Cheval Gloucester Park — Hotel in London

Disappointed with My Recent Stay at Cheval

As a returning guest, I’ve always had high expectations of Cheval, but my recent stay was deeply disappointing and far below the standard I’ve previously experienced.

Despite paying the full amount in advance, I received an email stating that payment hadn’t been received. This caused unnecessary stress, including my card being frozen — a serious inconvenience that could have affected my travel. After multiple calls with both the hotel and my bank, it turned out to be a staff error. On top of that, the security deposit was mistakenly charged twice. Though eventually refunded, these financial mistakes should never happen at this level of service.

I had also paid for an extra night just so I could access the apartment early in the morning, but when I arrived, nothing was ready as requested — including the bed configuration — and deliveries to my apartment were delayed multiple times.

I had asked for a late checkout and was told the team would check with management. However, the next day, the staff member’s reaction made it clear that she either forgot or never followed up on my request — again reflecting a lack of attention to detail and communication.

While I did receive a response from the General Manager, and I appreciate the effort to explain and apologise, it felt like a general reply rather than a personalised resolution. At these price points, guests should not need to escalate issues to receive basic service standards.

I’m sharing this not to complain, but in the hope that Cheval takes this feedback seriously and strengthens its internal processes — especially around communication, accountability, and financial accuracy.

Wishing the Cheval team all the best in making the improvements needed.

Dear Mr. James,

I’m writing in response to your recent reply on Google, and I’d like to clarify a few points that your message misrepresented.

Firstly, it was I who contacted your team—not the other way around. Upon receiving an alarming email from your staff claiming that my payment was incomplete, I immediately reached out to both my bank and your hotel to investigate. Only after these efforts did your team acknowledge the mistake and send a follow-up apology. However, by that point, the damage was already done—my card had been frozen as a direct result of that initial email, despite your claim to the contrary.

Secondly, citing positive reviews from other guests does not address or invalidate the very real and specific issues I encountered. It’s concerning that instead of acknowledging the impact of your team’s error on my experience, your response attempted to discredit my account by leaning on unrelated feedback. That approach is not only dismissive but unprofessional.

Moreover, I find it troubling that while you chose to issue a public reply, my last direct email to you remains unanswered. Ignoring private communication in favor of managing public optics does not reflect the level of integrity or service one would expect from a reputable establishment.

I hope this message provides a clearer picture of the situation. Should you be genuinely interested in addressing the matter professionally and respectfully, I remain open to further discussion.

Kind...

We always stay at the Cheval Gloucester Park, as it's simply the best spot to stay in London, with beautiful and comfortable furnishings, exceptional staff, and a great location. It's easy to feel both at home yet have an enjoyable vacation experience.||||Some key reasons for us:||--The staff is both professional and extremely helpful with whatever you need. There are many outstanding professionals, but this time we're particularly happy with Juliet who went out of her way to help us when our plans changed.||--Your privacy is also a top priority: there are only three suites on each floor, which can only be accessed with the fob. You can get deliveries in a 'double door' storage area which means that you do not have anyone knocking on your door. The only entrance to the hotel is through the well-manned lobby.||--Cleaning is superb. Everything is always spotless.||--The living space and kitchen are extraordinarily comfortable and usable. The living space isn't an afterthought, allowing you to fully relax instead of being on top of one another. Everything is well laid out, and thoughtful: blackout blinds, plenty of towels, lots of storage, a safe in each apartment, even interesting books to peruse.||--Don't feel like going out? We have ordered in or even cook food with the full kitchen. There's a great Waitrose right below the hotel so you can buy whatever you need for groceries.||--The balcony is a great place to unwind with a nice cup of tea (made with your kettle and coffee/tea items provided). ||--They also give you a welcome pack with food for the first morning--ok, it's enough for a couple mornings!--so you don't have to worry about that when you arrive. It's just another nice touch that makes you feel relaxed and welcome.||--There are many restaurants close by, at all price points. Kensington is a beautiful (and safe) area to walk, too, especially with Kensington Park only ½ mile away.||--You can hop on one of the three tube lines (Piccadilly, Circle & District) that run from the Gloucester Road station right below the hotel to get at any point in the city easily. ||||We've now stayed at Cheval Gloucester Park about 7 times, and can't imagine staying anywhere else in London....

I cannot wait to share how exceptional the Cheval Gloucester Park is - and I haven't even completed my stay yet! This property goes far beyond a five-star experience, with meticulous attention to every single detail.|Upon arrival, I was immediately impressed by the thoughtfully stocked refrigerator, which included milk, eggs, chicken, cheese, bread, and croissants - absolutely perfect after a long journey. ||The service is impeccable; whenever you need something, staff respond instantly.|The apartment itself is simply stunning and immaculately maintained. Top-of-the-line kitchen Miele appliances including a full-size refrigerator and washer/dryer combo complement the sophisticated design. The bed is extraordinary, featuring the most luxurious linens I've ever experienced. Cutting-edge lighting creates a beautiful ambiance throughout the apartment.||The marble bathroom is a true masterpiece. With heated towel racks, heated floors, and motion-activated lighting, it feels like a high-end spa. The rainfall showerhead provides exceptional water pressure, making every shower a delightful experience. (The only little criticism I would offer is adding a magnified makeup mirror.)||The living area is equally impressive, featuring a spacious balcony (which I'm sure will be wonderful in spring and summer) and a massive 65-inch wall-mounted TV. The bedroom even boasts its own large television.||Location-wise, you couldn't ask for better. It's just steps from the tube station, with restaurants, pharmacies, and grocery stores surrounding the property. ||The front desk staff, including Pina and Michael, are incredibly welcoming and constantly go above and beyond to ensure guest satisfaction.||This truly feels like a home away from home - and honestly, it's far more luxurious than my actual residence. I'm so convinced of its excellence that I've already booked my stay for next May.||For travelers seeking an unparalleled accommodation experience in London, the Cheval Gloucester Park is an...