Lancaster Gate

The upgrade was supposed to cost £30, and the first staff member explained the details and agreed that I could pay the next day. When I returned, a different employee demanded £60 or said I couldn’t have the family room. She dismissed what we’d agreed, wouldn’t listen, and even suggested I was lying. I found the way she spoke to me insulting and disrespectful, with no effort to sort anything out. I used to like this hotel, but that experience completely changed my view. The poor attitude and what felt like dishonesty ruined my trust, and I wouldn’t recommend staying here based on how I was treated.

The breakfast buffet and dining area were very clean, though breakfast felt overpriced. For two weeks, room service was mostly consistent, with just a few mistakes. Getting around was easy: the hotel is near the Central, District and Circle lines, and there’s a hop-on hop-off bus stop close by. Our standard double was clean enough, but quite small, and the old building has thin walls, so we could hear the neighbours. The finishes were rough too, with crooked light fixtures, a headboard coming away from the wall, and a messy strip of silicone around the tub. The drinking glasses were left above the toilet each day, which felt pretty gross, and there was no hand soap, so I guess the body wash was meant to do the job. None of that was a total deal breaker, but the room could use some work.

When I raised the problems, the staff were patronising and brushed me off. Nothing was sorted during my stay. The room was tiny compared with what had been advertised, and very dirty. I slept terribly because the bed was so uncomfortable. I wouldn’t recommend it unless you’re after a really underwhelming stay.

I’d been staying here for six years, so it really surprised me to see how far downhill it’s gone. The room felt grubby all over, and there was no tea or coffee in the caddy when I arrived. The taps were dirty with limescale, there was mould around the bath, and the hot water was unreliable. My mattress had deep dips, the pillows were lumpy as rocks, and I only spotted bloody fingerprints on the side of the mattress under the sheet when I was leaving and looking for an earring. There wasn’t even a phone in the room to call the lobby. The walls are paper thin. I was kept awake until after 3am. The TV still advertised room service, even though that doesn’t exist anymore, and the restaurant is gone. The breakfast buffet is £22.99 per person per day. Cigarette butts were scattered on the steps and around the entrance. It used to have Christmas trees and a lovely atmosphere, but now there’s nothing like that. I don’t usually complain or leave bad reviews, but I’ll be looking somewhere else next year.