Richmond Hill Hotel — Hotel in London

My family and I stayed over the Festive Period, some for 2 days, some for almost 2 weeks, arriving and departing at different times and days. From the moment I made the booking, Yvonne from the reservations team was impeccable and nothing was too much trouble, to the moment we all arrived at reception when we received first class service from the duty manager and his team. During our stay we visited reception several times to be met with the same professional, friendly and helpful standards each time. The breakfast was incredible. Bearing in mind this was possibly the busiest time of year, there was a fully replenished breakfast every single morning in the restaurant. Hot foods were piping hot, the selection was endless and the presentation was fab. The restaurant team were wonderful. From the front of house people who allocated our table to the various Managers who went out of their way to speak to us to the people presenting the food and the bar tender - all absolutely spot on. The breakfast buffet is served from 7.00 until 11.00 every day and from start to finish it's amazing. We also ate and drank in the bar area at night and again, every single person was first class and the food was spot on. Last but definitely not least is the house keeping team. The hotel was spotless and smelt divine. Our rooms were cleaned every single day including Christmas and New Year's Day and all other areas were kept immaculate, this team work tirelessly. This by the way isn't just coming from me, every one of our 10 strong party thought exactly the same. Like most people I've stopped at many hotels in my time both in the UK and other countries, both basic hotels, middle rate ones and premium ones and honestly the standards don't come better than this. There was not a single day during our stay that every single person was not on their A game and everything they did they did pleasantly and with a smile on their faces. It's clear to me that this hotel has a strong and experienced team, both leaders and colleagues alike. We've stayed over several occasions now and consistency is important to me and they always deliver consistently. Thank you Richmond Hill for making a family...

This place has potential, but during my stay wws let down by disorganisation.

Check in: Terrible It may say 3pm but upon arrival at 5:15pm only to be told our room wasn't ready. It took OVER AN HOUR to rectify their miscalculation with the excuse that "the person in the room is from Atlanta and we didn't realize they wanted to check out at 5:30pm". When we arrived it was "10 minutes max, just bring 'the kid' in" followed by another "15 minutes and will be ready soon" followed by "just 5 more minutes".

It's a good job we didn't try to check in at 3!

The room: Mixed Generally well appointed, with a good TV, desk etc but let down by some significant cons: A view of scaffolding and cars along with wiring hanging out from under the fixtures, partly torn bed linen (See images).

Service: Mixed Outside of the terrible check-in experience there was a number of generally worrying service experiences:

45mins for a slow brunch in an empty restaurant followed by trying to charge for a drink that never came (although this was removed quickly, thankfully).

Coming back past midnight needing a room key (I had to leave for before we got ours at checkin and my wife was asleep). The clerk on staff "wasn't allowed to do the computer stuff" so couldn't get me a key but would try to get his managerm... 2 mins later the manager is "too busy" (at 2am with an empty lobby). Thankfully while he may not have been trusted with the computer, the clerk was trusted with a master key he used let me into my room. Another example of good staff let down by whatever is happening with staff here.

There was some notable highlights in service with some of the staffs excellent care during the stay - notably especially the bar waiter in the evenings (Sebi I believe his name was), and during checkout during which time the Management team went to great lengths to apologize and make right the experience that we received, which was deeply appreciated.

Overall: Great potential, let down by issues. This hotel could, and should be an excellent place to stay, with my experience unfortunately tarnished significantly by a concerning set of service encounters that I hope will not...

We stayed for 1 night, NYE, and the overall experience was OK but at many times disappointing - especially considering the total cost of our stay and dinner.

Our room wasn’t ready upon arrival, despite us arriving at 3:30pm (check-in begins at 3pm). We were told we’d have to wait at least a further 30 minutes, so we opted to leave our bags at reception and make the most of our time in Richmond. We returned to the hotel just prior to 8pm as we had a NYE dinner reservation at 8:30pm.

Our room (424) was ok - large enough and good bathroom - but it was disappointing to see the bedroom carpet stained in several places. We would have complained if we were allowed to check-in on time, but were in a rush at this point to get ready for dinner.

Dinner in the main restaurant also had its disappointments. We were told our table wasn’t ready and we had to wait in the bar until 9pm to be seated. No complimentary drinks were offered by way of apology.

The starters were lacklustre, the mains ok and dessert was good. But not worth the £105 per head, overall. The ‘ballroom’ NYE party didn’t look like it was something we’d enjoy, so we opted to celebrate the passing of the new year at a bar in town.

What was really disappointing was the attitude of certain bar staff upon our return. We placed a drinks order only then to be told that they could only serve beer or cider (which we accepted), and then we were told that actually no we couldn’t have any drinks at all! Finally the bar manager intervened and apologised, ensuring we got our drinks. Bizarre customer experience.

Our late check out was disturbed by house keeping slamming doors and making lots of noise in the morning hours.

Upon check-out, we were asked how our overall experience was. We said it was ‘only OK’ but there was no attempt by the staff member to understand more. Again, disappointing.

It seems most staff in the establishment don’t genuinely care about customer service. The experience was a let-down overall and we won’t...