The Chelsea Harbour Hotel & Spa — Restaurant in London

I visited the spa on the 17/11/23. Firstly as I was making my journey to the spa, I was walking to the tube station and happened to check my emails. I had received an urgent email from the spa telling me my appointment had been cancelled due to staff members illness. I was devastated, I had taken time off work and was desperately longing to have time to myself and actively relax. In the email it said they had attempted to call me but my number was out of service (which didn’t make sense because when I called them and asked what number they had on file it was the right one!) Anyway; I call and was clearly very upset over the phone. I explained to the staff member that I really needed this spa day and had booked time off work. After listening and apologising, she then said she would see what she could do and call me back. She called me back 20 mins later. My treatment was rescheduled for later on in the day and I was able to come and spend the day at the spa. I made my journey and arrived. I was thankful but felt I should have been compensated for the inconvenience and also for the fact that I had less time at the spa. Negatives:- upon arrival the staff member who welcomes me (Alesha I think) was nice, however she just showed me where the changing rooms were! It would have been nice to be actively shown around so that I wouldn’t make the mistake I did below. It was not made clear to me where the steam and sauna rooms were, it may be obvious to those who have been there before however it wasn’t to me! I went upstairs to the pool and then up to the steam and sauna assuming they were the only ones there, they were not. There are separate steam and Sauna rooms for males/females. I only discovered this at the end of the day when a kind man pointed out to me that there were female only sauna and steam rooms! I spent my entire day entering the steam and sauna rooms feeling completely and utterly uncomfortable in the sauna and steam room as the only woman, when unbeknownst to me there were female only ones!!!!! I also felt uncomfortable for the men in the room as this was a space designated for men only so to have a young woman in there probably made them feel awkward. It certainly made me feel uncomfortable and incredibly anxious. The relaxation room was absolutely freezing!! How one is meant to relax in a cold room is beyond me. The free coffee and drinks also hadn’t been refilled and the hot water was not hot in the relaxation room. There needs to be clearly guidance on being quiet in the relaxation room as some people were having conversations that could have been had privately or quite frankly not had. treatment/relaxation room is like a maze. Completely unfair on people with disabilities and also feels like it’s the middle of nowhere. Those stairs were never ending. Also it’s not clear where the toilet is near the relaxation room/treatment room. It would be wise to have a member of staff regularly making sure visitors are comfortable and aware of things like that! Or just have clear signs on all the multiple doors that are very confusing. The changing rooms were full of towels and spa slippers that had been used and not put in the laundry bins. It felt messy and not clean. The hand wash had not been refilled with soap in some of the toilets, the shower rooms hadn’t been refilled with shower gel/shampoo/conditioner for those who may have forgotten their own. At the end of my day when I relayed to the member of staff about the steam/sauna situation she told me I should have mentioned something even though I had literally just told her I didn’t realise until the end of the day! Positives:- The lady who did my treatment was amazing, I am sure her name was April. She was attentive, listened and made me feel completely relaxed. The food at the restaurant was good. Good portions, options and good service. (However the server was a little unsure about the cost one could spend whether it was under £25 or £20)

I would go again if the negatives were rectified and thankful I...

we had the worst experience with rotten food, dirty food , hair in the food , filthy toilets, broken glass in the juice and a staff who puts the cloth that they wipe the tables where people eat on the toilet brush 🤢, post orders got stolen from the front desk staff while the front desk manager being rude to us and not being able to control his employees, the GM the operation manager were always in the picture yet nothing changed, We had a week of no hot water to shower, the AC/heating system wasnt working in most of the rooms ,and most of the guests were complaining! And because of that and after staying for over three months and after being promised to have a better experience next time an a big discount for the next stay over the points that we have as members, they cancelled our reservations that we paid! And the worst thing was that we booked and paid 2 weeks prior to our trip, and while sitting in the airplane 90 minutes before arrival, they sent us an email stating that they cancelled our reservations because they are unable to service us to the level we expect, and what we expect from a five stars hotel is to be professional and clean!!! So we had to search for another hotel after landing!! Can you imagine how carless and unprofessional the management is!! We were lucky to get the last available room in the Biltmore hotel Mayfair! A great clean place with people working to make the clients happy. Pictures and the complaints emails between myself and the GM and the operation manager are saved to whom ever want to see, One time after sending us rotten half eaten food to the room, they apologized and invited us to dine next day, and we had a hair in the food, and the funny thing was that one of the restaurant managers was standing next to me when we pulled the chefs hair out of the plate🤢😂😂😂😂😂 Twice had stones in the food which broke one of my teeth, and the management did not care and said we made our investigation and didn't find further stones and closed the case, and I had to pay for the dentist and lost a tooth!! The showers are clogged so you stand always in filthy dirty water when shower,and after days of complaining, I managed to get them come clean it and see for yourself what came out🤢in the pictures below, and imagine yourself having to stand in such dirty water full of jerms fungus and bacteria 🦠 , so you go shower and get out with dirt .. As for the front desk manager Mr.Mohamed who tries to sell the customers the rooms for a higher rate than what they have on the website, and once I told him that he said I'm the manager here and it's either you take my offer or go find another place.. I reported that to the operation manager who gave us the proper rate yet mr. Mohammad continued with his rituals with other guests and you can read the reviews of others stating the same . The most disturbing thing in that hotel is that no one cares enough for the property or the owners that are giving them a place to work and I'm pretty sure that if they continue having this bad management they will go bankrupt.. they are making the reputation of Mellinnium group worse than ever, I contacted all the higher management in the hotel, thought they care and would make it up for us and apologies for cancelling our reservations 90 minutes prior to our arrival, yet they were shameless and careless, Well this just the tip of the iceberg, we stayed for over 3 months in that hotel and we didn't enjoy one day, and privacy of guests is zero, imagine yourself in bed with the do not disturb sign on the door while being in the penthouse ( the highest priced suites) and U open your eyes and find workers on your rooms Balkony looking at you in bed !! Or opening your door and going in as if it was the police entering a thieves Appartement!!! A big shame cause I met the chairman of the group with his wife in the elevator one day and they had forgotten there cards to dial a floor in the elevator, and theywere so down to earth and polite, they deserve better management and workers than those they...

