Aloft London Excel — Hotel in London

Stylish building and lobby, so we were expecting the rest of the stay to be on par with that.

Instead, we got very kurt service at check-in, with no special recognition for status - and then we were sent off to our new, but rather plain looking room down an endless corridor of garish stripy carpet with matching lamps. I had to run down twice to get my Mobile Key set up, but in the end I wish I hadn't bothered as it only worked about 50% the time, and using the keycard is ten times faster.

The room has an open-plan sink/wardrobe area, with the toilet and shower being behind a sliding door (that doesn't actually fully close, so it's all audible). Once you close the door, it's quite dark even with the lights on.

The toiletries looked and smelled like generic value brand stuff. The shower gel dispenser didn't work at all, which they did come fix eventually after two phone calls. The shower head would not stay on straight because of the stiff hose, and delivered a constant screeching sound to go with the variable water pressure and temperature.

Despite the soap dispensers and Marriott's waffle about sustainability, they offer disposable plastic cups in disposable plastic bags, and disposable plastic cutlery with your disposable paper coffee cups.

The food offerings include a little tuck shop, and a breakfast that couldn't possibly have redeemed the price they were asking for it. You get the feeling the food options are priced high not because of quality, flavour or effort, but solely because of the isolated location of the hotel.

If this was a no-frills budget hotel that didn't pretend to be anything they're not, I wouldn't complain about almost any of these issues. But presenting it as some sort of trendy designer hotel and then not even getting the very basics of in-room comfort or service right, I don't know what to...

So to start with I’ve stayed here quite a few times, I work at excel frequently as well as the surrounding area for meetings, today’s experience will make me not bother booking in this place again. Don’t get me wrong the pool is nice. That’s it. Rooms are over priced and over rated. But today experience just beyond what I’ll accept when spending money on any accommodation. To start with we where told that without the confirmation code we couldn’t be booked in. After I got my office to send across the confirmation we were told I HAD to have ID, after finally finding my driving licence we where told we had to pay £25 deposit on a already paid room which they already have card details to charge if any damage or room service etc. Then when I passed my company card over they refused to take payment because my name was not on it. On speaking with a manager and explaining the process at IBIS, Novohotel, double tree and premier inn had nothing like this the manager (Merwyn Dsouza) tried to state that I was lying and every hotel had these policies and restrictions. I spend 5 out of 7 days here each week. Clearly has no idea. Anyway after that rude comment he then decided to refuse me and my colleague entry to the hotel and told us to go to IBIS instead. I told him that’s fine I’d rather not stay here now with such rude staff. After taking his name from another staff member…. His name Merwyn Dsouza the manager who rudely called me a lier and told me to go to ibis, he then decided to follow us out into the car park and then tell me he could book us in. All because I got his name to make a formal complaint. This is not customer service. And for a premium hotel I expect 5* service, what I got today just showed me how terrible this place is and how fast it’s...

I stayed at this property a couple of times in December and while the room I was happy with there were problems with the facilities / communication while I was there.

The rooms seem well laid out, comfortable bed, good showers and quiet and easy to black out for a good nights sleep.

The main issue I had was with things on the website not matching what was offered. The site said the shuttle went both ways from Canary Wharf to the hotel, but actually its one way depending on morning or evening. When I arrived and pointed out the website said this I was informed this was not the case and I had to find my own way to where I needed to be! Not a huge issue as it has a good DLR connection but not what I expected and thus I was late. Another time the bar was closed for a private function but no announcement, it was purely by chance I found this out.

I have also had issues with keys not working for a late checkout despite being assured it will, not a big problem unless there is an event on at the eXcel and thus takes 30 mins to queue at reception.

What I will say is that on each occasion after a conversation with the duty manager they were very apologetic and did offer things as a form of apology so while there is work to be done they do admit when they get it wrong and do what they can, which is more than can be said for some hotels!

Overall a nice hotel with good rooms but currently with service levels that leave you unsure. the staff seem nice and genuine but just not very proactive. Happily stay again although not so sure I could suggest it to some friends and collegues as service levels would be a worry.

Another plus is the Fede restuarant is very good, breakfast is great (full english for Plats) also evening meals are...