Andaz London Liverpool Street, by Hyatt — Attraction in London

Not one to write reviews ever - this is my first.

Nor would I ever officially raise a complaint (wouldn’t want to negatively affect a person livelihood) but had a pretty negative experience here with a particular staff member - so I want to raise here so you know.

I missed my last train (Friday night 06/06/2025) , so I needed a place to stay. My phone didn’t have battery either so I couldn’t pre book anywhere.

I walked in, around 12:30 - 1 in morning and it was just me and this staff member “John Doe”. I was being friendly and chatty explaining my situation to him. During this initial conversation I mentioned, if I’m on my own I usually don’t care where I sleep, give me a single bed and my jacket as a pillow and I’ll be fine but it late and I just need to get a few hours Kip for the night so this was the closest available place.

Anyway, maybe it me saying that, or my youth, or maybe cause of the way I look (won’t mention specifics here - doesn’t matter). But the whole interaction from this point - up until I paid was negative and didn’t make me feel like I was welcome.

The only way I can rationalise it was that he didn’t think I could afford it and was maybe wasting his time? Still trying to wrap my head around it.

Few things stood out to me.

First thing

I confirmed i wanted a room for the night. He replied - “it’s expensive here”. Which is a weird thing to say to a potential guest but fine - given my earlier comments about not caring where I sleep. I say this cause at this point I’d confirmed that I was going to book a room and was happy with price.

As he was working to book me in, I asked if I could charge my phone cause i usually use Apple Pay for everything so wanted to charge it so I could pay using my usual method.

He said I couldn’t charge my phone until I paid.

I wasn’t asking for him to take my phone and charger and plug it in his office or desk.

All I wanted was to sit in the lobby and charge my phone in the various sockets I could see, as he worked to get me booked in.

At one point I remember him saying I could charge my phone at Liverpool Street station.. which felt laughable given there were sockets everywhere in the empty lobby.

Second thing

When it came time to pay, i mentioned about my phone at which point he finally mentioned that he needs a physical card. At which point i remembered it was pretty standard for most hotels.

As I don’t usually use my physical card, it’s not in my pocket so I had to into my duffle bag to get my card.

I presented my monzo card to him to pay and he said.

“You need to use your own card, with your name on it”

I was genuinely confused by this. He didn’t check the card before saying this. And he couldn’t have seen the details of the card cause monzo cards are blank at the front. Did he think i was using my parents card or worse did he think i had stolen someone else’s card? Still have no idea what he was thinking when he made this comment.

I replied back saying this is my card whilst flipping the card over to show him the details which obviously matched the passport I gave him earlier.

At this point i realised that at best this guy was clearly having a bad day and at worst being deliberately prejudice dare I say discriminatory towards me.

Either way it’s no way to treat a fellow human. Let alone a customer.

Few other things I want to mention but those are pretty minor.. basically poor communication (not explaining extra charges I.e normal deposit. Noticed after I paid that it was more than he said, no receipt offer, nothing about check out time etc). Not surprising given everything else.

One small funny thing - I always greet people with a handshake. Safe to say my first attempt was not really welcome. He did shake my hand after I paid.

Hotel itself was awesome, The room was great and the rest of the staff were lovely and I want to believe he was just having a bad.

Not one to complain but it genuinely felt terrible and I had to speak out.

Edit: He did let me use the toilet before paying. Which is...