I came for a overnight spa break after a stressful couple of work weeks. Upon arrival I was welcomed by the lovely Rana and then a manager called Ruz/Luz (I’m so bad with names) took over as I wanted to confirm some details and had my car she was bubbly, warm and welcoming, I wanted a early checkin because my first treatment in spa was booked 2.30pm and she arranged everything I needed and her spirit was so wonderful, cheerful and definitely brightened my day as did the weather that day.

Check in went smoothly I was in my room within 15 mins getting ready for my spa. I ordered room service and I only had 15 mins to order a quick bite as I missed lunch and explained to room service they bought me the food very quick and hot, I managed to have a quick bite before I go down for massage.

From the reception to the spa to housekeeping to concierge everyone who works here is so professional, friendly, always smiling always ready to assist and help. Even walking in the hallway to my room all the cleaning staff are well mannered and it’s just a lovely environment to be in it feels homey. I’ve always loved this hotel for 10 years it’s perfect place for some me time. The views over Chelsea from the balcony in the room is stunning and I love having my morning tea and sit outside the view at night is even better.

The only downfalls I would say is the phone in room wasn’t working properly and I couldn’t use it, when I checked in it was working but I had to keep pressing and couldn’t order breakfast or even call back to say I wanted to check-out 30 mins early and needed help with my bag.

I was carry allot of things as I decided to just go down myself due to phone issue and ended up dropping a glass bottle at reception which was unfortunate and embarrassing but the same manager came out smiling and sorted it out without a fuss and made sure it got cleaned up straight away.

The second issue I had was I couldn’t contact the hotel beforehand and the phone number online and on website and my booking option 2 for guest services and option 0 do not work. Also the booking chat there was no response. The checkin link does not let you amend anything or re-add options.

I tried everything to get through to the hotel even sent a email so I could request all my special requests and make car arrangement beforehand also arrange a early check in and I had no way to do so.

Nobody responded to my emails either but I did arrive hour early to sort it out and Luz the front reception manager did it all in 15 mins when I explained the phone issue. They did say they changed phone lines so maybe that was the reason. Another issue was there was is the fridge was not working in room so I couldn’t keep drinks cool and I couldn’t call the fix the issue as I gave up on using phone in room. There was also no slippers or robe upon arrival in my room I had to order but the phone issue prevented me calling for room service as much I as I wanted to or requesting things I needed it would work once then stop altogether.

I also couldn’t order dinner so I opted for ordering Deliveroo as going to reception was quite far and I was exhausted from work, I also didn’t want to change rooms as I was settled but everything else was fine so it didn’t bother me just inconvenient when I wanted something. The wardrobes were also stiff in room I couldn’t slide the doors to store my coat etc. There was no small Bins in room apart from bathroom.

I also wanted to thank the therapist April from spa not only was the treatment amazing I had a small headache and her head massage technique sorted the issue and I was fine after I left. I don’t just come to this hotel for the view and lovely environment I also come because of the welcoming staff and quietness. I suffer from back pain from a surgery in my spine and the concierge was always ready to get my car for me and carry my bag without for long which is a issue for my back. Udon was such a star. All in all thank you Chelsea Harbour for yet again a lovely...