Hyatt Regency London - The Churchill — Restaurant in London

The Hyatt Regency Churchill is a great hotel with some flaws. After staying for 10 days as a World of Hyatt member, we became more aware of the issues that may happen to others who are staying for shorter periods of time.

The location of the hotel is great! There are multiple bus stops within an easy walking distance, depending on which "line" you need to take. You're also right around the corner from a large shopping area (Oxford Street) and plenty of food.

While the standard rooms themselves are a decent size, the bathrooms are quite cramped, with little wiggle room considering the door opens inwards and blocks someone in the shower. There were also issues with water being able to hit the bathroom door given how close it was, so I could see mold becoming a problem for other guests.

Other Regency hotels I have stayed at also often have a "quiet floor" which we requested prior to our arrival, but there didn't seem to be one. Our room was towards the end of a hall which was nice to be away from where most guests seemed to be; however, halfway through our stay, the hotel decided to put a big family all around us. This ended up with us needing to call down to reception at 2am because of loud yelling we could hear right next door. This was probably the most frustrating part of our stay. You're staying in a city, so outside noise is to be expected, which the double-pane glass actually manages very well. However, rude neighbors can easily ruin the stay when they think hotel rooms are for partying instead sleeping, and other guests are around them. Thankfully, the hotel staff did actually send security up to check, but our neighbors didn't seem to respond to the staff.

We also ended up using a "Regency Club Access" award during our trip, which was great because it also allowed us to get the breakfast buffet downstairs. Unfortunately, every morning, we were asked why only one person had access to the breakfast even though two people were on the room, which led to the breakfast staff having to confirm with the hotel staff that two people were allowed to eat.

The breakfast itself was incredible, which is inspiring because hotel breakfasts are usually mediocre. However, there was everything you could want at this buffet: different types of eggs, waffles, pancakes, sausages, bacon, hash browns, potatoes, fruits, cheeses, bread, juices...it was very very good. The only bad part of the food was the coffee, but at least you can order a cappuccino.

Unfortunately, the service at the restaurant where breakfast is served is quite poor. If you order coffee, there's a chance you may not even see it until you're done eating. The same thing is true if you order an omelet; I was able to finish a couple plates of food and my coffee before my wife ended up getting her omelet, which was cooked incorrectly anyway. We also attempted to go for lunch one day, which was a mistake. We asked for water, which was eventually brought to us, but after no one came by to take our order, we paid for the water at the front and ended up leaving.

Overall, it's a very nice hotel and the breakfast is more than worth it, but there are some flaws which can make it difficult if they end up impacting someone during a shorter stay. For a hotel of this quality, the service needs to be fixed and I would suggest that the hotel make a quiet floor as I've seen at other Regency hotels. We certainly enjoyed our stay and they took good care of us, even setting out a small cake a bottle of wine at our arrival for...

Stayed here for the first time and appreciated the excellent customer service, especially a the club level. When I arrived, the line to check in was extremely long but I was taken right to the club level and checked in quickly. When we went to my room, however, there was a very strong perfumey scent (same as in the lobby) and this is a problem for me, as such scents cause brutal migraines for me. I thought I would need to leave the hotel, but the young woman who checked me in was able to contact housekeeping and find a room where the scent had not yet been sprayed. It worked out fine, thanks to her care and quick thinking, but I was surprised that such a strong scent is sprayed in guest rooms. I think that if people want to perfume their rooms, they can bring their own scent, but to spray them in advance is presumptuous. ||I received a nice note from housekeeping and a follow-up email, which I appreciated. I also received a bouquet of flowers, which were beautiful but sadly, were highly scented - which was the original problem and showed that they really didn't understand the problem. I appreciated the thought but had to put the flowers in the closet. As my husband knows, better to send chocolate - I can't tolerate the scent! I've had to leave church on Easter - all those lillies! Anyway, I would love to stay here again because other than this issue, the hotel was excellent and I appreciated the Marlybone location, the room was quiet and the bed was comfortable. The room was a good size for London. But I'm worried that next time, I won't luck out and won't be able to find a room without the scent already sprayed in it. Am planning my next 2 trips to London and not sure what to do.||Anyway, I very much enjoyed the restaurant as well. Since I was traveling alone, I ate there two nights and the service was quick and friendly and the food was excellent, both in the restaurant and for room service. The food in the club lounge was disappointing but it was nice to be able to grab a quick drink. The staff in the lobby was unfailingly warm in their greetings and there was never a time when I was coming or going that I wasn't noticed and spoken to with a smile. I appreciate that and am always glad to see when a hotel staff is attentive and aware of what's happening in the lobby and outside the hotel - it not only makes you feel good but also is key for security, obviously, and being safe makes you feel even better.||In short, if it weren't for the issue of the scent, which I'm aware is particular to me but is a very big issue for me, this would be my ideal hotel without a doubt and I'd already have my next two trips booked here. I do wish hotels would realize that not everyone wants to be assailed with strong chemicals and not everyone can handle them. I definitely appreciate the help from the staff, but realize I can't rely on that every time and if the rooms are going to be perfumed, I may have to look elsewhere, which does sort of...

So, this could have been a horrible review.

I recently stayed at The Churchill for two nights. Check-in was fine; to be honest kind of a weird vibe at the front desk as i was the lone woman checking in in an absolute SEA of middle-aged men wearing dark suits. It felt like an undertaker's convention.

They couldn't manage an early check-in but can't fault them for that, I left my bag, returned at the appointed time and my bag was safely waiting for me in my room.

All seemed fine until sometime after midnight when my room started filling with cigarette smoke. It was like there was a small gnome in the corner of the room with a pack of Gitanes. At first I tried to ignore it, but my eyes started burning so I called down to the front desk. They were apologetic and said they would check on it, but in fairness, I couldn't tell where it was coming from, and you couldn't smell it in the hall, so not sure what they could have done.

I gave it some more time and an air freshener smell started wafting in so I figured they got them to stop and either moved the offending parties or provided air freshener. Still not great but hoping for the best i went back to bed.

And then it started all over again. I clearly wasn't going to be getting any sleep at this point, so I dressed and went to the front desk, mentally writing a horrible review in my head.

Then it all turned around. The absolutely lovely Antonio (and please forgive me if i got your name wrong, i was delirious with jet-lag) immediately found me a new room, came up, acknowledged that I wasn't crazy and the smoke was awful, helped me move my bags to a lovely room with a view of the park and wished me a good evening. I cannot emphasize enough how kind and helpful he was. I had been traveling (obv) and awake for 36 hours at that point, so basically near tears from exhaustion.

I figured that would be the end of it, but in the morning a very kind note from the head of housekeeping, along with some gifties were hung on my door, apologizing and offering their assistance if i needed anything else.

The rest of the stay was uneventful, aside from yet another very kind email from the management that I received after checkout.

It's easy when everything goes to plan, but recovery when things don't go well is really the true measure of a stay, and The Churchill came through. Enormously pleased with their responsiveness and efforts to make it right. Antonio especially made the difference with his kindness and hospitality.

So - the room. Very generously sized, esp for central London. Extremely comfortable beds, recently refitted baths with rain showers, washlets, and excellent hot water. Lovely towels and bed linens. Very clean. A full-service hotel with 24-hour room service, etc.

The location is just off the hustle and bustle of Oxford St., around the corner from M&S and Selfridges, and convenient to Marble Arch...