The Biltmore Mayfair — Hotel in London

We went to the tea rooms in the Biltmore this afternoon and given the fact the chef is Jason Atherton and it wasn't cheapy I was expecting something pretty special. I will be fair here in saying the food wasn't bad. The sweets at the end were actually delightful, the scones were nice and the sandwiches were very mediocre. The tea selection was excellent and very nice. The hotel itself is beautiful and the tea room is very lovely, modern in desig, attractive and comfortable. The experience though, oh it was lacking So...we were running late so called ahead to say, so that shouldn't have been an issue. The tea room was very quiet, very few tables occupied and when we arrived we were met by a lovely man who walked inOn entering the tea room the lady there said the table is all ready and that's where it all went wrong. The table cloth was grubby and there was one champagne glass there, no napkins, and was wobbly. It sort of looked as though someone had been sitting there already. They came with the menus and asked do we want champagne afternoon tea. The woman server came and poured one glass of champagne in the only glass there and before I had the chance to say I want one too she took off. I said to my husband to start drinking.. anyway.. eventually when he was on his last cm of champagne she returned with s glass- it wasn't even busy and there's were so many staff milling about doing nothing. A male server came to ask if we want our sandwiches... Yes please. I had requested no butter on my husband's and it took several minutes of explaining to him about the whys and details of no butter on a sandwich. Off he went without taking our tea order. Eventually returned, took our tea order and returned with it. No tea strainer was bought and we then had to wait in a vain attempt to capture the attention of staff to ask for one. A good ten minutes if trying to wave and get attention and eventually someone came. It's afternoon tea with loose leaf tea. This should just be there or be bought..not just left without one. The sandwiches arrived. They were ok. Only ok. The smoked salmon and cucumber ones were nice. The tomato one was soggy and bland and the roast beef one was tasteless. The idea is the afternoon tea comes in courses- Biltmore- this does not work for afternoon tea at all and maybe if service was better it might but until you sort your staff out it really doesn't work. Sandwiches were finished and we spent 30 minutes waiting for scones and trying to capture the attention of staff to ask for them. At this stage there were only 3 tables of guests and 4 or 5 staff milling about setting tables,one guy was tasting wine and the others were just lurking about. Ended up drinking all the tea while waiting to try and get a staff members attention.1.5 hours passed and we only had had our sandwiches. If it was busy I wouldnt have minded but it wasn't, it was very poor service. Eventually when someone came over I asked for scones and more tea. They took the pots and came back with what was clearly the same pot topped up with hot water and was basically like drinking water- not what you would expect for 60 pounds a head. It was vile. Had to spend another ten minutes trying to catch staffs eye to get new tea. Scones came , they were nice but teeny. Because I had complained about the service the sweets came pretty quickly and these were absolutely lovely, really delicious, and it was my husband's birthday so they did bring a delicious cake with 'happy birthday' on it, which was a nice touch..Another issue is there's sort of a smoking area next to a til thing and some customers were there smoking so we could smell smoke I would say that if the afternoon tea had come out in the more conventional way it would have been so much better and we wouldnt have noticed the rubbish sandwiches so much. Staff need to be retrained Well the person who read my review and promises to get back to me personally hasn't..shows what they think of...

We travel internationally for both work and leisure. We are from London originally and we come back to visit a lot.

We have had good and bad experiences with hotels and this was our first time at the Biltmore.

From the word “Go” the hotel was exceptional. It is very well presented, ideally located and maintained to a high standard. Both the exceptional look and feel of the entire place is achieved. It is ideal for anyone looking for a 5 star hotel in central London. We would now not stay anywhere else in London ever again!

The value of this hotel lies somewhat with the look and feel of the place, but its true asset is its people. They are not working there as a day job but can actually be seen to enjoy what they do and this kind of commitment reflects incredibly in the way they help and treat you. They add a personal touch to this amazing hotel which I have never found at any other place we have stayed. Truly.

Wanted to say a special thank you to the following people for going the extra mile and making this hotel feel like home! They added their personal touch and made us feel totally relaxed. For us this was the best part of staying there - without those people we would not feel comfortable coming back!

