As a frequent traveller to SPG hotels I have come to expect a certain level of service so I had high expectations for this premium hotel. When in London I typically stay outside of the SPG group because SPG rates are either too high or unavailable - this was an exception. Certainly this hotel has the potential for a great London experience: The hotel is ideally situated in central London right on Green Park, making it an easy walk to Buckingham Palace, Big Ben & Parliament and Oxford St for shopping (the tube provides easy transport if walking is not your thing).
This is an older hotel so don't expect the same standards in rooms as you find in modern hotels, but it has a classic charm that some will find delightful.
As an SPG Platinum member I received a suite upgrade which was great (thank you). My room was large, especially by London standards, with a large bathroom and a sitting room. The bathroom had a wonderful Victorian tub that I just had to try ... It's been years since I was able to slip into such a deep bath and soak away the stresses of travel - plus a heated towel rail kept the towels warm.
The sitting room had a small couch and desk and made a good work area with WiFi. My bedroom overlooked the park on the first floor. Even though I was right next to Picadilly Rd, I heard very little road noise. My bed was comfy and up to the usual Sheraton standards with nice fluffy pillows. There was a second desk in my bedroom and coffee/tea making facilities. The wifi worked well enough although the wired Internet connection on the desk didn't seem to work. I was also unable to connect more than two devices to the Internet, which was mildly annoying as I usually connect 3 devices and update them all (data roaming charges when not on wifi are ridiculous when coming from the USA).
So overall my room was excellent for a London hotel (and from what I can tell, well above the typical room others have experienced). However, I had no heat in my room and I awoke at 6am feeling chilled (it turns out I had caught a cold that would linger on through the next two weeks into my vacation). When I called to reception to ask about the heating I was told an engineer would be right up. Then the front desk called back to say the engineer said the heat was off in the hotel because the day before had been warm (even though the heat was working on my towel rail?). I was offered a portable heater which I was told would be sent up immediately. So I waited, feeling cold, for my heater to arrive, not wanting to take a shower before the heater arrived. After 30 minutes I gave up waiting and took a hot shower. At 7am I went down to reception to formerly complain. By the time I returned from breakfast the heater had arrived ... Just before I checked out.
Overall my experience of the service at this hotel was perhaps the worst I have ever had at an SPG hotel. The staff were not well trained in how to create a positive service experience for customers. They lacked basic courtesies such as welcoming guests and offering to help with luggage (I walked from the Green Park entrance through the Palm Court to reception with two cases, up and down two sets of steps, and walked past two staff members who simply ignored me). When I had a complaint, and took it to the manager on duty, I felt I was treated as if it was me who was in the wrong - when I suggested perhaps I should be given breakfast, I was told that would not be appropriate (this after receiving a personal letter from the hotel manager welcoming me to the hotel and asking me to let him know if anything at all was wrong with my stay). Frankly, had the staff been better trained and experienced in making customers welcome and happy, and had my heating worked, this would have been a great stay. But a string of bad customer expereinces made up for a dissapointing stay - and that was just one night!
By contrast, I stayed the following night at Le Meridien in Frankfurt (SPG hotel) and the service was exceptional.
- Also Known As:
- Park Lane Sheraton
- Park Lane Hotel London
- Sheraton Park Lane
- Sheraton Hotel London
- London Sheraton
- Sheraton London
- Official Description (provided by the hotel):
- The Sheraton Park Lane Hotel is centrally located near Buckingham Palace and stroll over to the boutiques of Bond Street, Knightsbridge, and London’s West End theatres. As evening falls enjoy a conversation over a world famous English afternoon tea at the Palm Court, or share the tastes of Italy at the Citrus Restaurant. ... more less
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