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“Excellent!”

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The Royal Horseguards
Ranked #111 of 1,067 Hotels in London
Certificate of Excellence
Isle of Wight, United Kingdom
Level Contributor
38 reviews
19 hotel reviews
common_n_hotel_reviews_1bd8 23 helpful votes
“Excellent!”
Reviewed 16 January 2012

Great service. Spotlessly clean. Terrific location, and walking distance for much of central London, and tube only 150 meters away!

  • Stayed January 2012, travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
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Helpful?
Thank roncoroni
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HotelLondon, General Manager at The Royal Horseguards, responded to this review, 25 January 2012
Our location is just perfect especially if you are here to visit the sights of London. The team here is very proud to hear that the service they provided to you was great and that you found the hotel to be spotlessly clean.

Come back and see us again soon.

Kind regards,

Anna-Marie Dowling
General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Wigan
Level Contributor
7 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 14 helpful votes
Reviewed 15 January 2012

We chose this hotel because of the good reviews that we had seen online, but we left extremely disappointed.

We arrived at the hotel a bit early, because on the welcome email the hotel said that our room may be available before check-in at 2pm. When we arrived the room wasn't ready (which is perfectly reasonable), but they assured us that it would definitely be ready by 2pm. When we came back around 3pm they gave us the keys to the room.

After strolling round London all morning we were tired and just wanted to have a bit of rest. However, the room was cold and the heating slow to warm up. After around 10 minutes of rest, a work man called the bell on our room (without prior warning that this would be happening) to fix the lights by the bed. After about 10 - 15 minutes of work (he had to go into the ceiling because it transpired that the problem was to do with the central electrics) we politely asked him to leave because we both just wanted to relax and enjoy our stay.

As well as the broken lights by the bed side (he managed to fix one of these), the main bathroom light was also broken, making it difficult to use the bathroom mirror. In addition, the shower was lukewarm and the room was poorly designed with a TV that you could not see from the couch. Low beams hanged down from the ceiling, below head height.

I called down to reception to explain our issues and I also spoke to the receptionist in person later (when we got locked out after our key card failed!). Both of these people assured me that the message would get passed on to their managers and that somebody would come and have a word with us in the morning. Needless to say, nobody came to speak to us.

All of this is a shame really, because apart from the poor customer service we experienced at the hotel and our problems with the room, we had a great time in London and the location of the hotel was ideal. It is obviously a very high specification hotel, but the customer service we experienced on this visit fell way short of our expectations.

Room Tip: You may be asked to upgrade for £30. We really regretted not taking them up on this because the room...
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  • Stayed January 2012, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
8 Thank DRL_Wigan
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HotelLondon, General Manager at The Royal Horseguards, responded to this review, 2 February 2012
Thank you for posting your constructive feedback on TripAdvisor with regards to your recent stay at The Royal Horseguards. Please accept my sincere apologies on behalf of the hotel team for the number of shortfalls that you encountered during your stay with us. Rest assured that I have discussed the faults in your room with our Maintenance Manager. He immediately removed the room from our inventory until a full electrical audit was completed and the issues resolved. Due to your comments, all maintenance staff who now need to attend an occupied room, call the room in advance to ensure that it is convenient for them to gain access.

I was most disappointed to learn that even though you spoke to two people on reception regarding these issues no one contacted you. For this I am truly sorry, and the Front Office Manager has reviewed this with his entire team to reiterate the importance of communication between the Front Desk and the Duty Managers, and the consequences as demonstrated in your review of what can happen when this is not followed through.

However on a positive note, I am pleased to hear you found the specification of the hotel high and its location great. The exterior of the building is so unique and we have tried to honour this when we undertook the refurbishment of the interior.

I hope you will choose to come back to us again the next time you come to London, allowing us the opportunity to prove to you what exception customer service we are capable of.

Kind regards,
Anna-Marie Dowling
General Manager
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UK
Level Contributor
59 reviews
56 hotel reviews
common_n_hotel_reviews_1bd8 71 helpful votes
Reviewed 14 January 2012

We stayed here (B&B) for a weekend in early January 2012 having stayed at this hotel twice before. We had an upgrade to an Exectuve Room which was spacious, sparklingly clean and very comfortable. Standard of service - from all staff - was excellent. The hotel has comfortable sitting areas. (One request.............could the plates for the hot breakfast be warmed?)

  • Stayed January 2012, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank JackNicklaus
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HotelLondon, General Manager at The Royal Horseguards, responded to this review, 25 January 2012
I was delighted to read your kind words about your recent visit to The Royal Horseguards. I am thrilled to hear you experienced exceptional service levels throughout the hotel during your stay.

Thank you for your feedback regarding the breakfast plates. I have spoken to the Restaurant Manager to ensure that when fresh plates are place in the warmer they are put in the bottom and not on top of the warm plates. Stefan is checking that this instruction is being carried out.

I will proudly forward your kind comments to the entire team. I do hope that we will be able to welcome you back to the Hotel again in the future, so that we once again can ensure that you have a relaxing time and another 5 star experience.

Kind Regards.

Anna-Marie Dowling
General Manager
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Connecticut
Level Contributor
15 reviews
14 hotel reviews
common_n_hotel_reviews_1bd8 36 helpful votes
Reviewed 13 January 2012

My family and I spent three nights at the Royal Horseguards Hotel around New Years. It’s a very nice hotel in a beautiful historical building and a terrific location, especially for viewing the New Year’s fireworks. (We were in Room 720 and you couldn’t ask for a better view.) We found the staff to be very friendly and helpful.

