Don't be FOOLED into thinking this hotel is worth the money they charge with it's impressive frontage and entrance because that's where it ends. Rooms are disappointing, unbelievably hot even with air con on. We stayed at the end of May & arrived just after 8pm - check in was very slow. We booked a few weeks before & the price went down £100 for a 2 night stay per room & we had 3 rooms. When I mentioned this there was no one to help. We quickly unpacked as we had a booking in the restaurant at 9.15. Some of us chose their award winning pie - never been so disappointed crust was soggy & meat was mush. I've had better from a take-away. We didn't bother to say anything cos it took them 45 mins to serve that so it was too late to start ordering another meal. We went to bed to find the air com didn't work & it was really hot but we couldn't open the window as the extraction units outside were very loud. We were on the 5th floor but could hear the party music & vibration in the room from the ground floor. We had to move rooms because of the heat after midnight. Pack, move & unpack made it 1'o'clock before we got to bed. Air con worked but really noisy so didn't sleep well both nights.. One of our other family had to move rooms & the third room also had problems - air con worked but not enough to cool room, noisy & bathroom dirty. We had to be out early the following morning for an event so had no time to tell anyone. We saw the customer relations lady later who was very nice but didn't come back to us & we had to find her the following morning. She made us feel that it was only us that complained about the meal, the room etc but that clearly is not the case according to the reviews. She did offer money back for the pies but nothing for the over pricing, the quality of rooms & the fact we had to move at midnight. She was only interested in giving us a better rate next visit even though we had told her we wouldn't ever stay again. The only nice thing was breakfast & reception staff were friendly. Concierge were lovely.
Manager replies to these comments seem to be repetitive & defensive as if it's a one-off complaint and not the norm but surely the complaints from various guests saying the same must mean you have a real problem. Sorry is easy to say try making some changes instead of burying your head in the sand.
A very disappointed family
- Official Description (provided by the hotel):
- We are delighted to present The Principal London which will open in stages throughout the course of the summer, and will fully launch in September 2017. The Principal London is an iconic establishment nestled in the heart of the city. Whether you wish to indulge in a spot of shopping or want to host a conference at one of London's most exclusive addresses, The Principal London is the perfect base for business or leisure. ... more less
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- Also Known As:
- Russell Hotel London
- Hotel London Russell
- Russel Hotel London