St. Pancras London, Autograph Collection — Hotel in London

Booked in for one night stay was allocated basis room with breakfast by front desk i already prepaid but FD reception insisted on taking another pre authorisation payment was not released on check out. Instead 3 times more the prepaid amount was wrongfully deducted 3 days after my one night stay not representative of my previous pre paid booking in absence of any call or email from front desk or management despite all the time I had spent when at the property getting written confirmation from front desk that the preauthorised amount would balance out on check out. Having also ensured email audit trail of front staff assurance as related to me as well as my pre paid receipt was emailed back to front desk on night before o left the hotel. When I checked out next morning I was also informed by check out staff pre authorisation would be lifted as my pre paid receipt was on file. The extra amount of £955 left my account 3 days after my stay under “holidays alongside name of the hotel” which was not subject to my consent (I had booked in for 1 night and was allocated a low grade room with disability shower nothing special I had not left any incidentals on account and did not take any shampoos/conditions/gems/or body wash with me and left room clean sage for some used 2 cups having helped myself to a cuppa tea). Be very aware. This is the second time I did not have a nice experience here. The last negative experience related to a spa day which included lunch. My lunch was booked in for a slot between 12 and 1. I went straight to lunch. As soon I went down to the spa front desk after lunch I was informed I was too late for my treatment even though I had expressed preference to have use of spa facilities/treatment after lunch. I did not receive email confirmation in a title fashion evening before or morning before I left. I also got the impression I was being a little played by spa reception staff however my motto is continue to always remain pleasant calm and friendly at all times and carry on. My experience with waiting staff in restaurants was better - pleasant in contrast to front desk reception / spa reception - nonetheless front desk and spa reception staff need to do better. As it turned out my spa treatment ended being moved to late evening - FD spa representative came to tell me this as soon as I attended shower area based in my understanding that my treatment was imminent. I have bit my lip until now. Unfortunately - following my recent experience - stay as a solo traveller I have since decided not to hold back. I paid good money for each service. Whether you are solo traveler or not professional customer care/after care should not be an afterthought and there is no excuse for misusing payment card when the physical card is still in bona fide owner’s possession and they left the vicinity and have had no dealing with FD since morning of check out and still waiting fir written answers given nothing onto wards or negative was sent back to me in response to my email attaching pre payment receipt to FD reception night before I left having just booked in for one night. It is a real shame I experienced such negative treatment which was all unwarranted and should not have happened. I certainly feel a written apology is overdue as well as a refund. No one should have been able to have access to my personal card information three days post my one night stay (when my one night stay without the incurring incidentals) was already pre paid representative of a security concern for solo travelers out there. No solo traveler wherever they come from should be exposed to such unkind detrimental treatment especially when data security and anti discriminatory protocols...

Avoid This Hotel for Your Wedding!

As a professional wedding photographer and videographer with over six years of experience, I have worked at hundreds of venues, and I regret to say this hotel falls far below expectations in terms of service.

From the outset, the staff was unhelpful and indifferent to our needs. We encountered issues while filming the bride getting into her horse-drawn carriage at the entrance. Given the hotel’s location near two busy train stations, we understood that the carriage had to park at the main entrance, where passersby might appear in the background—this wasn’t an issue for us at all. However, as we were capturing the bride stepping into the carriage, a woman walked directly between our cameras and the carriage (see attached screenshot from our video footage). Despite our politely request for her to wait a moment, she simply responded, “I live here!” and continued without a word of apology. At that moment, a hotel staff member named Fransexo was standing just a few steps behind, but he did absolutely nothing to assist.

What made the situation worse was that Fransexo, instead of assisting us, casually began chatting with the woman who had just disrupted the shoot, despite the fact that there were clearly more pressing matters at hand.

When we asked if he could help ensure that people wouldn’t walk between the cameras and the bride when the carriage returned, allowing us to capture her getting off the carriage smoothly, he dismissed us, stating it was a public road and that we had no right to make such a request. We weren’t asking for control—just a few seconds of courtesy, or for him to help us and the couple to politely ask people to walk around rather than between the cameras and the bride, so we could capture the moment without interruption. This simple consideration is something we’ve experienced at many other venues, even those without a 5-star rating.

To make matters worse, Fransexo then tried to justify the woman’s actions by claiming she was the property owner. Frankly, that’s irrelevant.

The couple paid for their wedding at this 5-star hotel, and in our experience, most venues—regardless of their rating—would have been far more accommodating and supportive in ensuring these key moments were captured properly.

Unfortunately, this was not the only issue we faced. During the wedding breakfast, there was no staff assistance with the microphones for the speeches, leaving the couple to figure it out themselves. At most venues, someone would test the equipment and ensure it was properly handed to the couple before the speeches began. Additionally, when the couple was delayed for their photo session due to the horse carriage being stuck in traffic, a staff member approached them with an irritated expression, clearly frustrated by the delay. While we understand the importance of keeping to a schedule, professionalism in communicating such concerns is expected.

Overall, the service at this venue is shockingly subpar for a 5-star establishment. As a wedding photographer with six years of experience, I strongly recommend avoiding this hotel for your special day. With a budget like this, you deserve far better service than what was...

Posting this on multiple review sites.||When the staff are rude to you it just ruins your stay.||I've stayed here a couple of times recently with family and on business. Mostly very pleasant, the rooms are clean and tidy, you can get some good food at the restaurant and there's plenty of comfortable bars/seating areas to lounge in and relax. There's a spa / gym in the basement which is a little bit hidden away but well worth a visit.|I think the problem is they don't have enough staff working the reception desks.||Two examples.||First example.||When I check-in yesterday evening there's only one member of staff checking people in. There's a lovely lady who stands near the door and says hello to you, which is great but she can't help me check in to my room. So I wait there with my bags while the check-in lady serves the family in front of me. At one point she goes to the bar to pour them all drinks, which I'm sure they appreciate, but what about all the other people waiting to be checked in behind them! Is there not some more efficient way of both checking someone in and offering them a drink? When I get checked in I am thanked for my patience, which is great but where's MY drink?!||Second example.||I want to checkout this morning and get a (preferably hardcopy) invoice for work, so I wait in the queue. There's only one person serving and the lady in front is complaining this is 'the worst trip I've ever had in Europe'. Clearly she has an axe to grind, although I can't help wondering in which continent her overall worst experience was in. The lady serving her is unfortunately talking over her and raising her voice to try and make herself heard, which is only inflaming the situation.||Meanwhile the queue is building so I catch the eye of Mr. helpful man in blue vest. Helpful man in blue vest tries his best to get someone else to help. Eventually I am escorted over to another desk where someone, who was behind me in the original queue, is already being served.||I point this out to tall blonde lady who is serving her, and get a very dismissive response back: 'We are busy you will just need to wait'.||Well firstly, I WAS waiting, very patiently in fact. So patiently that you felt the need to serve someone else before me. Secondly, I am being extremely polite to you and I don't deserve to be dismissed in this way. I don't want a confrontation so I walk out the building, but in hindsight I regret doing so.||Unfortunately I have just booked another two night stay there which is non-refundable otherwise I would give this place a swerve.||They just need more than one person serving people who want to checkout on a weekday morning/evening, this is pretty standard in other hotels I go to in Europe - and in fact most continents, I would say. That would reduce the level of stress of customers and staff (I'm putting their curtness down to stress/being busy, although really there...