Lancaster Hotel - London, United Kingdom 

Central and Nice Staff
Posted: Mon, Oct 22 2007
I booked direct with the hotel at the last minute. Polite and efficient guy on reservations, and an OK price - £130. The doorman saw me struggle up the street with my bags and came to take them from me, which was nice and welcoming. Check in was quick -although there was a queue (6pm is a busy time) I was dealt with quickly and by a very courteous Australian guy - overall good impressions so far. Although I had booked a standard room, I'm pretty sure I was upgraded as I was on the 17th floor, with a great view. The room was one of the smallest on the floor plan on the back of the door, but perfectly well sized for one person, very nicely decorated, clean and well appointed. Smart, small marble bathroom, turn down service, very comfy bed, complimentary water and coffee. Strange they have no pay movie channels, but overall very acceptable. The renovations are complete, so there is no disruption. The hotel tower itself is monumentally ugly, but from street level the impression is very different - smart, and welcoming. I didn't have the negative experiences of other people who have reviewed here and I really like the fact that the manager responded to the very negative criticisms of the last reviewer. For a large London property, this was good value, almost Marriott standards at half the price and I will definately stay here again, as well as in future using it for the business meetings we arrange.

A delight
Posted: Sun, Oct 21 2007
I stayed at the Royal Lancaster whilst in London for a few days... I liked the great location, minutes from Hyde Park and not too far from Paddington, for easy access to Heathrow Airport. Overall , everything went smoothly. In spite of being centrally located, my room was quiet, and I had a great view over the Park. Eveything was clean. The concierge was very helpful, and made me feel welcome. Overall the staff were good. I would certainly consider another stay there when I am in London next.

Lacking in Customer Care
Posted: Sat, Sep 29 2007
We only stayed for one night and it was a total suprise from my partner for my Birthday and was meant to be a relaxing weekend....and it was untill we apprached the checkin desk at reception. The person checking us in was most dissmisive and unhelpfull, this was detected in both his tone and manner. We were made to feel very unwelcome and felt totally out of place. We finally got him to help us but felt we wished we hadnt bothered and still made enquiries ourselves to be sure what we had asked him had been done, not the sort of thing you should have to do being the customer. Breakfast came and the fried eggs were very undercooked. I asked if they could be cooked a little more. After 10 minutes , and my partner had finished his, my breakfast returned with burnt food food and dried up beans and very overcooked eggs, this was due to the whole plate being put under a grill to cook the eggs...its not worth £19...so eat out if you get the chance to have Bed only basis...take it!!! On check out we spoke to the duty manager about our stay. In fairness we didnt raise the issue of the awfull breakfast as it was quite a joke to think a chef in a 4* star hotel can produce food to such a low standard. We talked about the attitude of his reception checkin staff but after going back and forth a few times realised he was of the same mentality. He did offer to look after us next time we stayed with the Royal Lancaster, but fortunate for us...there wont be a next time. Overal the room was ok, clean, tidy, basic but with a comfortable bed..nothing special.

A good experience and good value
Posted: Sat, Sep 15 2007
Booking at the last minute in London is always an expensive business - at least weekdays - but found the Royal Lancaster on Expedia at a good rate. The rooms are fine, if slightly showing their age, and there are great views from the top floors. I ate once in the Island Restaurant which was excellent and not too expensive and I had breakfast once, which was very good and cost £16. I agree with the person who said that the hotel lacks a bar. The Island bar makes you feel you are sitting in the restaurant and the lounge is very stuffy and formal. The staff were all friendly and helpful. Location is good, as it is beside Lancaster Gate tube station and Kensington Gardens, over the road, is charming and a great place for an evening stroll. Will definitely use the Royal Lancaster again.

Don't recommend this hotel
Posted: Thu, Sep 06 2007
We stayed a week in this hotel in June 2007 and I would not recommend this hotel. Although it has good location, it is advertised as a much better hotel than it actually is. The check-in was slow. We asked for a room on a low level floor if possible, as one of us doesn't like heights. We were given a room with 2 double beds squeeze in, so you had to almost sidestep around the room. Our view was of the scaffolding and builders feet. The noise in the morning was very loud, and we were not aware the builders were directly outside our window until we opened the curtains and quickly shut them again! They should have warned us of this. The builders could see directly into our bathroom unless the curtains there were pulled so we spent the weekend with lights on and curtains pulled. We booked with the hotel management directly, and asked for breakfast to be included. On our first morning at breakfast, we were (quite abruptly) moved from one breakfast room to another one (there are different ones depending which room you stay in). The lady at the desk infront of the room wasn't in a very good mood, got the impression no one slips by her for a free breakfast. We were told breakfast wasnt indluced in our stay. Although we had already paid for it. We let it go and had it anyway, deciding to deal with the bill when we checked out. Service at breakfast is poor, staff are in a daze as another reviewer said and they dont listen when you order. We asked for a pot of hot water (as we dont like strong tea) and we got a milk jug of hot water, not a pot. We were going to the theatre so we asked the concierge about taxis etc. He said ther was no need to order one as there were always taxis waiting at the front door. He told us to go to the front door at 7 and we would get there in plenty of time for the theatre. We decided to eat in the restaurant in the hotel, the small one near the front, cant remember the name. We arrived at 6pm, and ordered by 6.10. We asked the staff would we be served by 6.30 as we were going to the theatre. Long story cut short, our order never got to the kitchen, which is in the restaurant and you can see the waiters handing the orders to chefs. They were not at all apologetic and didnt' offer to take the wine we had started off our bill. We walked out, expecting them to call us back and apoligies but nothing. Then we got to the front door and there was a queue of people waiting for taxis. We were still waiting at 7.15. We ended up being late for the theatre and no apology or acknowledgement from the staff. Overall its fine for a short stay but not worth the money they charge. In need of refurbishment, carpets in lobby are stained etc.