The Sheraton Grand London Park Lane, Exclusive Hire

On my first night I was woken up at 5 am by a large group of people returning from partying. There is a large gap under the doors so there is basically no sound insulation. When I went down to the desk, instead of apologizing, the person at the desk asked me why I didn’t come down and get them involved sooner (ummm…because I was trying sleep)! After I was told that the party people next door would be there for the next several days, I asked to be moved to another room. I was then given another room that was significantly worse than my original room. I went from a spacious suite to a room where there is about six inches of clearance between the bed and the wall. The bed was completely detached from the headboard, the mattress sloped like it is 20 years old and the thermostat was not functioning. My new key was not enabled with club access (my original was), so back to reception… I asked to be contacted by the manager, that didn’t happen. Nobody apologized for the multiple inconveniences, but did ADD A 5% SERVICE CHARGE to my bill. On the positive side, the location is central, the bellhop at the front door was friendly, and the restaurant and club staff were professional.

If I had the chance to give this hotel rating 0 I would! I had an incredibly disappointing experience at this hotel, particularly with the reception staff. Upon arrival, I was quoted a different price than what was clearly stated in my booking confirmation. Luckily, I had my confirmation at hand to prove the correct, lower rate. To make matters worse, the staff attempted to force me into either upgrading my room or paying additional fees for my child, despite the fact that he is under 11 years old and should have been accommodated without issue. Their lack of professionalism and empathy, especially after a long and tiring flight, was both frustrating and unacceptable. This hotel is far from the five-star service it claims to offer. The rude and inflexible behavior of the staff completely ruined my vacation, leading me to leave and book another hotel. I strongly advise against staying here if you value good service or a family-friendly environment.