Radisson Blu Hotel, London Mercer Street — Hotel in London

It's unfortunate that I have to leave this review, but my recent experience has shown me how little this hotel's staff cares about their guests and ensures I will certainly not stay at this property again. While my stay was relatively standard—neither great nor terrible—what has transpired over the past two months has left me irate, confused, and utterly disappointed.

Initially, I would have rated my stay 4 stars based on its own merits. However, the way the hotel has mishandled my current situation compels me to give it only 1 star.

Here’s what happened:

I accidentally left my wedding ring in my room and immediately called the hotel while en route to the airport. The main call center directed me to the hotel directly, which was the first indication of poor internal communication. (Strike 1)

After receiving my final bill via email, I responded, mentioning the lost ring and asking for assistance in locating it. To this day, I have received no response to that email. (Strike 2)

I called the hotel directly and reported the lost ring. They promised to search for it and call me back. I never received a callback. (Strike 3)

The following day, I called again for an update and was told they were still looking and would call me back. Again, no callback. (Strike 4)

A week later, I called and was elated to hear they had found my ring! I arranged for Fedex to pick it up the next day and confirmed the details via the reception email provided to me, but received no response. (Strike 5)

When I called back a few days later to check the status of the handover, I was told no ring had been found, despite their earlier confirmation. I was promised another callback that never came. (Strike 6)

After weeks of back-and-forth, including involving FedEx and having my wife call, the hotel continued to provide inconsistent and conflicting information. My friend in London even went to the hotel to pick up the ring after one more confirmation that the ring is shown as still in the hotel, only to be told it had been handed over to FedEx—yet there was no record of such a handover by either the hotel or FedEx. We requested to be CC'ed on a complaint letter to FedEx, but never received any confirmation that it was sent nor CC'ed. (Strike 7)

At this point, I've decided to let it go. It's simply not worth the continued hassle.

This 1-star review isn’t just because my ring was lost and wasn't secured by the hotel—it's due to the confusion, the mixed messages, the lack of care and responsiveness, the empty promises, and the absolute failure in operational coordination and communication. This experience has been nothing short of a disaster.

I urge the hotel to fix its operations and take guest experience more seriously.

Edit: Changed from 1 to 2 stars as the hotel eventually was incredibly helpful, but only after massive persistence...

THIS IS THE BEST HOTEL IN LONDON. Before I touch on the stafff....LOCATION LOCATION LOCATION. You cannot beat this LOCATION. I was able to get food or at ANY time of the DAY or night. I was in WALKING distance to MANY things. COVET GARDEN is where YOU want to be. TRUST.....Rooms were great, very clean, very nice inside, and everything you would need. The breakfast was AMAZING. The lifts were a little on the small side but the location and I think that is a normal size lift in London. Things are just smaller and more compact. Not a fault on the Hotel. Alright, now the staff. EVERYONE on their staff that I met or interacted with was AWESOME. Very nice, helpful, and even when they were not sure what I was asking or saying they would ask another staff member or go look it up. WOW....Some people that REALLY stood out to me. Sorry, I did not catch last names and my memory is pretty bad with names already...Ed was very nice and helpful especially during check out he called me a black cab and made things so easy to get to Heathrow on time. Michael this man checked me in on my first day and I saw him though out the week but spoke with him again on the day I checked out. He was very helpful and listened to some of the complaints i had outside the hotel. Which I found to be very nice of him because it did not have to do with the Radisson but he listened with concern anyway. I was also on a very tight time schedule and asked for a couple items (ex. tooth paste) and he told me they would put it in my room for me right now...WOW....There were some nice workers when I had breakfast that made things very easy and enjoyable. I forgot their names otherwise I would shout them out....Anna, Philip, and SALVATORE these three IMPACTED MY ENTIRE TRIP (7 days - Feb16-23rd 2019) in such a POSITIVE WAY...I FELT BAD for NOT writing a review sooner. Like, that is how much I respected and loved their customer service. I can be a very loud and annoying person and they ALWAYS made me feel like i was their NUMBER ONE guest.....I try not to expect things from hotels because that is how you get disappointed. But after staying at the Radisson Blu Edwardian, (Mercer Street). I want this kind of experience for ANYONE traveling to London. Anna, Philip, and SALVATORE made such a positive impact on my trip that if they switched to a different hotel in 2 years, I WOULD WANT TO STAY AT THAT HOTEL....yeah....seriously... like FOR REAL. THIS IS A REAL REVIEW and i would be HAPPY to answer any questions or follow ups. - Victor Pham (The loud, respectful, Asian guy from the Bay Area - California. That stayed there for work but would still go out all night for fun and to enjoy the BEAUTIFUL...

Unfortunately I had a horrible experience at this hotel. We stayed only two nights, and unfortunately both nights were unpleasant.

MANAGEMENT: The fire alarm went off both nights, both false alarms. The second night it went off around 10:56pm and lasted about 40min. The manager had no idea what the issue was and did not know how to fix it. I felt bad because she seemed like she was on the verge of tears. When the downstairs control panel didn’t work, the manager left to find a different control panel. When we asked the front desk if they had called the general manager for help, he said no. We asked if they could be contacted, and he said “they will be here tomorrow,” but he refused to tell us what time. All he kept saying was, “it’s a false alarm, you’re welcome to go back to your room” while the alarm was still blaring upstairs. (The alarm wasn’t blaring at the front desk, only on the guest room floors 1-6, we were on the 5th floor). We decided to wait downstairs until the alarm turned off (in our pjs) as the alarm was very loud and unpleasant upstairs. The front office was filled with angry guests that were barefoot and tired. This seemed like an issue that the general manager should have been contacted about, but again they refused to contact them.

The official hotel website stated that there was parking available at a discounted rate for guests at a nearby parking garage (1 museum st). When we arrived at the hotel, we asked about the parking rates and they stated they didn’t know about any discounted rates for parking. We heard one of the employees whispering to another that the parking arrangement with the hotel had ended months ago. They then told us they didn’t know about any parking available and didn’t offer any alternatives. We had to find parking ourselves in the city without help, which ended up being very expensive.

ROOM: Half the lights in the room did not work. I would have appreciated all amenities to work while staying, especially for ~$400 a night.

The room was much smaller than expected. There was only room for the bed and a tiny round table, and for $400 a night I would have appreciated at least a counter (the bathroom is essentially the same size as the room, it was very cramped). That was my fault for not confirming room size I guess, but again I expected more for $400/night. It’s the smallest hotel room I’ve ever stayed in,...