The Londoner Hotel

Reviews

• MM

  Madeleine M

  1 day ago
  3.0
  The hotel itself is thoughtfully and aesthetically designed. My only critiques in this regard is that the bathrooms do not have a door (the toilet and wet rooms are enclosed separately but there is no privacy in the basin area that separates the two), and there are no drawers for storing items that can’t be hung. Disappointingly, though, the hotel employs hidden pricing tactics. A substantial daily service charge was added at the end of our stay, which was not disclosed when we booked nor reflected in the room rate. Although you can request this charge be removed, adding it automatically is a predatory guilt-tripping pricing tactic designed to make you feel embarrassed or unable to request its removal. Furthermore, upon check in, we were presented with a voucher for two complimentary drinks for “redemption throughout the hotel”. We ordered two coffees at the main central hotel bar, located in the lobby of the hotel, only to be told we couldn’t use the vouchers there. This policy makes absolutely no sense and was not mentioned to us. Lastly, the substantial security deposit hold is taking an extraordinary amount of time to be returned, which is unusual as this was supposed to be a hold and not a transaction (holds should be able to be cancelled instantly, different to a refund). Issues like this leave a sour taste in your mouth and, when there are a plethora of lovely hotels to choose from around London, are reason enough to not return.
• JS

  Jwan Shaker

  2 days ago
  1.0
  We had previously booked a non-refundable stay, but unfortunately I experienced a high-risk pregnancy with bleeding, making it medically impossible for us to travel. We lost the full amount due to the non-refundable policy, which we accepted. When we were finally able to visit London, we initially booked two nights at approximately SAR 3,200 per night. We hoped that, after explaining our previous situation, the hotel might offer us a better rate if we extended our stay or perhaps a small gesture of goodwill. Instead, we were charged the much higher flexible (free cancellation) rate for the additional nights. We asked whether they could at least honor the lower standard rate, but were simply told that it was not possible because there were no rooms available. There was no flexibility, no goodwill, and no attempt to help. What disappointed us most was the attitude of the manager. The interaction was cold, dismissive, and lacked the level of hospitality you would expect from a luxury hotel. We never expected a refund for our previous booking, but we did expect empathy and a willingness to assist a returning guest. Luxury hotels are defined by their service as much as their facilities. Sadly, this experience did not reflect the standards or reputation of The Londoner, and I would not choose to stay here again.
• DM

  Donna Moore

  3 days ago
  2.0
  I was really looking forward to my visit, but unfortunately my experience was disappointing. When I asked the bartender if they could make me a Pornstar Martini, he responded with, “We only do classics, darling,” before adding, “We don’t do Sex on the Beach either,” despite the fact I hadn’t asked for one. The comment came across as quite patronising and made me feel as though I was being judged for my choice of drink rather than simply being told it wasn’t available. I had also booked a hair appointment at the hotel. However, when I arrived, there was nobody there to meet me. After calling, I was told someone would come over in around 20 minutes, despite my appointment already being scheduled. This was disappointing It’s a shame, as the hotel itself appears lovely, but the service I experienced fell well below what I would expect. I left feeling belittled rather than welcomed, and for a hotel of this standard, I expected a much more professional and courteous experience.
• AB

  Alex Be

  5 days ago
  4.0
  Mixed feelings about The Londoner. An absolutely incredible location in Leicester Square. Sights, food, bars all easily accessible. Hardware in the hotel is excellent. High quality furniture, impressive fit out, luxury look and feel. Rooms are a little small but to be expected in London. Gyms is amazing, wine selection by the glass in the lobby and 8th floor bar are excellent. But a lot of details missing for a hotel that is supposed to be 5 star. No drop off alcove sets the tone immediately. Low ceilings in the lobby lend to a less than impressive first impression. Staff training has a clear gap here. Lack of attentiveness, lack of communication training, lack of attention to detail. Simple things like failing to greet and smile when coming across guests, being unable to handle queries when unaware of the answer (rather than blankly asking what a welcome drink is). Vinyl wrap on the roof of the hotel bar is very poorly executed with bubbling all over the ceiling and failed cuts for ventilation systems. Small but unacceptable for a 5 star hotel.
• KA

  K A

  5 days ago
  4.0
  Always enjoy staying at The Londoner in the UK. It is very convenient to get around. Service in the bar lounge is excellent! This is the reason we come back to this hotel. The reason for not a perfect 5 stars: The rooms need better cleaning. There was visible dirt and hairballs in the room and restroom. The commode leaks and there is always standing water. The restroom is very small and can only accommodate one person getting ready. Breakfast is good. Not a huge selection but enough to get the day started. English breakfast is the way to go. At checkout, I asked for a printed or emailed bill. The guy who checked us out rudely said he could not do that and told me to get with whoever I booked my reservation with. Who doesn’t ask for a bill at check out, especially in another country? And which hotel doesn’t provide one? This was rather rude and needs training.

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