We booked the Indulgence Package and were impressed with the quality of this property. Service was great, fast and efficient. The room was wonderful and the views stunning. Service in the pool area was slow and slightly unattentive, although the satff were very nice.

The health spa was small but the massage was very professional. The dinner in the restaurant was magic!

Given it's reputation and room rate, I expected a lot more from The Westcliff. I arrived to an overcrowded reception area - overcrowded with staff, not guests. It was mayhem, with staff running all over the place and telling each other what to do. I was ignored for the first few minutes. I was taken in the buggy to my room by a porter who was just a bit too fresh. The room was nice and extra spacious. The balcony was just beautiful with a lovely view. The bed was very comfortable and there were enough amenities and in-room info to keep me happy. Breakfast on the terrace in the sun was delightful, but the service was poor. Check out was even more mayhem than arrival. Again, staff were running all over the place. When I managed to get somebody's attention for check-out it was constant interruptions from other staff members. Then there was a mix up with my airport transfer. A car arrived and the other guests waiting asked the driver if it was their car. Yes, he said, without even asking their name. They got in the car and then the driver checked their names. They didn't give the right answer so he asked my name. Yes, this is your car, he says. But the other guests refused to get out so there was more mayhem while the staff tried to find another car to get me to the airport on time. Happy to finally say ta-ta to The Westcliff, a 5-star hotel with zero-star service and organisation.

This is my second visit to the hotel choosing a suite type room (internet reduced rates direct from hotel web site) and it was again consistently good. Last year I had problems with internet but these seem to have been resolved. The large well designed rooms and furnishings with bar, restaurants and pool with such a great view across city and Zoo make this an unbeatable experience in my opinion. I see the hotel gets variable reviews but mine have been very good so far and I would readily return. I prefer quieter hotels such as this that offer extreme privacy. I have used the hotel shuttle and car pick up and this works nicely too.

Airconditioning was out of commission. Contacted housekeeping and front desk and they promised to correct the problem. Returned from dinner engagement and front desk said problem with airconditioning had been fixed. Problem was not corrected and room temperature was 30 C (86 F). Asked to change rooms and was told that it was not possible as hotel was full. Spent very uncomfortable night prior to 28 hour return flight to United States. Had late checkout and no attempt was made to correct problem. It appeared likely that the next guest would also have to contend with the airconditioning problem.

Hotel seems to be poorly run and disorganized. Not a true Orient Express property. While hotel is highly rated in many guides, suggest travelers stay at other hotels such as Melrose Arch.