Staybridge Suites London - Vauxhall, an IHG Hotel — Hotel in London

From the moment we stepped into the hotel, we were greeted with a friendly and helpful staff member at the front desk. This continued with every staff member we encountered from housekeeping that we came across in the corridors to dining room staff members. A very friendly and inviting hotel team. We had breakfast at the hotel and it was great, yes standard hot buffet style but all was cooked very well i.e. no dried bacon and sausage or mushy eggs! We also liked that the hotel not only provided free still water but also free sparkly water on tap. The rooms were very spacious with a well equipped kitchenette. Bed was very comfortable and bathroom facilities were great. The hotel is located a short walk across a nice park to buses and the Underground. And short walk to supermarket (a few Tesco's to choose from). Overall, we we super happy with the hotel and its' facilities.

But what stood out was how the hotel managed a problem which was not really their issue. A flood had taken out the hot water system and yes, we had to have a cold shower (in December!) but it really wasn't that bad and didn't change our impression of the hotel for our first day. But then next morning, we had a letter slipped under our door from the hotel advising what had happen to the hot water system and apologising. The letter is not surprise but what surprised us was the hotel offered a very generous compensation which we didn't expect. And this wasn't just for us, we noticed the letter under many doors (which I assume were rooms with guests from previous night). For a business to offer such generous compensation, it really shows it stands behind its commitment to customer satisfaction. Well...

Sent this higher up in IHG….speaks for itself.

Good afternoon

Apologies for this direct approach to you both, but I felt it was needed and wanted to make sure positive feedback was given in a timely manner.

I felt the need to write to you about Scott Jakuns, Staybridge Suites, Vauxhall.

My team have now used this hotel for several overnight meetings we had to attend, spending well over £30k.

From our first meeting, all 10 of us noted what an incredible set of staff work there, on each and every occasion, in each and every department.

This wasn't a one off BUT consistently every time we have been.

Having spent over 35 years in the customer service industry, starting at the bottom and working my way up, visiting many countries and hotels, I can honestly say, the customer experience has been the best in all those years.

For me, yes you can get individual members of staff who performs at high levels all the time, but to have a team do that consistently, is some what amazing.

This can ONLY happen due to outstanding, consistent and exceptional leadership and there is no further proof about this within this hotel and therefore can only be from Scott.

I first witnessed this the first time we stayed and made a point of commenting this to Scott and to me this sums him up, as he was somewhat embarrassed but praise should be given, as criticism is always easier to mention.

So to see this time and time again obviously drives re-bookings and recommendations.

To finish, I am unsure what kind of recognition scheme IHG use, be it renomination, commendations etc but whatever you have, he honestly deserves the highest.

Please ensure he is given...

I'd never before stayed at a Staybridge Suites hotel and so was frankly surprised by the quality from start to finish. The London Staybridge is well located--just a 6-minute walk from Vauxhall Tube Station and less than a 20-minute walk across the Thames from the Tate Britain. This location is pretty new, so the rooms are all fresh, well-appointed, spacious, and comfortable. The dining room is large, and the breakfast was terrific--lots of choices, and my omelette, bacon, and fruit were excellent. I guess Staybridge offers this everywhere, but I was surprised and pleased (though unable to take advantage of the offer) to be invited to the social hour that included free drinks and food as well as welcome the chance for solo travelers to socialize. Best of all, every staff member was extremely friendly, professional, and helpful. As I had risen that morning at 3:30 in Tanzania and was headed to the States the next day, my priority was a good night's sleep. I had been upgraded to a lovely 7th floor room, but the occupant of the adjoining room was into loud music. The efficient desk clerk moved me to a corner room which, despite being on the first floor, couldn't have been quieter. I can't hold against the hotel the cluelessness of a likely inebriated guest who somehow managed accidentally to pull the fire alarm in the lobby at 5am, so my best-laid plans for a great night's sleep were interrupted. But once again, the desk clerk on call responded efficiently, and everyone got back to their rooms quickly. I will certainly stay at Staybridge Suites next time I'm in London--it's hard to imagine finding a...