To:

Cosmina, You are one of the nicest and most genuine people we have ever had the honour of meeting. You helped us with so much and made it all seem so effortless and natural. Nothing was too much to ask. A true asset. Thank you!

Roberto, What can we say! So helpful and a perfect host. Always available for anything - any ask and need. You have such a great personality and energy which cannot be found anywhere else. Your advice and recommendations are always on point! Thank you!

Saleem, I wanted to say a big Thank you also to Saleem. (My apologies for not mentioning you in the first version. My memory is getting old). You have been amazing throughout our stay and have always engaged in good interesting conversation and made me feel at home. Great conversations about all manner of current affairs. It was good meeting you.

John, Nothing was too much trouble! Your cocktails are so unique and somehow you know exactly what the person wants… It is always a pleasure to see someone who is this great at mixology. Thank you!

Magic, A man of the world. You are a great host and your manners are impeccable! We are not sure we have ever met anyone as specific and as professional as you. You really understood what we wanted and delivered overtime. Thank you!

Dario, You were so helpful and particular. Always eager to help and you just know it will be done right, just as it was in our case! Thank you!

Jose, An amazing sommelier with a nose for our favourite reds. We really appreciated your advice and expertise. Thank you!

Dorina, Great first contact at the front desk. You were always so interested and determined to help align any way. Thank you!

Thomas, Always professional and always on hand for anything we needed. Thank you!

Yolanda, Wine sommelier with a full story. You really know your wines and you take note of people tastes. Thank you!

Aaron, A much needed welcome smile after a long day of travelling! You were always eager to help and great to chat to! Thank you!

You are all irreplaceable assets to the Biltmore Hotel!

For us now there is nowhere else in London to go. Feeling at ease and ourselves there - is the most important luxury you all made possible! Thank you all!

Sincerely with best...

Note I write this as a Hilton Diamond used to a very different experience and having stayed at over 20 Waldford/Conrad hotels and many other Hiltons:

I arrived at around 12.45pm to check in and was told they didn't have any rooms ready and that check in time was 3pm. They said they would express clean a room for me and it would be ready in an hour. I explained how I had medical issues (large blod clot earlier this year) and that I was Diamond and really needed a room asap as not allowed to sleep on planes (had just flown in from the states).

I was told that my room had been upgraded to a deluxe and they would see if they could find another room on a lower floo. They found one and said it would be ready in 20 mins as it had been cleaned and just needed inspecting. I then asked the receptionist what about a suite and she said they didn't have any and was a little rude. I looked online and there were many suites available and told her. She told me they weren't available in the system, which I don't believe. I then went and sat around the corner waiting for a room. 40 mins later and no one came so I went back to the front desk. She obviously hadn't proactively chased it and gave house keeping a call. She said they were inspecting it right now and it would be 5 mins. I went back and sat down again for a further 20 mins. Came back and asked her where the room was. She said she would chase again, and again was rude and was more interested in joking and chatting with her fellow staff member. I went and sat down and came back 5 minutes later and there was a photo shoot with dogs happening at the reception desk. At this point I walked round the corner talked to the concierge and told him I wasn't happy with the front desk and asked him to get the duty manager to contact me. As I was doing this the front desk lady appeared with room key and I went up to the room.

Upon arrival in the room I went to have a shower (this is now just before 2pm), having at this point not slept for well over 24 hours. Laid the towel on the floor and it had stains on it (I have pictures) and then saw a dead bug on the floor (also have photo) I called down and asked to speak to the duty manager, was told not available but they would send housekeeping right away. Houskeeping came and removed the bug and changed the towel. Not sure I would call that cleaning at that point and how cleaning and inspection missed a bug on the floor. A supervisor or someone then called from front desk and apologized and offered to move me to a suite when one was ready which happened later in the day. They told me what the lady meant was there were no suites available that were clean - I don't believe that to be the case when talked to her. I moved to the suite later aftera 2 hour rest. The rooms are nice with great decor but the bathroom shower leaks into the actual bathroom a little. Then on the final day of my stay the room key failed to my suite door and had to be repaired.

Breakfast was decent and the hotel bar/staff & doormen were great but the other stuff above is not what you expect from a five star hotel, let alone one in Mayfair. I had expected some points or something offered but none were.

Very disappointing experience overall with...