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“Marvellous hotel, follow-up was lacking”

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St. Pancras Renaissance Hotel London
Ranked #203 of 1,064 Hotels in London
Certificate of Excellence
Halifax, United Kingdom
Level Contributor
6 reviews
common_n_hotel_reviews_1bd8 4 helpful votes
“Marvellous hotel, follow-up was lacking”
Reviewed 8 August 2014

Stayed 2 nights after Eurostar cancelled at Easter. Expensive at £400 per night, but gorgeous interior and beautiful room were very welcome. Arrived late and exhausted, so we didn't understand that breakfast was in the Chambers area. We were sent away by staff in the 'Booking Office' because we hadn't booked breakfast, although we were standing next to the Chambers door and showed them our room number. Left the hotel and had breakfast elsewhere, only to discover the mistake later - no breakfast at £400 per night?? Mentioned this on checking out and again by letter to the hotel but received no reply. Not good follow up and well below standard for a hotel of this supposed calibre. Otherwise, the hotel was excellent.

  • Stayed April 2014, travelled with friends
    • Sleep Quality
    • Rooms
    • Service
Helpful?
1 Thank P S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Gareth B, General Manager at St. Pancras Renaissance Hotel London, responded to this review, 21 August 2014
Thank you for your feedback. I am pleased to hear we were able to accommodate you after your last minute train cancellation and you were so impressed by the renovation of the building. I am sorry to hear about the confusion at breakfast. As you are now aware, those staying in Chambers are afforded a number of benefits, including access to the exclusive Chambers Club which serves complimentary breakfast as well as afternoon tea and evening canapés and a range of drinks throughout the day. I would very much appreciate the opportunity to learn more about your experience and would ask that you contact our Operations Director on Edward.White@renaissancehotels.com so we can fully investigate. Thanks again for your kind comments and I do hope to hear from you soon.
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Rating summary
  • Location
  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveller tips help you choose the right room.   Room tips (868)
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Milton Keynes, United Kingdom
Level Contributor
49 reviews
25 hotel reviews
common_n_hotel_reviews_1bd8 25 helpful votes
Reviewed 8 August 2014

We booked a night's stay to celebrate our wedding anniversary. I informed the hotel that we were celebrating a special occasion and was delighted at check in to be upgraded to a junior Chambers suite. The building is of course, historic and has been beautifully refurbished. We were thrilled with our room which overlooked The Booking Office bar, great for people watching! The room was very comfortable with all that we needed, the beds were lovely.

I visited the spa early evening and enjoyed a dip in the pool, although small, or was lovely and a decent temperature.

We didn't eat in the hotel but had a drink in The Booking Office. It was very busy and the service was a little slow, but they did apologise and we're very friendly. Beware, though the drinks are pricey!

All in all, we loved our stay and would love to return again in the future.

  • Stayed August 2014, travelled as a couple
    • Value
    • Location
    • Service
Helpful?
Thank LizzieS606
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Gareth B, General Manager at St. Pancras Renaissance Hotel London, responded to this review, 21 August 2014
Thank you for this fantastic feedback! I am thrilled to hear you chose our hotel to celebrate your anniversary and appreciated the complimentary upgrade the team arranged for you. Great to hear you were able to spend some time in the Booking Office bar and make the most of the Spa facilities. Thanks again for your kind comments and I do hope to welcome you back in the near future.
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Cary, North Carolina
Level Contributor
187 reviews
33 hotel reviews
common_n_hotel_reviews_1bd8 109 helpful votes
Reviewed 8 August 2014

As others have noted, a tremendously attractive building and an excellent location adjacent to the train station and Underground. It was a major luxury to take the Tube back at the end of a long day and be steps from our room.

We never had a bad experience with any staff member here, and that is even with us traveling as a family in what occasionally feels like a business hotel. Rick in the Chambers Club is especially noteworthy, and the Chambers Club itself was another highlight. If you secure Chambers Club access, it's terrific to be able to start your day with breakfast there (the waffles are very good) and then be at the Tube within minutes.

Two small quibbles kept this review from being five stars. One, housekeeping was a little spotty and entirely skipped our room one day despite the fact that we were gone by 9 a.m. Second, our rooms were a little worn. Nothing major, just some tiny details that in some ways you would expect from a vintage property. It did not in any way detract from our stay and would not make me hesitate to book this property again.

Room Tip: Avoid rooms that end in 01 (501, 401, etc) as they are directly across from the elevators.
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Stayed August 2014, travelled with family
Helpful?
Thank Adam L
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Gareth B, General Manager at St. Pancras Renaissance Hotel London, responded to this review, 13 August 2014
Thank you for your kind comments. I am pleased to hear you enjoyed your recent stay with us and were especially impressed by the location and level of service from the team. Thank you for highlighting Rick personally, who was thrilled to be recognized. Our associates pride themselves on creating wonderful memories for guests and so I am delighted to hear this was certainly your experience. I am sorry to hear your comments regarding housekeeping and would be very keen to investigate this further. Should you be willing to comment further, please do contact our Head Housekeeper on Margus.Saareoks@renaissancehotels.com who is keen to hear more. Thanks again for your feedback and I do hope to welcome you back again in the near future.
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Andria, Italy
Level Contributor
67 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 21 helpful votes
Reviewed 8 August 2014

Gosh I expected so much from this hotel, this was a birthday treat for a friend which all in all was lovely but we were surprised at some simple discrepancies. Counted number of teabags and lack of biscuits in the room, no space in the fridge for anything except hotel purchases and paying for WIFI in the room is unbelieveable.The staff were very friendly and helpful, the room was lovely, and the building is magnificient, but you are paying a lot to stay there so I think these little inconveniences could be remedied.

