The Peninsula London — Hotel in London

We booked the hotel for our anniversary and lunch with family on the following day. |I had extensive dealings with the hotel before our arrival and my contact Antje was professional and understanding throughout. |We had not stayed at the hotel before and were fascinated to see what it was like. A few days before our arrival I was handed over to a Customer Experience Manager who very kindly arranged a transfer to the hotel. I was really impressed by this courtesy as we had only booked a Deluxe Room and not a suite. |The arrival transfer was excellent and we were welcomed to the hotel. We had requested early check in which is offered through Peninsula Time and thus we expected the room to be ready. Unfortunately it was not which was a shame. However it was how the hotel responded to this issue that made the situation worse. |Firstly we were told our room on the 5th floor was not available and that we could either go out and come back later or wait. We were not told how long the room would take to be ready but figured it would not be long. We were escorted to the Lobby Lounge and basically just left there. No offer of food or drink. About 30 minutes later the lady I had been dealing with came over and said there was a room on the 1st floor ready. We said we had preferred the room on the higher floor as due to it facing the courtyard we were concerned if might be dark. The lady proceeded to say how she liked rooms on low floors, and that this would be a good choice. We said we did not mind seeing the room whilst waiting for the other one. A colleague of the other lady came along and also started saying how much she liked rooms on the first floor etc. |We went to see the room, which was in fact a Junior Suite which was very spacious if rather bland. It was then that we were told the other room would not be ready for another 90 minutes and we felt quite pressured to take this room rather than waste the afternoon waiting for the other room. |I had contacted the hotel manager who informed me we had only waited 10 minutes and were given ‘ample rooming options’ which I took exception to as it was not true. We had been offered this room or a long wait for the other one. To be fair when challenged he did apologise which was appreciated. |The room had not been set up as per our requests so we had to leave the room whilst it was made up. We went to the bar and had a drink and £40 later the room was ready. |However at bed time I realised the pillows were synthetic and not feather which meant I had a very poor nights sleep which was a real shame as the bed was super comfortable and the duvets lovely and light. |I went to make a cup of tea in the morning but there was no kettle - I could have asked for one but my husband was sleeping and I did not wish to disturb him. A small thing I know but a shame nonetheless. |Breakfast in the Lobby was disappointing with food undercooked and odd tasting scrambled egg and plastic looking bacon which was very undercooked. Service was not consistent and drinks not fresher or topped up. We asked for toast but it never arrived. |The hotel is very impressive and you can see where the money has been spent although certain aspects such as the lamps looked cheap and the room layout was poor with the sofa being sideways on to the TV. The bathroom and walk in dressing room and the in room technology are all excellent. |Lunch at Soleil was very good and service overall excellent. The rooftop setting and views very impressive. |Prices are very high but I think given the size of the rooms and the location they are not overpriced particularly if you book in advance. It was just a shame that things did not go smoothly for us which took the shine off what other use could have been an...

Overall we had a very disappointing experience. The staff don’t seem to have received any training and they’re definitely not up to the mark for a 5 star hotel whatsoever. (However, from seeing the responses to some Google reviews by hotel management including hotel manager Scott - I can see where the bad service and bad attitude comes from - and it’s from the managers and the top. Have a look yourself at the rude and unprofessional responses.)

Firstly; there were people waiting to order coffee at the coffee shop downstairs. The staff rudely go up to the people in the queue and say (20 minutes before close) “are you taking away or eating in?”. They basically tell anyone who isn’t taking away to leave. Very very rude - at a 5 star hotel , staff should be finding a way to accommodate and going above and beyond. Completely shocked that they behaved in this manner, it’s unacceptable. Once we saw how they behaved with the other guests, we left.

Then, tried to have some cake in the lobby bar and dining area. Mostly empty. We are told absolutely no walk-ins will be accepted due to how busy they are (so rude; does this hotel want customers?). This is again absolutely not the way to behave. Not willing to accommodate. Again, at the floor 8 bar, a couple who are guests at the hotel get told there isn't space for them. No attempt to accommodate them either although much of the tables are completely empty. Most tables stayed empty for over an hour and no one was seated - very strange when you have people waiting. Staff are abysmal. People who are told to wait for a table are also not greeted or at least offered a drink (isn’t this basic?). The staff and hostesses look very depressed and low energy . Overall none of the staff at the hotel smile or greet you - everyone is unfriendly and depressed. They look unhappy and bothered by the presence of customers.

Overall, I would say that the staff here act like you’re privileged to be there- and a burden for them to help you - rather than it’s their privilege to serve you. You expect much better from any 5 star hotel and there was a lot of expectation of better service when they announced opening in London. Sadly the service is typically bad U.K. customer service (worse than other 5 star hotels in London) and the staff have clearly received no training. Very unfriendly, unwelcoming, and a seriously poor experience overall. Please train your staff- this is 2 star hotel behaviour. They don’t even have...

Review for The Peninsula Hotel London

⭐️⭐️⭐️⭐️⭐️

I recently had the privilege of attending the BSF Leaders Forum event at The Peninsula Hotel London, and my experience was nothing short of extraordinary. Accompanied by my wife and our 3-year-old son, we resided in room 425, which was meticulously maintained and impeccably presented.

From the moment we entered, we were struck by the attention to detail and the luxurious ambiance. Each of us was provided with not only a bathrobe but also a night robe, ensuring our utmost comfort. My son was particularly enchanted by his adorable miniature bathrobe. The hotel thoughtfully supplied premium baby soap, shower gel, and shampoo, along with delightful baby slippers adorned with charming bear stitching—such considerate touches!

The room featured an advanced command center that facilitated control over various elements, including the telephone, room service menu, air conditioning, and lighting. This innovative system greatly enhanced our convenience and overall experience.

The bathroom was a marvel in its own right, equipped with a high-tech toilet that boasted its own command center. It ingeniously sensed our presence, automatically opening and closing the lid—a unique and surprisingly delightful feature!

During our two-night stay, we were served breakfast by an exceptionally gracious Thai waitress who exuded kindness and humility. She recommended the Chinese breakfast set, which I can confidently assert was one of the most delightful breakfasts I have ever enjoyed. Her genuine suggestions and warm demeanor made our mornings all the more memorable.

The hygiene standards in our room were impeccable. The linens were fresh and inviting, free from any musty odors that can sometimes accompany hotel stays. The towels were pristine, fluffy, and incredibly comforting—truly exemplary!

In all my extensive travels across the globe, I can unequivocally declare that The Peninsula Hotel London is the finest hotel I have ever had the pleasure of experiencing. Every facet of our visit was exceptional, and I wholeheartedly recommend it.

I extend my deepest gratitude to the entire Peninsula team and the management behind them for curating such a remarkable experience. Your unwavering commitment to excellence truly shines through! Thank you for an...