No one was more surprised than me by the dreadful treatment we received at the W Leicester Square. After informing the management & front desk months before that this trip was our honeymoon and as Platinium Starwood members, we expected the royal treatment. Instead we felt royally screwed. We received nothing but excuses, poor service, lies about suite availability, sarcasm and not even a congratulatory bottle of champagne for spending our honeymoon here. Normally the W is gay friendly, but our experience felt homophobic during London Pride. After being told by both Starwood and the Starwood App that suites were available, Welcome Desk Manager Drew England told us that Starwood and the Starwood App were not accurate and that the multiple suites were not available. After emailing the Welcome Desk we were later told that we missed our opportunity to move to a suite because our bags were not packed. Excuse me, the Welcome Desk had my mobile number. If we had received a call informing us to pack and move, we certainly would have. Needless to say, this entire experience has been the only stain on an otherwise magical honeymoon. Ladies, do not disappoint yourself and gentlemen, do not let the W Hotel Leicester Square treat you this way on your honeymoon. Upon our return to the states we will be writing to the CEO (Frits Van Paasschen) and the Europe, Africa and Middle East Regional President (Michael Wale) of Starwood to share our poor experience. The only reason for 2 stars and not 1 is the location of the hotel. However, we will never patronize this hotel again.
- Official Description (provided by the hotel):
- Sophisticated and quirky, glamorous and decadent, W London - Leicester Square crystallizes the quintessential dual personality of the British soul. Located steps away from theatre land, the catwalks of Brewer Street and Soho’s electric nightlife, the hotel - like the city itself - is a bold contrast of themes, colors, textures and characters. Experience luxury comfort and the vibrant decor of our rooms and suites, your ultimate pit stop. ... more less
- Reservation Options:
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- Also Known As:
- w London Leicester Square Hotel London