I wanted to take the time to share my excellent experience at The Milestone Hotel this summer. I had the privilege of working along side the management team for a high profile Canadian corporate group who were attending the 2012 Olympic summer games in London. I truly could not have been more impressed by the genuine hospitality that I received from the entire service team. The Milestone Hotel was our base for 3 weeks and every one of our guests were completely impressed and delighted with all the staff that they encountered. I myself have worked in the hospitality industry for 20 years and have never in my career seen such passion for service as I did with this team. Their motto of "No request is too large - No detail is too small" is evident in all departments. Sometimes it was the little things, like when the housekeeper that was taking care of my beautiful deluxe room left a bookmark on my book when she noticed that I didn't have one. And then the larger things - when the front desk notices on a guest's passport that their birthday falls during their stay, they have the pastry chef prepare a birthday cake to be delivered to their guestroom. I truly found that each staff member made it their mission to ensure each guest had an extraordinary stay.
The accommodations that our VIP guests enjoyed were simply out of this world. Each room at The Milestone is uniquely different and all of our guests were extremely comfortable. The rooms were elegant, immaculate and first class. Each night, our guests were greeted by a turn down treat from the hotel and our VIP suite occupants received evening canapes. This was a perfect way to end the day for the guests were constantly on the go to the different Olympic venues. When Canada won our first gold medal, the hotel arranged to have chocolate gold medals put on the pillow of each guest with a card that congratulated us on our country's win. What a WOW factor that was!
The culinary team went above and beyond our expectations. Breakfast was simply extraordinary - if you have the chance, please try the Eggs Benedict - the best that I have ever had! The high tea menu that is offered each day is something that you simply have to try. The menus that the Chef prepared for us were customized as per the client and he never disappointed. Many of our requests were last minute and involved some changes that altered menus and timing and nothing was ever a problem. I cannot say enough about the service received from the food and beverage team - their genuine hospitality was evident each and every day of our program. They all work extremely hard and yet always had a smile for our guests.
The front desk staff and concierge team were always available to assist with our guest's questions and requests. There were always smiles and interest in our guests plans. I myself was treated with such care and concern for our group's happiness and overall enjoyment while staying at The Milestone. These departments make such an important impression on guests. The leadership in this area of the hotel is world class.
I cannot thank the team at The Milestone enough for helping make this Olympic program such an enormous success. It was a true pleasure working with such elite professionals. You have found a gem in this hotel and I would highly recommend it to anyone traveling to London, on pleasure or for business. I myself know that I will return one day to enjoy the flawless hospitality that is out of this world.
Thank you to everyone who made our stay one that I will never forget.
Ask for a room overlooking Hyde Park and make sure that you visit Fiona in the spa who takes extra s...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
23 August 2012
Thank you on behalf of each and every member of my team here for your detailed review of your recent experience of the Milestone. It's an unusual situation for us to receive a review from a guest who has spent such a long period with us. In truth the challenges of delivering and hopefully exceeding the expected level of service for such an extended period are great so I am nothing less than proud that we managed to impress your clients and your own team in this way.
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You have been kind enough to mention a number of "Tiny Noticeable Touches" that you experienced and which although not of significant cost or value in themselves seemed to have a left an impression. I must say we seem to be getting quite a reputation for our Eggs Benedict which we recommend our guests try at least once during their stay with us!
Most importantly of all though I am delighted that you and your clients found that we delivered on our primary service standard of "No Request Too Large and No Detail Too Small" as this is fundemental to our service philosophy. I have taken much pleasure in sharing your very kind feedback with each and every member of my team here and we await your return to your "home from home" in London. Kind regards Andrew Pike, General Manager, Milestone Hotel
This response is the subjective opinion of the management representative and not of TripAdvisor LLC