  • Stayed July 2014, travelled with friends
    • Location
    • Cleanliness
    • Service
Helpful?
1 Thank Priscillapitstop
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Gareth B, General Manager at St. Pancras Renaissance Hotel London, responded to this review, 21 August 2014
Thank you for taking the time to provide this feedback. I am pleased to hear you found the staff so friendly and helpful and were impressed by the renovation of the building but am of course disappointed to read your other comments. The housekeeping team regularly top up the tea and coffee making facilities and whilst the mini bars are designed to accommodate items supplied by the hotel, we do have several rooms with kitchenettes that are ideal for those wishing to prepare their own food during their stay. If organized ahead, we are able to organize a small fridge to be sent to guest rooms, so please do let us know in advance of your next stay so we can better accommodate your needs. Thank you again for your feedback and I do hope to welcome you back in the near future.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Queensland Australia
Level Contributor
41 reviews
13 hotel reviews
common_n_hotel_reviews_1bd8 23 helpful votes
Reviewed 7 August 2014 via mobile

Enjoyed a special couple of days in this remarkable property. Reception staff were very efficient and welcoming. we were given a brief tour of the facilities by Holly from guest relations. The chambers suite was very beautifully appointed and comfortable. Breakfast in the club room was fine. Staff very attentive.
Conveniently located for our departure on the Eurostar. Chambers guests receive a complimentary porter to assist with checking in at the very busy (and to us, unfamiliar) railway station.
My only suggestion would be that I would have liked a clock in the room.

Stayed July 2014, travelled as a couple
Helpful?
Thank Lorri1962
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Gareth B, General Manager at St. Pancras Renaissance Hotel London, responded to this review, 13 August 2014
Thank you for your kind comments. I am pleased to hear you enjoyed your recent stay with us and were especially impressed by the level of service from the team. Our associates pride themselves on creating wonderful memories for guests and so I am thrilled to hear this was certainly your experience. We are proud to be the only hotel in London able to offer a VIP Eurostar Transfer Service and so it’s great to hear you were able to make the most of this exclusive service. Thanks again for this great feedback and I do hope to welcome you back in the near future.
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London
1 review
Reviewed 7 August 2014 via mobile

Stayed at this hotel the night before taking the Eurostar. Hotel itself is very impressive, lovely building and good food. Very convenient for the station, and lots of helpful members of staff waiting to assist you.

Two experiences that were disappointing given the rating of this hotel. Firstly, one of the rooms we booked had a rollout bed, and no duvet was provided - although we could have asked at this level you shouldn't have to.

Secondly, at breakfast we were mostly ignored by the staff, had to ask for tea/coffee and generally did not feel well looked after. In addition, by the time we checked out breakfast had not been added to the bill so we had to wait whilst this was done

Would definitely stay again but a little more care in some areas would've have made this 5 rather than 4.

Stayed August 2014, travelled with family
Helpful?
Thank MCW1987
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Gareth B, General Manager at St. Pancras Renaissance Hotel London, responded to this review, 13 August 2014
Thank you for your kind comments. I am pleased to hear you enjoyed your recent stay with us and were especially impressed by the location, restoration of the building and the quality of food served in the Booking Office. I am of course sorry to hear about the issue with the bed. Our Head Housekeeper would be keen to investigate what happened here, so should you be willing to discuss further, please do contact him on Margus.Saareoks@renaissancehotels.com. Thank you again for your feedback and I do hope to welcome you back in the near future.
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San Juan, Puerto Rico
Level Contributor
8 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 6 helpful votes
Reviewed 6 August 2014

Stayed for two nights at the St Pancras Rennaisance (July 2014). Main reason for choosing the hotel was location, as it is next to the St Pancras Station (nice shopping mall and Eurostar) and King Cross Station, the busiest train station in Europe. This is an amazing property! Classy, pretty to look at, and very well kept. Many movies have been filmed in its beautiful premises. You may recognize a piece or two of Hogwarts from the Harry Potter movies. Employees are very efficient. Got there early, but they still managed to accomodate us to a large room with an incredible bed...The spa is quite nice also. You will feel like royalty here!

Room Tip: Ask for a room with a street view.
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  • Stayed July 2014, travelled with family
    • Value
    • Rooms
    • Service
Helpful?
Thank sjdrmrsed
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Gareth B, General Manager at St. Pancras Renaissance Hotel London, responded to this review, 13 August 2014
Thank you for this fantastic feedback. I am thrilled to hear you enjoyed your recent stay with us and were especially impressed by the restoration of the building. As you say, this has not gone un noticed within the creative industries, and many film and music videos have been shot on location (you may have recognized the Grand Staircase from the Spice Girls first ever music video !) Thanks again for your kind comments and I do hope to welcome you back again in the near future.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about St. Pancras Renaissance Hotel London

Property: St. Pancras Renaissance Hotel London
Address: Euston Road, London NW1 2AR, England (Formerly St. Pancras Renaissance London Hotel)
Region: United Kingdom > England > London
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Kitchenette Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
Ranked #203 of 1,064 Hotels in London
Price Range (Based on Average Rates): ££££
Hotel Class:5 star — St. Pancras Renaissance Hotel London 5*
Number of rooms: 245
Official Description (provided by the hotel):
Hailed as London's most romantic building, the St Pancras Renaissance Hotel is widely recognised as one of city's greatest Victorian landmarks. The 245-room hotel now boasts not only one of the most majestic staircases in Britain, but two bars & restaurants, a spa, a gentleman's grooming salon as well as some of the largest and most beautiful suites in the city. Our 5 star hotel is located at St Pancras International Station and is brimming with a fairytale facade that Sir George Gilbert Scott fashioned for the Midland Grand. Our hotel earns the ability to exceed every expectation while blending Victorian splendor with modern style and service. ... more   less 
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