is ideal, minutes from museums and parks, a short walk to Herrod's and other great shops, and right across from South Kensington station. I really hope I get to visit this hotel again.