The May Fair Hotel — Hotel in London

This was our second stay at The Mayfair. While the first couple of days were quite problematic due to poor service, the hotel manager eventually addressed our issues to our complete satisfaction.

Room Issue

The hotel switched our room from a room on the seventh floor to a room in some disrepair with no light on a much lower floor between check-in and arrival.

When I pointed this out upon our arrival, the clerk--a trainee--informed me that the hotel had no other rooms at our reserved level. She instead proposed a more expensive suite on a very low floor. The suite was quite nice but subject to a bit of low-level vibration from several building air conditioning units adjacent to the building wall.

We accepted the suite notwithstanding since it was presented as the only alternative to the much worse superior room. We then found out a day later that friends with whom we were traveling had been shown several rooms in our original category at the same time as we had been told none were available. In other words, we had not been told the truth and ended up in a much more expensive suite.

Staff Issue

The next evening, I asked our waiter to apply the bill to my room account at the hotel while treating friends to drinks at the hotel bar. Another waiter then came up and announced loudly to the table that I had no credit at the hotel and demanded payment. He refused to check with the front desk when I suggested that he was mistaken.

I immediately went to the front desk and was assured that the bar bill could be charged to my room. The desk clerk graciously offered to come help, but we were barred from entering from two security persons for no reason. They continued to refuse entry even after I explained that my friends, wallet and coat were in the bar, and they aggressively questioned my guest status and demeanor.

The bar manager eventually noticed and apologetically interceded, after which the desk clerk and he immediately resolved a computer issue and applied the charges to our room.

Resolution

Needless to say, I was not in a good mood the next morning when I met with the hotel manager. However, the manager's professional demeanor, care and responses quickly improved matters.

The manager (whose name is Luigi) listened carefully, apologized and proposed several possible resolutions. We quickly agreed on how best to address my concerns, and he promised to make sure that the desk staff and security persons would receive feedback on how to deal with guests more appropriately.

Our stay after this was completely satisfactory. Luigi checked in frequently, and we were completely satisfied with the room, housekeeping and other services.

Conclusion

I continue to think that The Mayfair is a great, reasonably priced upper-level hotel and that a suite in the same line on a higher floor would be perfect for a couple wanting a quiet stay in London.

The breakfasts are quite good and well-served. Housekeeping also was performed unobtrusively and perfectly.

I think that the service and staffing issues we experienced are similar to those faced by many hotels in these post-Covid times. Luigi's attention, professionalism, and effective resolution of our issues transformed our stay...

I am writing this review in service of any disabled person that is making a trip to London and want to stay at the mayfair hotel with the expectation that a 5 star hotel will be accommodating in the area of Accessibility. First, let me say that the room I stayed in was room number 624 which is the hotel's fully accessible room. My experience is that in my room was not accessible and could not have been more inconvenient and unenjoyable. As a guest, the hotel room does not have the proper bathroom. I was told the room was built according to code, which makes no sense at all because if you look at the way in which the shower is blocked in by glass, one would immediately know that it is dangerous to have a shower in case in glass, where someone can fall and become injured since there are no sufficient amount. Of grab bars to pull oneself up from a wheelchair. I let the hotel staff know that the setup was not sufficient and was told simply " I'm sorry". I cannot Express how dangerous this is that the set up for someone to transfer in the shower safely is not. It is missing at least 3 or 4 significant grab bars if you are a disabled person. The furniture in the room is blocking significant amounts of power outlets necessary for a person to plug in chargers or any other personal device. There is too much furniture in the room, which makes it hard for someone in a wheelchair to utilize the amenities in the room. For example, there is no way to access the safe.Or the bar if you are in a wheelchair. I made this information available to the staff at the hotel the most and the most I was able to get for consideration of the enormous amount of inconvenience was a reduction on one night's stay. I found that not adequate given I was there for 2 nights and I am terminally ill. This was a major trip. And a once in a lifetime trip that I would not Be able to repeat again in my lifetime. I Planned this trip to share special memories with my son, which he now has of me having a very difficult time staying at the mayfair. I was supremely disappointed in the restaurant at the hotel. One reason is there was no accommodation for disabled people to eat comfortably. Meaning, I had to sit at a small cafe table which did not allow enough height for me to put my knees underneath the table, I could go on and on but I won't. I provide pictures which I think will be useful for any person who is disabled or needing additional assistance. This is not the correct hotel to use. This is not the right place to go if you want to stay at a nice place in London and you are Disabled. I regret making the selection for this hotel. All in all, I spent over 2000 pounds for 2 nights did not get any sleep, could not take a shower. Could barely brush my teeth had awful memories of the days and cannot ever go back again to make it up given I have a terminally ill condition again. If you are needing a special place in London to stay and your disabled, do not...

Luxury this is not. Budget hotels provide better quality than the Mayfair. The hotel is vastly overpriced for what it provides. It is the worst 5 star hotel I have ever stayed in any where in the world. And we have stayed in quite a few. It is tired looking inside.

Having spent the day working in the City, my wife came to join me. We ate out and came back to the hotel ready to have a bath and a nice cuddle up for the rest of the evening. But the bath water was luke warm, as was the shower and the sink. So instead of getting ready for bed we sat there waiting for a maintenance man to sort out the electric/boiler issue which apparently they already knew about because they were in another room. The reaction at reception was luke warm. We were however offered a derisory drink at the bar which I refused. I just wanted to go to bed, not an MOT whilst you wait. JUst have a drink on us and forget about it and shut up is the message I get from that. A 5 star hotel room should not be like a room over a pub garage. Can you imagine any decent hotel not having hot running water? They claim to be a 5 star outfit. They are nothing of the sort in my assessment.

Even after a night's sleep I ran the bath full from only the hot water tap and guess what. Luke warm again. Though this time another 5 -10 minutes of draining away water we got warmer water. But water spits and splutters out of the sink when you empty the bath - an air block I guess.

The bathroom is a little bit pokey and tired for a 5 star. The bath is small and narrow.

The premium room itself we have is however a good size and the large bed is comfortable, and the location quiet, but the room is need of a refit. The carpet and wallpaper are tired. There are tiny chips in the furniture or wallpaper, which are a dull beige/brown. But £500 per night for our 2 nights is a rip off disappointment particularly when we had no hot water to start with. You can do far far far better on a £500 per night budget.

The shampoo and shower gels are clamped to the walls. I am sure that this is to save plastic wastage, but it feels like they are trying to economise and prevent you nicking anything as is the hairdryer screwed in to a drawer.

They kindly put biscuits in your room to go with your tea or coffee on the day 1 but not day 2. That's quite enough luxury for you sir. Again - which budget hotel would not do better? Don't worry there is an M and S by the tube station with nice biscuits.

The breakfast was very good. Pretty much everything you want there other than a fried egg.

The bathroom a little bit pokey and tired for a 5 star. The bath is small and narrow.

There was a welcome card in my room made out in another person's name. Perhaps he had already asked to be moved.

Wait for luxury till you get home. You will not find it here. So look elsewhere.

They certainly do not go the...