Hotel Riu Plaza London Victoria — Hotel in London

Absolutely appalled. Just go anywhere else. Feel free to read if you would like. I have photos and videos I want to attach if it will allow. We checked in, the lady was immediately rude. We get to the room, and have to rush off to a reservation. Get back finally around 11/12am to the room. It was a a family suite for 3. So a normal bed and a couch bed. The whole issue was that our room WAS NEVER PROPERLY CLEANED. The way they handled this situation was the problem. Let’s start off by saying our entire stay, 3 people, close to $400 a night. I paid more cause I want a “nice place” for my birthday. There actually was two couch beds, I open one, disgusting, lipstick stains dirt, the other sand or sugar flew out with children’s hair ties fall from the bed. We didn’t have enough towels for the bathroom, or pillows period for all 3 people. When I went to the front desk I was offered no solution because they were fully booked to ANYTHING. A random guest (my night in shining armor) suggested sending someone down immediately to rectify the situation. Again this was MIDNIGHT ON MY BIRTHDAY. They sent a staff member down with clean sheets and I literally made my own bed on my birthday and just worked around the dirt, sand and children’s hair ties EVERYWHERE. Even had the one employee who brought the sheets witness the mess to have proof!! We wanted to be close to places we could walk too but honestly other than Buckingham Palace there is better places you can be and do the train. The next morning at 10am before breakfast I received a call and was told they could upgrade us to a different room. At this point we had already cleaned up the room ourselves and made the bed and all our stuff was out. We had less than 24 hours left in London and maybe 6 hours of sun left for the day, so packing up to move would of been a hassle and waist the only full day we had. I said honestly he room is bearable now thanks to ourselves so I appreciate it but with our injured 3rd person it would be harder to move at this point and it was only one more night and we had stuff all day booked we couldn’t miss. Maybe had they told us that the night before we wouldn’t of unpacked our bags as much for the day of events planned but they barely did anything the night before. Oh did I mention our water was broken? 😂 the heat and pressure was off. I specifically talked to the manager the next morning in person after the call. I said I really do appreciate the offer but it would be more work for the injured/elderly guest in the room to move at this point but if we could PLEASE no matter what have the water fixed that we were heading out for the day so the room would be empty so send whoever to fix it. We came back to the room, no one tried to contact me via my cell phone or anything. I got an email to my Amex travel advisor who was trying to help up with solutions the night before that they TRIED to come in but we had a do not disturb on the door. IM SORRY I GAVE YOU FULL PERMISSION, and you could of called me to check but no, you saw a sign on the door and moved along? When I specifically told he manager if there’s one thing they could do that would be it 😂😂😂 So dirty room and Luke warm water. Yes ok we could of moved the second night fine but the first night should of been reimbursed or something done?!? NOTHING, NOT EVEN AN APOLOGY…LITERALLY NOTHING. Side not the hotels surrounded were booked as well and the only one open was $1300 a night 😂 Anyways, I am tired of typing, long story short DO NOT...

We arrived here and found the location to be perfect, just a short walk from Victoria station. We were early for check in, but knowing there was luggage storage available we went to the hotel to ask to store our bags. We had to check in to do this, which took about 20 minutes in total, which seemed a long time. The room was not ready, which was fine, as I said, we were early. The lady who checked us in said they would send us an email when the room was ready but it was fine to leave our bags. We left the hotel and did not return until the evening- about 8pm. We had not received any email to say the room was ready. We went to the check in desk and again spent about 20 minutes there being checked in. A person in my party said in conversation between us that we had already done all the check in. The person working, called Omer, overheard this and said he would upgrade our rooms to superking. Excellent we thought. When we were finally checked in (2 rooms), we went up to one and checked in to find a lovely room with a skyline view. When we went to the second room, we entered a room which was already occupied by another guest. We went back to the reception, where Omer served us again. However, when we explained the situation, he didn’t say anything, just sighed and then spent another 20 minutes on the computer, when he handed the keys to a new room he just said “sorry”. Eventually we were given another room, we went up to this room and when we entered, it again was occupied by another guest (who was asleep in bed!!!). We went back down to the reception again, and explained the situation. There was still no apology given and between Omer and another man, they spent another 20 minutes sorting new rooms. Note-the room in question for a single female who no longer felt comfortable, worrying someone would be able to let themselves into her room. When we left the reception desk, we still had not had an apology from any staff for the severity of this issue. When one of our party mentioned this, Omer said “I did say sorry” and rolled his eyes and threw his hand in the air. This time they moved both rooms instead of just one to a brand new floor. Originally both rooms (being even numbered) would have had a sky view. However, these new rooms only one had it, which we feel was unfair. These rooms were fine, breakfast was fine and plenty to choose from. The following day, we put our luggage in storage again whilst we explored for the day. When we returned to collect it, Omer told one of our party to go into the luggage room to retrieve it - he could have taken anyone’s belongings!! However, he then found that our luggage was actually hanging in the reception area. Since returning from the hotel, our party leader has emailed the hotel twice asking for the management details and is yet to have a reply. We appreciate that this is a brand new hotel and to expect teething problems, however, we don’t expect the severity of security to be compromised, nor do we expect the sincere lack of...

I am compelled to share my recent experience at Hotel Riu, an establishment that claims to uphold a 4-star standard, yet sorely falls short in delivering the expected level of hospitality and service. Regrettably, the incidents I encountered were profoundly disappointing, and I believe it is important to shed light on them to manage future expectations of potential guests.

Upon check-in, I was dismayed to discover that I had been assigned the wrong room. When I sought clarification from the manager, Shandy, I was astonished by her attempt to blame the error on my travel agent. Subsequently, my travel agent confirmed that the booking was, in fact, accurate. This initial encounter left me questioning the integrity of the hotel's management.

Despite assurances from the Hotel General Manager, Gabriel, that he would personally address the issue, no follow-up communication was received. In fact, I had to proactively reach out for a resolution, only to be redirected back to Shandy for resolution. This lack of proactive communication demonstrated a disconcerting level of negligence and unprofessionalism.

To further exacerbate my concerns, the hotel attempted to charge my team for a room that had already been paid for. This oversight not only inconvenienced us but also underscored a significant flaw in their internal processes and attentiveness to financial matters.

The condition of the hallway floors was substandard, consistently filthy, sticky, and obstructed by numerous housekeeping carts. Moreover, the energy-saving light switch, while a commendable ecological effort, created an eerie atmosphere reminiscent of scenes from a horror film, far from the inviting ambiance one would expect in a reputable establishment.

In an attempt to make amends for the room error, the hotel sent a gesture of apology in the form of a bottle of wine. However, the staff's blatant disregard for privacy and decorum by entering my room unannounced to deliver it, despite the "do not disturb" sign being in place, was both shocking and unsettling.

Lastly, when faced with the practical request of coordinating a taxi for my early morning flight, the front desk nonchalantly informed me that they do not offer such assistance. This indifference to a guest's basic transportation needs further underscored the hotel's lack of understanding and willingness to accommodate their patrons.

In conclusion, my experience at Hotel Riu was far from the level of service one would anticipate from a 4-star establishment. The accumulation of these incidents ultimately tainted my perception of the hotel, and I cannot envision myself or my team returning to this location in the future. It is my hope that this review serves as constructive feedback for the hotel to address these deficiencies and enhance their service standards for the benefit of...