This was my second stay at this hotel. Having enjoyed a 5 star experience previously, I decided to return with another friend. I have to say, it didn't quite live up to the expectations of myself or those of my friend this time!
I'll break the review up to show my reasons clearly:
*The treatments: 5/5
The treatments at this place truly are second to none - great service and fantastically relaxing. The staff are brilliant and know exactly how to provide a top quality treatment. My friend and I both enjoyed an hour long holistic massage and came away feeling rejuvenated and relaxed.
* The room: 4/5
We stayed in a twin room on the 5th floor. It was very clean and had good facilities; TV, fridge, hairdryer etc etc. However, it was nowhere near as big as the twin room I stayed in previously and the beds were quite small and close together. They were very comfortable however - if I'd not stayed before in a bigger room for the same price, I'd have rated 5/5!
* The spa: 4/5
The spa is lovely with a superb sauna, steam room and saunarium. There's also a foot bath, relaxation area, hydrotherapy pool and snow room. The reason for the 4/5 rating this time is due to it being quite crowded during some parts of our stay and also there was a power-cut which meant the floor flooded due to the hydrotherapy pumps not working temporarily. A lot of grey hairballs emerged over the flooded spa floor and although the staff were there trying to clean up, no one explained what was happening or how long for etc, it was as though there were no customers in the spa and the staff were oblivious to us. The flooding went on for about an hour - (we were told by staff in the spa treatment area what had happened and had an apology then.)
* The dinner: 2/5
Dinner at the Kanteen restaurant was included in our package but we were very disappointed. The menu choice was quite poor and the food was not of a high quality. I ordered the only hot vegetarian choice available, a pasta dish with aubergine and tomato. I usually LOVE pasta dishes but this 1 was the worst I've had in a restaurant for as long as I can remember! It was bland and arrived in a watery tomato sauce. My friend ordered the chicken dish. She said it was ok, it did what it said on the tin but there was nothing special about it and she could have easily prepared it herself by just roasting the chicken in the oven. The soup we had for starter was again, ok. It was edible but not what I would expect in a 4 star hotel restaurant really. We didn't stay for dessert as this would have cost another £10 between us for 2 slices of cake and we'd seen enough!
* The breakfast: 2/5
This was a major disappointment also, as the continental breakfast included in our package looked quite unsubstantial with limited variety compared to other hotels we have stayed in. We decided to pay an extra £5.50 each to have something cooked for breakfast. I ordered beans on toast with hash browns. After waiting for half an hour (in a not even busy restaurant!) breakfast finally arrived. I actually did a double take in shock! I had in front of me 2 small slices of cold toast, a ramekin pot of beans which held no more than 25 beans in it and 1 small hash brown! My friend had a similar poor amount of food for what we'd paid for and I quickly asked the waitress if I could have more beans and hash browns. There weren't enough beans to cover even half a slice of toast in that small pot! The waitress did quickly bring out more food which is why it got 2 stars rather than 1.
* General service: 3/5
It was really mixed. The reception staff were quite disorganised, not being able to see what room we had booked on their screens, not having our room ready until after 3pm and losing our reservation details between us checking into the hotel and going straight to the spa and coming back to collect our room key. The restaurant staff were pleasant but slow considering the restaurant was practically empty, The spa treatment staff were fantastic - polite, enthusiastic and talented. The staff cleaning the spa were obviously concerned about the problems but paid the customers no attention at all.
Despite this very mixed review, I would return, if just for the comfy bed and amazing treatments! If I do return, I won't book a package that includes dinner and breakfast and will instead go to a proper restaurant across the road. We came home feeling relaxed and happy and pleased that we went but maybe expecting a bit more for our money!
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- Also Known As:
- k West Hotel And Spa
- k West London