Millennium Hotel Knightsbridge, Sloane Suite

Hotel in fabulous location but rooms (had superior) need in my opinion a little upgrade to match the standard of other locations in same chain stayed at. I had several issues with my stay and the hotel had phone issues (now resolved) which didn’t help however ultimately I have given four stars due to the communication and the human touch shown to me by the rooms division manager Cyrielle who once involved dealt with me promptly and most importantly treated me with huge empathy and understanding - without her my review for service would be a different animal. I can’t praise this lady enough for her service and this is the kind of professionalism that makes or breaks a hotel in terms of customer experience.

I have been staying at this hotel since I was a student at university; over 10 years now. The prices are double what they used to be for no valid reason. Rooms are VERY OLD; furniture didn’t change and rooms were never renovated. My stay in each of the last 3 years have been competitively bad. I was told I’d be offered a 20% discount on my stay this year and an upgrade to a better room (since last year was a disaster), but no promise was kept. I entered my room to find it not yet ready and not fully cleaned. I took a photo and emailed the person in charge, and an apology was all I got (apparently hygiene is not a priority at the hotel). I made the mistake of cleaning it myself before emailing them, funny enough the response was ensuring better cleaning next time instead of actually sending someone to clean it again or to offer moving me to another room. The shower curtain had stains and was obviously never taken down to clean it or change it (photo is also attached). I requested items to be sent to my room, in addition to an iron and an iron table. In boths times, I waited for over an hour and had to call again to have the items sent to my room. When they finally got the iron and the table after an hour, both were not clean and the iron table was broken (photo attached). The telephone in the room was not working when I first arrived, and had to call them to fix it. Few days after that it was not working properly. They did not even offer one of the “renovated” rooms I’ve been hearing about from the staff. This is the third year in a row where I travel back home with a complete disappointment and regret.