Rafayel Hotel And Spa

We were asked to contact the hotel privately instead of posting a public review. I don't think that helps future guests, or encourages the refurbishment and honest reclassification this place clearly needs. This stay was disappointing from beginning to end, and booking platforms should make sure ratings reflect the actual standards. The hotel presents itself as five star, but to me it barely reaches three. The experience felt misleading and far below the expectations it set. I'm baffled by the five-star reviews and question whether they're authentic. It also makes me wonder how Booking.com checks the ratings on its site. The decor is tired, tacky and cheap-looking, with no consistent design. It feels random and dated, and even a technically clean room comes across as grubby. Our bedroom was small and looked out onto a large yellow storage building. The flooring and decor were worn, the lighting controls were confusing, and the sockets were awkwardly placed, with none by the bed. There was only instant coffee, no machine or biscuits, and none of the little touches I'd expect at a genuine five-star hotel. Security was almost nonexistent: people could come in from the street and use the lifts, with no key fob restricting floor access. The bar had no atmosphere, and its bartender was unfriendly. After the spa, both my husband and son felt itchy, which worried us. The location was poor too. You can spend a fortune on Ubers, walk about 20 minutes to the nearest Tube station, or take a bus first. Reception staff were polite enough, but seemed tense. We overheard other guests complaining about the misleading star rating and the standards. The hotel builds expectations up with its self-awarded five-star positioning and then badly underdelivers. If it were advertised as a three-star place, expectations might fit and complaints could fall.

We were hungry enough to eat what was served, but none of it was enjoyable. We had booked a Mediterranean-style afternoon tea, yet the food didn't resemble afternoon tea or a quality dining experience. There were mozzarella sticks and spring rolls that seemed like frozen party snacks rather than freshly made food, shop-bought-looking scones, and cheesecake that didn't seem to be made in-house. The drinks were machine coffee, which didn't suit afternoon tea. We'd shared our dietary allergies ahead of time, so the selection was limited, but that doesn't explain the poor quality, presentation or effort. There was no menu, very few staff around, and no clear way to raise concerns during the visit. I took the concerns directly to management and sent photo evidence, but got no meaningful resolution. For the price, this fell far short of expectations.

Cold, rainy weather in London didn't spoil our stay: the room was clean, warm and relaxing for my wife and me. The staff helped us with booking and planning transport, and were friendly throughout. I also had a massage, which was very relaxing. I'd recommend it.

The restaurant food and room service were outstanding, and every staff member was warm and attentive. Our spotless room was huge, with amazing views and a private Jacuzzi. We had wonderful, friendly service and can't wait to return, this time for two nights.