Upon arrival there was confusion with what we actually booked.
Once checked in we went straight down to the "spa" which appears a lot bigger on the website pictures than it actually is. We had to queue for anything in the spa which made it feel like we was on a conveyor belt. Once we had a slot to dip in the small hydro pool we couldn't hand our robes or towel anywhere so had to leave on the side like most others. When we left the small hydro pool our towels were missing and our robes moved completely by other guests, in order to have some space to sit down. There were no staff maintaining the area or assisting the guests.
What looked like the space of a few guest rooms converted in to a "spa" looked dirty as there were glasses and cups left all over with staff only replenishing the water jugs.
It is clear that although the hotel states that it manages guest levels for the spa it clearly doesn't as it was clearly overcrowded.
We then left after managing to use 2 of the spa facilities to have massages. My girlfriend had to wait an extra 30 minutes as there was a large group complaining about accessing the spa all together for about 15 minutes next to the "relaxation" area. The staff then conceded and allowed the large group in to the spa area which then followed by guests leaving the spa area and complaining that there is clearly not enough space for everyone which my girlfriend had to sit through and delayed her massage further. The actual massages were very good.
By the time I finished my massage, my girlfriend had just started hers. I was unable to return to the spa as it was clearly too full so I returned to my room and watched TV.
When my girlfriend returned, she called reception to ask for robes as there were none in the room as should be as the room was taking a while to hear up. She called again an hour later and was again promised to be brought to the room but they never arrived.
The room service food was very good. We both ordered the sirloin steak (we got ribeye) with chips (we both got potato fondant).
The next morning we went to breakfast for another ordeal which after everything I just want to get this experience over so don't want to remind ourselves how further bad it got.
On checkout we requested to speak with the manager to raise our concerns for our stay. We were taken away from the reception desk and we freely discussed our stay. He then checked out our story with the spa staff and then come back to us to confirm what we had already stated. He did offer us a discounted room rate and a refund of spa as we were unable to use properly.
I'm glad we had the massages to get over staying here.
Not recommended for an actual spa break, more suitable for a shopping trip put stop or work overnight accommodation.
An average review only due to the nice room (although we had an upgraded room rather than standard), the room service meal quality and the offer of refund/discount by the manager.
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- Also Known As:
- k West Hotel And Spa
- k West London