The Tower Hotel, by Thistle

My main reason for choosing this four-star hotel was its location, which was the only good part. I paid £350 a night for a single room and expected premium service, but the experience was worse than a budget hotel. The room was maintained, but extremely outdated. On the day I was leaving, I left my bags with the concierge and went to breakfast. Before 10 AM, well before the 11 AM checkout time, I came back to my room to use the restroom and found the door wide open with two housekeepers already cleaning. I told one staff member I hadn’t checked out and still needed the room. They dismissed me, kept shouting that “there is no luggage inside,” and carried on cleaning. I had to use a public restroom and lost the chance to rest in my room for my final hour. That was an outrageous breach of privacy and terrible management. Avoid this hotel if privacy matters to you.

The hotel is a minute’s walk from the Tower of London and beside several restaurants, with an on-site parking garage and the Vicinity restaurant for a quick bite. There’s also a taxi stand right outside, and the location worked very well for getting around London. Staff were very helpful, and the self check-in kiosk made arrival quick and easy. The room was a little outdated and didn’t have a view of the Tower Brudge, which was disappointing. Still, the location was great, and I’d definitely stay again.

For the price, the room and service left a lot to be desired. We clearly seemed to be paying for the location, because it didn’t feel like a four-star hotel. There were two of us, but we only had one towel between us. The room also had a faulty TV, scratched furniture, and chandeliers that were an issue. The towel rail wasn’t straight, and the bathroom mirror was small and broken. One window wouldn’t close, and its handle nearly came off in my hand. In the bathtub, the switch to turn on the shower was broken, so we could only take baths. The cleanliness was something else. It was as if the room hadn’t been cleaned. Honestly, go somewhere else.

On this return visit with my family, the experience was nothing like the good stay I remembered from New Year 2020. We spent one week at The Tower Hotel, and the location and view can’t make up for the disappointing service and room. I stayed in Room No. 364 under the name Rajkumar Jayavel. I’d requested a Tower Bridge / tower view before and during the stay, since that was a main reason I chose to come back nearly six years later. The request was refused, and I didn’t feel the team made a proper effort to understand or help a returning guest. Basic room service was poor too. Even something as simple as water wasn’t handled professionally, and as an international traveller with family I expected basic hospitality, faster responses, and more respectful service for the price. The bathroom plumbing and facilities seemed poorly maintained, and the room didn’t offer the comfort I’d expect in such a prime London location. Another upsetting moment came when an emergency alarm sounded suddenly without warning. My family and I were scared, then told it was only a test. Guests should be informed ahead of time, especially when children may be present. The hotel handled that badly, adding to an already negative stay. Compared with my earlier memory, this visit was pathetic. A good location and view aren’t enough without proper service, clean, maintained rooms, working bathrooms, basic hospitality, and clear communication. I’m writing honestly because I expected much better and left disappointed and uncomfortable. Management should improve room service, bathroom upkeep, communication, and staff response. Based on this stay, I can’t recommend the hotel.