St. Ermin's Hotel, Autograph Collection — Hotel in London

I stayed here 2 nights for my wedding in April and they fumbled the bag from start to finish. I gave them direct feedback immediately after my stay so they could rectify in private; but after two months they still have not given a points credit or refund for my experience.

Context - I have Gold status. Not the top tier but I was expecting a way better experience for £350/night.

Check-in: I arrived at 5:30 PM. Room was not ready (….when check-in is at 3 PM). Clerk calls a number in front of me asking if I should be moved to a new room - which ends up happening. I was hoping for an upgrade - as I stated in my booking notes that I was staying for my wedding, and my partner had spoken with the team in advance about amenities. The clerk then asks me why I’m staying at the hotel- clearly indicating that no attention was paid to either of these prior asks.

Room: the room is tiny. I can touch the bed and the desk simultaneously- which is incredibly inconvenient because I have a hair and make-up team coming in the morning. At this point, I’m already really stressed and emotional, and a service member comes by with some cake that was very dry as a gift. It would have been a nice gesture if it was not old cake.

I go back to the front desk to ask for a larger room because of the team and family coming in the morning. I am hoping that I will get upgraded as the hotel was not even close to full - but instead we are offered “another room in your tier”, which is on the direct opposite side of this horseshoe hotel. My fiancé and I pack all of our items ourselves and move them in several trips.

Room service: At 10 AM my MIL goes to the front desk to pay for a bottle of sparkling wine as a surprise - and pays by credit card. At 11 AM - the wine still has not arrived. We call the front desk, that she literally talked to face-to-face, and they have no memory of this happening. They say that they will connect us to talk to room service, to which I tell them to please fix it without me having to deal with it. In 15 minutes, a service person arrives with a bottle of sparkling WATER.

It’s now about 11:30 - we need to leave at 1 PM. I go down to the front desk in my wedding dress to figure this out. The manager gives a lame excuse about waiting until a chocolate strawberries plate from my parents was ready, which doesn’t explain why it’s taken nearly 2 hours for a bottle of wine.

By the time it arrives 30 minutes after this, we now have to pound the bottle of wine because we’re going to be late for our ceremony. There were no apologies, offerings, or even a free breakfast voucher at all by the staff or management.

After my stay, I provided feedback that I wanted points or a refund for my dreadful experience at this hotel. They offered me 10K points. I pushed back that this was, frankly, an insulting amount of points given that the cost per night is 90k points. They offered 50K points - which has still not been deposited to my account. I asked for this to be escalated to a higher manager, and no response has been given to date.

Do NOT use this hotel for special occasions. I have never felt so absolutely disrespected at a hotel and the level of unprofessionalism was...

I wish I had good things to say about our stay here, I was hoping for an amazing experience but the stay was very different. As a lifetime Titanium member I expected more.

The employees were nice and the area was perfect. That was really the only good thing about the stay here.

I booked this hotel for my wife and I’s 20th anniversary and asked for the Deluxe double / double room but when we arrived the rooms were very tiny and we couldn’t fit our luggage in there. We had two kids and lots of luggage, so it was very crowded and I was willing to pay for an upgrade, but it didn’t appear They had one.

However, with that said, I did ask for a high floor room when I booked the room with a view and also mentioned it was our 20th anniversary when booking the hotel through chat.

When we arrived, we got a view of the garbage can in the back and were placed on the second floor. We were woke up every morning around 7 AM with someone back there, banging something every morning. We asked for an upgrade and we’re told the hotel was full but to come back on Sunday - we stayed for a total of 5 days arriving on Thursday night and leaving the following Tuesday - when we came back on Sunday, they said that they were mistaken, and still couldn’t give us an upgrade.

Also, I purposely mentioned it was our 20th year anniversary on multiple occasions when chatting through the Marriott app and in the notes so that they could greet us as such and make my wife feel special but nobody mentioned that at all during our entire stay.

In addition the restaurant was very uncomfortable the seats were very low. Some of them had stools to sit in with no real chair. It was awkward and not fitting for a restaurant in this area at a four-star hotel.

The TV remote didn’t work or the TV didn’t sync well with it you could only click left couldn’t go right on any of the options. It took me a few days to figure it out but you would think at $600 a night. The TV will be very easy and have access to every content provider, but we just were able to watch sky news the entire time

We tried to get into the tea room one night, and we’re told that we would need reservations when the room was completely empty with only one table being occupied by two people. We understood that there might be people coming, but when we went to Starbucks around the corner and came back half an hour later the room was still almost completely empty.

Again, the area was perfect…close to Buckingham Palace along with Westminster, Abbey and Big Ben but we will not stay at this hotel anymore. We Will look for other options...

I can't review the rooms as we didn't stay in the hotel but we had afternoon tea followed by drinks in the bar.

Afternoon tea at St. Ermin's is a deeply luxurious experience. The surroundings are beautifully decorated and styled, whether you sit inside under the stunning ceilings or outside on the terrace amid the palms and twining vines. We booked in advance but I missed the hotel's request to notify them of vegan afternoon tea. This is currently requested via the booking comments, and I would encourage the hotel to alter the booking process to make it more explicit if vegan tea must be booked.

The chef made vegan options from scratch at short notice which was very generous, and they were absolutely delicious. The staff were more concerned at needing extra time to accommodate this than anything else.

Tea consists of a pot of tea, brewed for the correct time for the leaf selected. There are finger sandwiches made with the freshest, bounciest bread, little fancies that are exquisitely decorated, and warm scones with clotted cream and jam. There is even a vegan cream which is both novel and tasty. So many places seem to omit cream for vegans. It was delicious and paired very well with the strawberry jam though I couldn't say it compares to dairy clotted cream.

The tea can be changed during the meal, and there are representatives from all the major tea producing countries. I had a very delicate Darjeeling, and my partner had the St. Ermin's blend. Both were very good, and our waiter was extremely knowledgeable on the topic. He guided us to our selections based on our typical tastes.

We left absolutely stuffed full. Although the food is delicate and looks innocently tiny, it is decadently rich. It is filling!

After the meal we visited the bar downstairs for some drinks. While the tea menu in the tea room is varied, we were in the mood for a cocktail so went downstairs where the menu was more varied.

We did not dress formally and would have seemed out of place if we had. Simple linen and tailored shorts were fine, and I believe my partner was even wearing trainers.

The staff are all an incredible asset to the hotel. Everyone we interacted with was great. We were made to feel at home and encouraged to explore (the hotel, the menus, the drinks) at every turn.

We had a lovely time at St. Ermin's and I wouldn't hesitate to go back, to take friends or family for a little indulgence or to...