St. Pancras Renaissance Hotel London, Roof Garden

Stayed here two times now. Very disappointing hotel. It’s dated and the customer service is horrible. On this visit I booked a king deluxe room. At check in, the deck agent said I was being given a twin room. I showed her my reservation confirmation for king deluxe ( (I’m Elite Hold Dtsyis with Marriott) and she said it was not available. I objected and she went to speak with a manager. She returned and said I’ve given you a king that was reserved for someone else. The room was dark, outdated and looked out to the slanted tile shingle roof with no of anything but the side of the shingle roof. Also they asked for my credit card at check-in. Later that night I reviewed my Credit card statement and saw that I had been charged over $1100 on my credit card. I called guest services to find out why I had been charged this amount and they said it was for a deposit of the room charges and $100 a day for incidentals. I was never told that I was going to be charged this amount on my credit card upon check-in. Upon checkout, I advised the agent, the same one who checked me in, that I wanted to change the final payment to another credit card. I inquired about why I was charged over £1100 for the incidentals and the room rate at check-in. She said I told you you were going to be charged for that. She had not informed me that I was being charged for entire amount of the bill and £100 a day in incidentals at check-in. Her response was rude. The staff in the hotel bar (Hansom) were nice and very welcoming. Also the receptionist at the Booking Office Restaurant was very nice. I cannot say the same for the person who checked me in and out of the hotel. This is definitely not a five star hotel. Maybe stretching for 3 stars at best, based on my experience, it’s 2-2.5 stars. I will not be staying here again. There are much better options in the area with much better service, amenities and definitely much more pleasant check-in staff. My final comment is about the room amenities. There were 2 shower caps and hand lotion. Really???

This hotel was very underwhelming. We booked a FAMILY room. It's in the Bartow's House wing. In order to get to that section we had to pass by a hall which the smell was overwhelming of what was being cooked in the kitchen for the restaurant and you can see what's going on in the kitchen. The hallway/room smelled humid/mold. The room was very dark. The bathroom, the tub was at least a foot higher. Make sure you grab onto the bar to get in! Bathroom had visible mold... 🤢🤮 I could not log into their WiFi and their IT never followed up. So I was stuck with a phone without service. Yes, hotel appeared in many films. Yes, it's historical but I would honestly NEVER stay here again! Even if it's free through the points. Not worth it! Other historical hotels out there that are in better shape.