The Chelsea Harbour Hotel & Spa London

We booked The Chelsea Harbour Hotel and Spa for a special occasion, expecting a luxury stay, especially at the spa. The reception staff were quite friendly, and the room was okay, with a nice lounge area, but the bedroom felt cramped. The shower was very small and the water pressure really weak. The spa was far below the standard we expected for a hotel marketed with a spa. It felt dirty and poorly maintained, the changing rooms and shower area smelled strange, and there was no staff member to greet us. The smell around the sauna and steam room put us off trying either. The pool was the only usable facility, but even there, the large mirrors were very dirty and looked as though they hadn’t been cleaned for at least several days. We’d planned to spend at least two full afternoons at the spa and ended up spending about half an hour there on the first day. I wouldn’t recommend staying here if you want a luxury spa experience. Breakfast was another disappointment. At £25 per person, plus a surprise £3 service charge for a self-service meal, we expected a decent selection. We waited 10 minutes for a table to be cleared. Then the eggs and beans were cold, there were only about three pastries, the orange juice dispenser was empty, and we waited 15 minutes for more sausages and bacon after they ran out. Given the high price, we expected better service and facilities. We won’t be coming back.

The suite was really nice, and being so close to the spa meant we could head down in our robes. The hotel staff were super friendly and accommodating. We also enjoyed walking around Chelsea. Would definitely recommend it.

The balcony upgrade was a nice touch, and the room itself was comfortable, well presented, and clean. My girlfriend and I had a pleasant stay, and the facilities were good. The staff we met were polite and professional and tried to accommodate us. Still, we waited about 45 minutes beyond the stated check-in time, then spent around 20 minutes unattended at the wellness desk, which cut into our time there. Better staff coverage and coordination at those service points would have helped.

My son and I were supposed to share the sofa bed in room 113, but it wasn't flat: the middle was higher than both ends, leaving my body curved with my head and toes sloping downward. I tried using two thirds of it in a fetal position, but the slope and metal bars made that impossible, so I ended up on the floor trying to sleep. My wife and daughter were asleep in the main bed, and I didn't want to disturb them by asking for help at that hour. I sent a message through the company website in the early hours and asked them not to knock or call. I received an acknowledgment, told reception about it when checking out, and was told the General Manager would contact me. No one did. So the later claim that nobody knew about my complaint was completely untrue. The spa facilities were really dated too.