Andaz London Liverpool Street review - By Flavour Venue Search. At Flavour Venue Search, we take time to research and review the venues we represent, to give first-hand accounts of quality to our clients. During a September 2021 research trip, we spent a night as guests at the wonderful 5* Andaz London Liverpool Street hotel. We’ve placed many corporate events at Andaz over the years, consistently receiving great customer feedback on their fabulous spaces and service. During our stay, we got to refresh our knowledge of their event capabilities, and sample the services, bedrooms, and facilities for ourselves. We were very impressed. As their name suggests, Andaz London Liverpool Street benefits from an excellent location. Situated only a few meters from the entrance to Liverpool Street Station, the hotel has excellent transport links and proximity to some of London’s key locations. Straddling the border between the energetic buzz of the Square Mile, and the trendy fringes of Shoreditch and Spitalfields, the Andaz is perfectly situated for corporate and leisure travellers. We were greeted warmly by the staff, with the offer of an arrival drink and comprehensive information on the hotel’s hospitality, including a complimentary wine and DJ hour. Small touches such as these create a welcoming first impression. We stayed in a spacious and comfortable Queen Bed room, which was quiet and exceptionally clean. Pleasing features included a huge television, complimentary mini bar, and coffee facilities, plus a stylish bathroom complete with luxurious REN toiletries. The room included fast Wi-fi, a work desk and internationally compatible sockets, meeting the requirements of business travellers and overseas visitors. In addition to great bedrooms, the Andaz features some fabulous leisure amenities. We enjoyed the mezzanine level pool table and were wowed by the on-site fitness centre. The gym included items rarely found in hotels, such as assisted chin-up machines and racks of heavy plates for squats and deadlifts. We worked up an appetite for the delicious breakfast served from their Eastway Brasserie. Andaz London Liverpool Street has an abundance of drinking and dining options. The aforementioned Eastway Brasserie serves a relaxed menu of modern flavours from breakfast and brunch through to all day dining. Sushi lovers will enjoy Miyako, an elegant traditionally Japanese restaurant. Lady Abercorn’s pub and kitchen is an opulently decorated space which serves pub food and locally brewed beers. Rakes café bar transforms from a top coffee spot to an atmospheric cocktail lounge as day becomes night. In addition to its plentiful hospitality, Andaz truly shines when it comes to event spaces. The hotel features a range of well facilitated meeting spaces and suites, offering the privacy, space and technology needed for seminars, presentations, and exhibitions. Their magnificent 1901 Ballroom is a grade II listed space of ornate white columned walls, polished floors, and an original stained-glass dome. A wonderful choice for conferences, weddings, and memorable gala dinners. Our personal favourite is the uniquely impressive Masonic Temple. Lavishly decorated with marble, rich woods and ornate ceilings, this underground space is ideal for photoshoots, private dining, and corporate social events. Enjoying the Andaz as guests added to our confidence in recommending this truly excellent venue. We’ve long been aware of the quality of their prestigious event offerings but experiencing the warm helpful nature of the staff and enjoying top notch guest facilities in person was a real joy. Andaz London Liverpool Street hotel is a fabulous option for high class private and corporate events, plus 5* business and leisure accommodation. We are proud to feature this venue as part of the Flavour Venue...

The service I received before, during and after my stay at the Andaz London Liverpool Street was among, if not the very best experience I have had during a hotel stay. It was absolutely world-class, and I have told every person I know how amazing my stay was.

Firstly, Lorraine went above and beyond to begin my stay. The level of consideration and concern she showed me was absolutely fabulous. The fact that she sent me several emails with status updates for my early check-in request, exceeded my expectations. Then to receive a personal note with a bottle of wine and Lush bath and body products in my room from her was stunning! My room was perfect and all the amenities were such a treat. Being able to request a curling iron in advance is such a nice touch.

I left the "Do Not Disturb" sign on my room since I didn't need a room refresh or towels, thinking it would make me an easier guest for the housekeeping staff. After I arrived back from my room from a day out in London, I received a knock on my door. It was hotel security doing a wellness check, since I had the do-not-disturb still on my door for 48 hours. I was a little embarrassed to draw attention to myself, but appreciated the visit from them and knowing there is a hotel policy in place to help protect the guests is wonderful. As a solo female guest, knowing that the security protocol is on point behind the scenes is very comforting.

On my last night at the Andaz, I decided to order room service for dinner. I had my heart set on fish and chips, since I had not had it during my trip. Room service called to let me know they didn't have the right cod or flounder but could make it with sea bass. I accepted and they brought it to me quickly. The gentleman who delivered it was so kind and told me he would check on me in 15 minutes to see how I liked it. Well, fish and chips are not made with sea bass for a reason, lol - so when he called to check on my meal, I told him it wasn't the best. He offered to bring me another entree and I was fine with eating the chips and a little fish, but he insisted. I choose the Chicken Tikka Masala, of course, since it is another quintessential London staple dish. It was so nice of him to be concerned about my dinner and ensuring that I was happy - and the Chicken Tikka was delicious.

Another thing I enjoyed while staying at the Andaz was riding on the elevator. I am very anxious when having to ride an elevator, and am currently going through Cognitive Behavioral Therapy to help me relax, since elevators are a pretty common fact of life. For whatever reason, I felt so comfortable and safe riding in your hotel elevator. I think the lighting, informational flyers and the "woman's voice" who communicated what floor we were on and that the door was opening, etc...calmed my elevator anxiety. I thought I would share that 🙂

All of the staff I interacted with were professional and friendly. I appreciated the wine and beer hour, and the gentleman who poured me a glass of sparkling wine also gave me some advice for where to get a quick dinner in the hotel before meeting my friends in Soho.

I will, without a doubt, stay at the Andaz London Liverpool Street the next time I visit London. The location is perfect, the hotel is beautiful and the service is perfection. I truly appreciate all the care and consideration that was given to me during my stay because it made me feel seen and valued.

Well done Andaz London...