Taj 51 Buckingham Gate Suites and Residences

The most upsetting part of our five days at Taj Buckingham London was the repeated late night intrusion. On three consecutive evenings, between 8-10 PM, male and female Indian staff knocked on our door. Twice they entered without permission to offer massage services. Strangers coming into our room uninvited late at night, while we were already sleeping, felt unsafe and invasive. It was completely out of line for any hotel, especially one calling itself luxury. The problems began before we even arrived. The hotel hadn't properly coordinated our airport pickup with its third-party driver, who was left confused and without clear communication. After the long flight, I then had to wait 30 minutes in the lobby while they double checked with finance that my payment had arrived, even though I'd paid everything in advance. It was ridiculous. I booked a 1-Bedroom Suite with a living room, expecting it to be clean and comfortable. Instead, the couch smelled strongly unpleasant, and the sheets and pillowcases smelled as if they hadn't been properly laundered. The next morning, breakfast staff agreed I could have breakfast in my room the following day and didn't mention extra charges. When it arrived, I was suddenly billed another £100, even though breakfast was included in my room package. The lack of transparency felt misleading and extremely unprofessional. At nearly £1,000 per night, the operational gaps and service failures were unacceptable. The stay was stressful from start to finish. I expected professionalism, privacy and a seamless experience, and got the opposite. I hope management addresses these serious issues. No guest should have to go through this.

The team put real effort into making sure we were comfortable and had help whenever we needed it. We also loved being able to walk or take the train around London from such a handy location. The room was incredible, and having a kitchen and washer-dryer made a big difference for our family. Taj 51 worked much better for us than a luxury hotel, and it exceeded our expectations, which isn't always easy for a five-star stay.

After staying here on each of our 5-6 London trips over the last 12-14 months, this has sadly been our last visit. We used to love the Taj chain for its customer service, but the way this was handled left us with a very sour impression, and I don't think we'll return. We booked about two weeks ahead, then asked to move the dates because of family matters. That request was declined under the cancellation policy. We decided to give the booking to another family member, who noticed we'd paid far more than the current rate: one night had dropped from £517.50 to £360. I asked them to match it, since charging a regular returning customer so much more felt like bad practice and showed little care. They refused again, though they then said they were willing to change our dates. The hotel has also been under constant renovation during these past 12-14 months. Each time we visited, the service fell short of the high standard reflected in the price. We understood the situation and never complained at the time, but this experience has changed how we feel about the TAJ chain.

I was sorry to leave and am already looking forward to coming back. Even during the recent tube strike, I could walk to most of my planned events. The suites and apartments feel like a luxurious home away from home, and having a washer-dryer in the room was a very useful bonus. Service is warm and attentive, and I also enjoyed the happy hour at the bar and restaurant. This is easily my favorite hotel in London.