Our room was an Executive King with a River view. I believe that these are the only rooms large enough to accommodate a roll-away bed, which we needed for our daughter. The rooms are very nice with many amenities. In response to some other posts regarding in-room tea and coffee, we had both, including a kettle and French press, on the lower shelf of the cabinet next to our desk.

There were only a few minor hiccups or disappointments with our stay. I received a written confirmation of our room type when I made the booking. However, about a week before our stay, I received an email reminder / confirmation from Guoman hotels confirming the wrong room type (a downgrade). I called the hotel and spoke to the front desk, who confirmed the correct room type and weren’t sure why I received the erroneous confirmation. When we arrived, we did receive the correct room. All turned out fine, but I did not appreciate the stress and hassle created by the erroneous confirmation. In our opinion, the beds and pillows were also not as comfortable as we expected for such a fine hotel, but they were certainly tolerable.

Overall, we had a terrific experience and highly recommend this hotel for anyone seeking an upscale hotel in a terrific London location.

Room Tip: River-view rooms on the higher floors have terrific views.
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  • Stayed January 2012, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank bossids
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Jersey, United Kingdom
Level Contributor
103 reviews
59 hotel reviews
common_n_hotel_reviews_1bd8 69 helpful votes
Reviewed 13 January 2012

Stayed here for two nights with my son (11). When originally booking i had not noticed i had booked a double, on check in we were asked if we wanted an upgrade £30 per night which i gladly took. We had a beautiful room with beautiful view over the thames to the london eye. This hotel is amazing in quality, the elemis products, underheating floor and the staff are amazing. Very centrally located and the bar has some fabulous cocktails. If you can, have the afternoon tea, it is fab! They even have a mini one for children, which my son struggled to finish! My only gripe is: for the price they really should provide moisturising lotion. But trust me im being really picky!!!!

Room Tip: Get an upgrade to a room with a view, they are well worth it.
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  • Stayed January 2012, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Jodie R
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HotelLondon, General Manager at The Royal Horseguards, responded to this review, 30 January 2012
Many thanks for taking the time to write your fabulous review regarding your stay with us at The Royal Horseguards. The entire team is thrilled to read their efforts being appreciated, as they work very hard to provide exceptional service. We truly feel that our customer service and our attention to detail offer our guests an amazing experience when they stay with us.

Afternoon tea’s are very popular, and our Head Pastry Chef Joanne Todd and her team also prepare themed afternoon teas based on London events and special dates, the next one is the highly anticipated Valentines Day Afternoon Tea.

We hope you and your son will be able to come and visit us again soon.

Kind Regards,

Anna-Marie Dowling
General Manager
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Bangor, ME
Level Contributor
53 reviews
11 hotel reviews
common_n_hotel_reviews_1bd8 18 helpful votes
Reviewed 12 January 2012

Went to London with family and friends and we stayed at The Royal Horseguards Hotel. Could not have picked a better hotel in a better area. Everything about this hotel is 4 star. It is withing walking distance of so many sights and just down the block from a Tube Station. The staff was incredibly friendly and helpful. When I do go back to LOndon I will stay here again.

  • Stayed April 2011, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank bnr1185
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HotelLondon, General Manager at The Royal Horseguards, responded to this review, 30 January 2012
What an absolutely wonderful review!! I am glad that your enjoyed all aspects of your stay with us, especially that you found the service you received was second to none. We look forward to welcoming you back to the hotel on your next visit to London.

Kind Regards,

Anna-Marie Dowling
General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
London, UK
Level Contributor
38 reviews
38 hotel reviews
common_n_hotel_reviews_1bd8 26 helpful votes
Reviewed 12 January 2012

We stayed in this hotel so we could visit the theatre in London. This is conveniently places for Covent Garden shopping and the central tourist attractions but still manages to be peaceful. Rooms were furnished and cleaned to a high standard and I loved the amazing shower & Elemis toiletries in the bathroom!
Staff were helpful, polite and friendly especially those in the Equus bar - great cocktails here, worth a try. Fantastic London hotel, highly recommended!

Room Tip: Get a river view :)
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  • Stayed January 2012, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank lexiflamingo
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HotelLondon, General Manager at The Royal Horseguards, responded to this review, 30 January 2012
You are right our location is perfect for Covent Garden and the theatres! We are so close to many of the main attractions in London, whilst still being located in a quiet and peaceful area.

All the bedrooms were refurbished 3 years ago; therefore it is great to read your appreciation for the high standards and cleanliness observed by our Housekeeping & Maintenance Departments. I will proudly share your fantastic review with the entire team, especially the Equus Bar team who so deserve their special mention.

Thank you for recommending us, we true appreciate it.

Kind Regards,

Anna-Marie Dowling
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about The Royal Horseguards

Property: The Royal Horseguards
Address: 2 Whitehall Court, London SW1A 2EJ, England
Phone Number:
Region: United Kingdom > England > London > Westminster
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Restaurant Room Service Suites Wheelchair access
Hotel Style:
#39 Romantic Hotel in London
#43 Family Hotel in London
#60 Business Hotel in London
#98 Luxury Hotel in London
Price Range (Based on Average Rates): £££
Hotel Class:5 star — The Royal Horseguards 5*
Number of rooms: 282
Official Description (provided by the hotel):
This majestic five-star hotel presides over the River Thames. From glittering chandeliers to contemporary design, this central hotel near the London Eye reflects a proud heritage. Expect more, with free wi-fi throughout the hotel, fully refurbished Victorian splendour, award-winning dining, afternoon tea and sumptuous river view suites. ... more   less 
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Also Known As:
The Royal Horseguards Hotel London
Royal Horseguards London

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