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“Clean and Modern, But Questionable Service”

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Andaz London Liverpool Street
Ranked #124 of 1,076 Hotels in London
Certificate of Excellence
Reviewed 4 August 2009

This is a fairly new hotel with modern, minimalistic design. Very nice that the price includes internet and all drinks in the fridge. The rate is really not that bad considering it's in London. Great especially if you are traveling elsewhere through Liverpool station.

However, choices of entertainment and food are limited. More importantly, I just do not understand the staff's service and behavior during my stay.

The strangest thing I experienced at this hotel is the treatment of my luggages and the service of the staff. I checked in on July 24 in the early afternoon and got a great corner room. After checking in, I left my luggages in the room and went out for city tour. When I came back in the evening, all my belongings were gone. After checking with the front desk, they told me they had to remove all my stuff because they thought they were the luggages left by the previous guest. It sounded unreasonble to me since I checked in on the same day and the room was cleaned. I would have called them for assistance if there had been lugguages left by the previous guest in the room. The fact that they took my stuff during my stay without asking is odd. Besides, there were name tags on my luggages and they should have known that they belong to the person who just checked in.

The strange treatments did not end there. The next morning at around 9 am while I was still in bed, I heard a person trying to scan the key card to get in to my room and playing with the door knob. I looked through the peekhole and saw a person with uniform (the hotel staff) at my door trying to get in. The point is: the person NEVER KNOCKED THE DOOR. I opened the door and was quite upset about the behavior. The staff apologized and told me he was just checking the lock. Checking what? There was nothing wrong with the lock and the key. It was the treatment of my luggages that was inappropriate. If they really had doubt about the lock and key and needed to examine them, shouldn't they inform the guest before trying and AT LEAST KNOCK THE DOOR. Sounds like a common-sense? Well, the staff surely didn't show they understand it.

I did not lose anything during my stay but they lost my trust in its security.

It's a shame because I did like the design and facilities.

  • Stayed: July 2009, travelled on business
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Thank WandererFantacy
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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2,765 - 2,771 of 3,304 reviews

Reviewed 3 August 2009

Booked this hotel via lastminute.com, surprise hotel 5 star. Paid 143/queen room with breakfast, but the rack rate wasn't far off this on the hotel's website. Good location. Rooms small, but quite stylish. Free healthy mini-bar and internet, but not 24hr free! Check-in a bit of a free for all - no desk. Breakfast fantastic, lovely surrounds and excellent everything! Check-out awful, spoiled by the hotel Line Manager, Alex, trying to charge us for one of our teenage daughters. Held us up for about half an hour, and totally spoiled the whole stay. The room was booked for 2 adults per room, but he was trying to charge us for a breakfast! We stayed calm, but he had us running around trying to prove this ... After he went off to check himself, he grudgingly came back and let us off! Our booking was accurate, 2 adults in each room. BEWARE!

  • Stayed: August 2009, travelled with family
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Thank Catherine69
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 28 July 2009

We recently returned from our visit to London and a one week stay at the Andaz Hotel. We (two adults and one 11-year old child) stayed in the open suite plan. The purpose of our stay was for a family vacation.

Overall, we really enjoyed our stay at the Andaz. and plan to return during our next stay in London. We highly recommend this hotel.

Customer service is really important to us and we very pleased with the service provided by each of the Andaz staff members we interacted with. Staff members were quick and responsive whenever we called for assistance (extra towels, etc.)

The open suite plan is quite spacious. It provides a sleeping area (with a true king size bed), a work desk area, a sitting area (large sofa and ottoman), a small eating area and a nice sized bathroom. The room includes two LCD televisions (one in the sleeping area and one in the sitting area); a safe; a mini-refrigerator; and two wardrobes. Our room was on the second floor in the corner, and had extensive windows (overlooking Bishopsgate and Liverpool Street), as well as vaulted (at least 20 feet) ceilings.

The hotel as a whole and the room in particular were very clean. There were absolutely no issues with cleanliness over the period of our one week stay.

We found our room to be fairly quiet, even with its location on the second floor. While I did hear some outside noise the first Friday night, every other night was very quiet. There is the occasional sound of street traffic and sirens, but these were not very noticeable.

The hotel and the rooms do have certain characteristics that might be awkward or unusual to visitors that are not expecting them. But, if you have read this and the other reviews, you should not be at all surprised and there should be no concerns. Additionally, once you are checked in, a hotel staff member should offer to show you the room and demonstrate its "unique" features. Take advantage of this.

