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“Poor service lets this hotel down”

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Grange Tower Bridge Hotel
Ranked #224 of 1,069 Hotels in London
Certificate of Excellence
Yeovil, United Kingdom
Level 4 Contributor
34 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 11 helpful votes
“Poor service lets this hotel down”
Reviewed 27 July 2014 via mobile

The hotel itself was very nice. The rooms were spacious, beds comfortable and location very central. However, the service thought was shocking for an allegedly 5 star hotel.

When asked if the concierge would book a a taxi, they refused and said "we would have to flag one down". Not really the response I wanted.

When asking a waitress for a glass for my orange juice at breakfast I was told "we are very busy and you will just have to wait". Absolutely shocking and when they did come out they were piping hot from the glass washer.

When arriving at breakfast on the second day there was a mix up as to when breakfast was booked (their fault). We were then told 10am is very busy for breakfast and very inconvenient for them and very reluctantly told a table would be set up but told to leave the restaurant while they did so! Appalling service and made to feel like we were an inconvenience throughout our stay. Staff rarely acknowledged you or said hello. They were also difficult about leaving your luggage after check out. Also, check out at 11am is early for a 5 star hotel.

Overall I was not impressed with the service at all! Will not return purely on this basis. They definitely need to pull their finger out if they want to compete with other hotels in London whose service is exemplary.

Stayed July 2014, travelled with friends
Helpful?
Thank Hollie K
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Nellie S, Guest Relations Manager at Grange Tower Bridge Hotel, responded to this review, 5 August 2014
Thank you for placing your review and I thank you for bringing this matter to our attention. We will address your comments with the relevant staff. Please accept my apologies for any inconvenience. I hope that you will consider using us on a future occasion.
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Rating summary
  • Location
  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
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Bradford
Level 4 Contributor
22 reviews
17 hotel reviews
common_n_hotel_reviews_1bd8 24 helpful votes
Reviewed 27 July 2014

I stayed here with my teenage nephew in July. Hotel is a modern business hotel but lots of families and couples were staying as well. we had room 1024 on the 10th floor with an excellent view of the gerkin. Lifts were fast but not good if U have a fear of heights as they are glass facing the street and looking into hotel. Room was modern, clean and had a fab bathroom, glass everywhere and sparkling clean. Turndown service each night leaving chockies on yr pillows. We had continental breakfast which was plenty, cereal, fruit, juice, meats, cheese, toast, croissants, mini Danish, tea, coffee, yoghurt. Cudnt have eaten full English even if wanted to but would have had to have paid extra. Hotel is located 5 mins walk from tower of London of that, we walked every morning to tube. Located under bridge from tower gateway is a bus stop with a bus that goes to Covent garden think it was R1 bus. Staff were very professional, lady who booked and checked us out Bethany was very helpful and friendly, doorman spoke to us every time we went and out. Would definitely stay here again, ignore negative reviews as we didn't encounter any problems at all. Room has every port needed for every tech device going. Didn't eat in hotel at night but there is a wetherspoons directly opposite which is reasonable. We went on jack the ripper tour and didn't realise how close to Aldgate and Whitechapel we were. Felt safe around hotel but cudnt say the same for Aldgate.
Would definitely stay again nice touch each morning was an independent newspaper left outside yr room in the tray on the wall outside each room.

Room Tip: Ask for a room with a view the higher the better.
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  • Stayed July 2014, travelled with family
    • Location
    • Rooms
    • Service
Helpful?
1 Thank TykeBradford
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Nellie S, Guest Relations Manager at Grange Tower Bridge Hotel, responded to this review, 5 August 2014
Glad to hear you and your nephew enjoyed your stay and found the hotel completely satisfactory. We hope you will both return soon. Thank you for your lovely review.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Poulton Le Fylde, United Kingdom
Level 4 Contributor
25 reviews
17 hotel reviews
common_n_hotel_reviews_1bd8 40 helpful votes
Reviewed 27 July 2014

Stayed here at the end of our honeymoon.room was really big with large comfy bed.it was close to tower hill tube station and wetherspoon next door for breakfast. The only thing I didn't like was the shower gel in the room was not replaced after our first day ( we stayed for 3 nights in sweltering heat). For a 5* hotel, not providing shower gel is pretty poor service!but i would stay again, that aside!

  • Stayed July 2014
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank bambiN
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Nellie S, Guest Relations Manager at Grange Tower Bridge Hotel, responded to this review, 5 August 2014
Glad to hear you enjoyed the end of your honeymoon in our hotel. Although we will replace our toiletries daily if required, our housekeeping team are encouraged to assist with our green policy and replace as needed to avoid unnecessary wastage of bottles, lids etc. We sincerely apologise if the bottle was empty and this was overlooked.

