The Westin London City

The lounge experience dragged down what started as a good stay. Check-in took long enough that I couldn't use it on day one. On day two I was told the lounge was under renovation and the restaurant was filling in. There were only seven or eight tables in a cramped space, no charging points, and just one or two food items, a wine and a few beers, cheese and some fruit. When I asked, staff said that was what they had. Is this the Westin lounge standard? Even ordinary hotel lounges are better. The check-in and first interaction with staff were very good, and the concierge team was amazing and helpful. But I used 65k points per night for this property, and as a Titanium member, I was disappointed. I won't even get into the room quality. If the usual level of service isn't available, they should at least say so instead of lowering the quality. I won't stay here again.

The Lounge was a great place to sit and chat between check-in and check-out, and the breakfast there was solid. You're across from the Globe Theatre and two blocks from St. Paul's, with the Public, Globe and National Theatres all handy for a theatre trip. We saw A Christmas Carol at The Old Vic, about a 30-minute walk away. It's a great base for major London attractions, whether it's your first or hundredth visit. Christmas decorations and the general cheer added to the atmosphere. We had a lovely two-night stay at the Westin London City through its Marriott Bonvoy affiliation. The room was spacious and well appointed, with comfortable feather-filled bedding and working tech, including streaming for iPlayer and Netflix. Staff made it special: whenever we had a problem or asked for a recommendation, they jumped in to help. They also gave us a tour of the hotel and facilities. The steam room was the best and hottest I've been to, perfect after pints and grills from Brigadiers around the corner. The sauna wasn't very warm, though that might've been the time of day. This place is now our go-to in the City, and I highly recommend it.

The bed and pillows were so comfortable that even a very fussy sleeper like me got a great night's rest. There were a few too many layers, sheets, blankets and duvet, though. A simpler arrangement might be just as elegant and a bit more sustainable. The whole hotel was impressively clean, from the public areas to the bedrooms, all spotless and well maintained. The service at the bar was excellent, and staff were polite, attentive and visible throughout, creating a warm atmosphere. Breakfast had lots of tasty choices, the attendants were friendly and engaging, and it was nice to have that human interaction. Amenities were fantastic too. Dinner was another highlight. I only wish I'd taken more pictures, as I managed just a few of the meal. It was a beautifully clean hotel with great comfort and lovely service.

The location was excellent, a short walk from several train stations and within walking distance of St Paul's, Borough Market and Tate Modern. We also went to the continental buffet breakfast every day and thought the selection was decent. Still, for the price, the stay fell short, and as a Titanium Elite member I got only the bare minimum of recognition. Almost all toiletries except soap had to be requested. After a long flight, having to wait to freshen up was frustrating, and in what was probably peak season each request took nearly an hour. Bathrobes also weren't in the room and had to be requested. Housekeeping then took them away without replacing them, so we had to ask again. The shower floor was very slippery when wet, and I slipped. Bath mats also had to be requested, and the one we got was small, leaving most of the area we walked on uncovered. We were supposedly upgraded to a high-floor room, but the window looked directly into offices in the adjacent building, so it didn't feel like an upgrade. We were on our honeymoon, which we'd mentioned before arrival and at check-in, and were a little disappointed. Maybe it was the NYE effect, but I'd hoped for a better chance at an upgrade at a Bonvoy property than at other hotels at similar prices. This was also the only five-star property that didn't provide welcome notes or amenities. Some places even leave handwritten notes daily at turndown. Buffet breakfast also isn't automatically an Elite member benefit here; you have to trade welcome points for it. As things stand, this property is terrible value for money.