The Pelham London - Starhotels Collezione

Our upgraded room was beautiful and wonderfully quiet, even though it faced Cromwell Place at the front. The Pelham itself is lovely, and the concierge team was exceptionally helpful. For a quick London trip, the location worked perfectly: right by the SoKen tube station, with dozens of restaurants just steps away, including the best Vietnamese food we've ever had. The V&A is a short walk, while Kensington High Street, Kensington Gardens/Palace and Harrods are a moderate walk away. It's also on one of the most useful Underground lines.

South Kensington is a lovely neighborhood, with Italian, Spanish and French restaurants, shops and bakeries close by. The Pelham is a gem of a boutique hotel, and I'd highly recommend it for a London trip. The rooms are gorgeous and really comfortable. I also loved the drawing room and library, lovely places for afternoon tea or journaling. From the honesty bar to the individual touches in each room, the details make it feel special. I've stayed in plenty of London hotels, but what puts this one over the top is how well each guest is cared for. Anna, Aswathy, Nazarene, Reaz, Ephraim and the whole team are world class. They make sure you enjoy your stay and feel truly delighted by it.

The room made it impossible to rest. There was constant noise from the underground, and it was dark, depressing and claustrophobic. The bed was extremely uncomfortable, with an absurdly soft mattress that gave no support. We woke with back pain and had a terrible night's sleep. Service was appalling from the moment we arrived. Reception staff were rude, indifferent and uninterested in doing their jobs. There was no hospitality or professionalism, and nobody helped with our luggage. We had to carry heavy suitcases up the stairs ourselves while staff watched. This place felt poorly managed, unpleasant and not worth the money. I strongly advise avoiding it unless bad service, noise, discomfort and total disregard for guests are what you want.

The hotel feels tired and outdated, with old-fashioned decor and a tiny lift. After our stay, we contacted them multiple times about the incident, and each time we were told someone would get back to us. We still haven't heard anything. That lack of follow-up is appalling. We were at The Pelham in London for an event at the Royal Albert Hall. While we were out one evening, my wallet was stolen from our room. We only noticed the next morning as we packed to leave, then told reception straight away. Staff were barely responsive and offered no meaningful help, urgency or reassurance. We waited at the hotel for police to arrive and were essentially ignored, with nobody checking on us or offering support. It was distressing, and the lack of basic care made it worse. The security setup also concerned us. There are no CCTV cameras in the hallways, and the room keys are kept behind the desk in a way that doesn't inspire confidence. The hotel didn't feel safe. This was one of the worst London hotel experiences I've had, with some of the poorest customer service I've encountered. I'd strongly advise choosing somewhere else.