Congratulations on your recent wedding and we hope you'll return to enjoy an anniversary celebration in the years to come.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Aalborg, Denmark
Level 4 Contributor
37 reviews
14 hotel reviews
common_n_hotel_reviews_1bd8 20 helpful votes
Reviewed 24 July 2014

Grange Tower was selected due to conference participation located in this hotel. Everything was OK and the rooms were fancy, well looking, a feature very much liked by my two teenage daughters, who got their own room. Eating was OK and the general impression was that this was an OK hotel. The breakfast buffet was a strange thing, breakfast was included, but when entering the buffet you needed to know (without any service or signs) that few of the food items were not allowed without extra charge, this applied for the bacon and the sausages. The staff showed some bad conduct during some troubles with regard to paying by means of credit card. I think for the price you could easily get something better.

  • Stayed October 2013, travelled with family
    • Location
    • Rooms
    • Service
Helpful?
1 Thank Claus B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Nellie S, Guest Relations Manager at Grange Tower Bridge Hotel, responded to this review, 5 August 2014
I am pleased you enjoyed your stay and found the modern hotel to have excellent rooms. I regret however that your expectations relating to breakfast service were not fully satisfied. Please accept my apologies.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Janesville, Wisconsin
Level 1 Contributor
3 reviews
common_n_hotel_reviews_1bd8 4 helpful votes
Reviewed 23 July 2014

My daughters and I stayed here from July 11 to July 15 and were treated with the utmost courtesy at all times. No request went unanswered. The rooms were lovely and beds most comfortable and the bath totally modern and beautiful with every need answered. The rooms provided every electric receptacle for any guest's needs. There were two hair dryers so no one had to wait. The continental breakfast was generous, varied and delicious as, I'm sure the hot full breakfast was. This was our first visit to London and the location was near everything we needed. Transportation was close by, good restaurants and grocers for snacks. The pool, hot tub and foot baths were relaxing and much visited. Should I ever get to London again this is where I would like to stay.

  • Stayed July 2014, travelled with family
    • Sleep Quality
    • Rooms
    • Service
Helpful?
2 Thank madreiling1211
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Northampton, United Kingdom
Level 6 Contributor
140 reviews
51 hotel reviews
common_n_hotel_reviews_1bd8 50 helpful votes
Reviewed 23 July 2014

Upon entering i was welcomed with a friendly smile, and while filling in the reservation form I was told that we were upgraded free of charge to an exectuive suite.a delightful clean, brightly decorated and friendly hotel. It was a shame to find that we only had toiletries for one day of our three night stay, Lovely otherwise Thank to all that were involved with my pleasent stay.

Room Tip: We were on the front second floor and not a peep of traffic was heard
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  • Stayed July 2014, travelled as a couple
    • Value
    • Sleep Quality
    • Service
Helpful?
3 Thank ozman1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Nellie S, Guest Relations Manager at Grange Tower Bridge Hotel, responded to this review, 5 August 2014
Thank you for your fantastic review. We are pleased you enjoyed your stay. Additional toiletries can be requested at any time during your stay. I apologise if this was overlooked. I will bring this matter up with the housekeeping staff. We hope you will return soon.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
London, United Kingdom
Level 3 Contributor
19 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 7 helpful votes
Reviewed 22 July 2014

We enjoyed ourselves so much staying here for my sister's wedding, we came back again for a birthday treat.
Both times we felt very well looked after, holding a surprise birthday cake for me and giving us a nice high floored room. Very comfortable bed, excellent room facilities and most importantly for me an all you can eat breakfast buffet with exceptional sausages. For me, sausage quality makes or breaks a breakfast (stop sniggering) so it's an added incentive to return. Living in London we don't often stay in hotels in the capital but I consider this as our first call when we want to treat ourselves.

  • Stayed August 2013, travelled as a couple
    • Value
    • Sleep Quality
    • Service
Helpful?
1 Thank MikeyBagwell
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Grange Tower Bridge Hotel

Property: Grange Tower Bridge Hotel
Address: 45 Prescot Street, London E1 8GP, England
Phone Number:
Region: United Kingdom > England > London > Whitechapel , East End / East London
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
Ranked #224 of 1,069 Hotels in London
Price Range (Based on Average Rates): ££
Hotel Class:4.5 star — Grange Tower Bridge Hotel 4.5*
Number of rooms: 370
Official Description (provided by the hotel):
Launched in June 2011, the brand new Grange Tower Bridge Hotel redefines luxury accommodation and events facilities within the famous Tower Bridge district. Signature facilities include an expansive Conference and Events Centre, together with a luxurious Wellness Centre offering an extensive range of beauty and holistic treatments. The Grange Tower Bridge incorporates renewable solar and photovoltaic panels, and has an on-site borehole to reduce water consumption – making it one of the most energy-efficient hotels to open in recent years. ... more   less 
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