Grosvenor House Suites

When I came down with the flu during my stay, the staff noticed I wasn't feeling well and sent vitamin C, zinc, and electrolyte drinks to my room without me asking. That small, thoughtful gesture lifted my spirits and showed how much they care about guests. The room was clean and comfortable, the atmosphere was warm, and the staff were attentive throughout. I was deeply impressed by the care and hospitality, and I'll remember how well they looked after me. I'd absolutely recommend this hotel for its quality and amenities as well as the kindness of its people.

The bill was wrong too. I was first charged someone else's bill, then charged again to correct it. I paid the full £160, but there was no apology, compensation, or gesture. My food arrived around 1:30 AM after another 20-minute wait to place the order, and it was below expectations. Service stayed poor. I went to Afternoon Tea at the Park Room at Grosvenor House Hotel around 10:00 PM expecting something refined. Instead, I waited in line for 60-90 minutes, with no sign or verbal notice that Afternoon Tea was only for house guests. I spoke twice with staff managing the line and neither mentioned it. By the time I reached the front, standing had left me in physical pain. Only then did they say it was “house guests only.” Two managers were rude and aggressive when I explained, refused responsibility, and threatened to call security. They said I could stay only if I booked a room. I immediately booked one for about £800, then came back with my key card. Management still said I wasn't a guest, refused to check my room, and called security anyway. In a packed restaurant and lobby, two guards escorted me in public, which was deeply humiliating. My guest status was finally confirmed at reception, and I was seated at 12:30 AM, more than two hours after arriving. Only one manager apologized; the others never acknowledged what happened.

In 2019, the service was the best I'd ever experienced. By 2025, it was the worst on every level. Everything took too long, the food was very bad and disappointing, it was expensive, and the service was poor. A Moroccan man at the entrance was very rude and didn't seem to know how to do his job. I'm never coming back or recommending this place to anyone. Thanks for making it the worst holiday ever. Check your bill when you check out. They add an accommodation service charge between each order, which makes the bill more expensive. I don't mind paying for good service, but paying for bad service and staff attitude is ridiculous.

The room was wonderful, basically a two-bedroom apartment, and the upgrade and nice bottle of wine from our Amex booking were welcome. Late checkout meant we could enjoy a relaxed second day. We booked through Amex Fine Hotels and Resorts for one night with our family, for £1,150, which is far beyond what we usually spend, so we hoped for something extraordinary. A £40 “service” charge appeared on checkout. I was told it was optional and for the staff. After spending over £1.1k on the room, that felt a bit cheap. It was removed without complaint, but I left feeling petty instead of thinking about when we'd return. It's a small detail that spoiled a very nice stay and made us question coming back. I don't want to feel cheap leaving a hotel at this price. Thanks for your reply and contact details. You said this practice is customary in London hotels, but that may be a difference between this class of hotel and the ones we usually use. I'm a Hilton Gold member and a Radisson VIP member, and I can confidently say that adding a service charge at checkout isn't customary in those 4 star hotels. We'll be in touch next time we want to stay.