Numerous reviewers comment on the greeting/check-in (the lack of a formal check-in desk). We really saw no issues with this. We were promptly greeted and assisted upon arrival. During high traffic times, it is easy to see how it could become difficult for the hotel staff to keep up with who arrived first. But, the Andaz seems to have responded by providing extra staff members.

To operate the lights in the room, you do have to insert your key card into an electronic device attached to the wall just inside the entry way. The room's main lighting controls (switches) are also located just inside the door. There are secondary controls in the sleeping area on each side of the bed. A peculiar annoyance, though, is that there are no lighting controls within the bathroom. The bathroom's lights are controlled by the room's main switches (just inside the entry). Peculiar and annoying, but you do get used to it.

We particularly liked the location of the hotel - immediately next door to Liverpool Street station. Within minutes of leaving the hotel you are able to pick up breakfast inside the station (at one of many choices) and then hop on to one of the major tube lines. Nearby (within quick walking distance) is the Old Spitalfields Market with several options for dinner.

One important note. If you plan to arrive before the check-in time, I highly recommend that you call to confirm availability with the hotel. After years of travelling in the US, we have never had an issue arriving early and obtaining a room. If you read the Andaz reviews, you will notice that several reviewers (including us) encountered this as an issue. In our case, our flight arrived earlier than expected, our bags were the first off the chute and our shuttle left within 30 minutes of arrival. As a result, we arrived at the hotel around 9:30 AM. The hotel had been booked the night before and the room initially assigned to us was not available, as the current guest had not checked out yet.

However, we worked with the hotel agent and he made arrangements to assign us to another room, which was vacant, but not ready. We were offered access to their gym and spa (to freshen up/change clothes) and they held our bags. We chose to wait for the room to be made ready. While we waited, we were provided drinks and cookies and the hotel agent came by frequently to give us updates, as it did take awhile for the room to be prepared. While we certainly would have preferred to have rolled straight in to the hotel and into our room, the reality is that we were there earlier than the posted check-in time, and we had not confirmed the availability before hand. We were quite pleased with the service we received during check-in, despite the delay in obtaining our room.

We did not eat at any of the restaurants, and so I can not offer any reviews here. We received our express check-out information and everything was exactly as it should have been. I always prefer to check out in person and was quickly and pleasantly assisted with this as well.

We chose this hotel in part because of its affiliation with Hyatt, which we prefer within the US. I was not sure what to expect based on the mix of previous reviews. The hotel easily met and exceeded our expecations. We really enjoyed our stay here and will easily stay here again in the future.

  • Stayed: July 2009, travelled with family
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1  Thank Cosmo-TX
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 21 July 2009

My initial review of the hotel was going to be average as I had a couple of issues but the hotel went above and beyond in trying to resolve them and make sure that my stay was a good one. I checked in early morning after a trans-Atlantic flight from New York and a room wasn't available. The hotel did give me access to the fitness club that actually had great private shower and changing rooms which was very welcome after my overnight flight.

As I was about to head out to my late morning meeting, I was offered a room that had become availabe although it was not on a high floor as I had initially requested in my reservation. Despite my better judgement, I decided to take the second floor room as it gave me a little time to at least unpack and download emails before leaving for the day. I came to regret that decision that night as there was quite a bit of both street noise (people yelling from the bars around Liverpool station) as well as interior noise from people getting in and out of the elevator (the room was two down from the elevator).

I asked to switch rooms the next day and the hotel did accomodate me despite being sold out. Unfortunately they moved me to a room where the air conditioning controls were broken and it was sweltering. I called the front desk and they said they'd have the engineers fix the room temperature through the central controls and to give it twenty minutes. After thirty minutes, it was still uncomfortabley hot so they sent an engineer to the room to work on the problem while I went to the gym for a work out.

I came back to the room an hour later and the room was relatively cool but the lights had stopped working. An engineer came up quickly to try to fix the problem and both he and the front desk was very apologetic (especially since this was my fourth or fifth call to the front desk). The engineer was obviously doing his best to help and he eventually fixed the problem after another fifteem minutes or so. Basically this more or less was a text book case of Murphy's Law but everything was eventually fine.

The hotel manager came and spoke to me personally the next day at check-out to apologize again and gave me her card and told me to contact her directly for my next stay in London and they'd be sure to take care of me. So good job overall on service recovery...

As for the hotel, the public spaces are great and the rooms are clean and modern. The bathrooms are probably the best feature of the room as they are oversized and well appointed. The location isn't my favorite but it is easy to get around since Liverpool tube and train station is right around the corner. Definitely ask for a room on a high floor though and away from the elevators.

  • Stayed: June 2009, travelled on business
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Thank USNFly
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 20 July 2009

The website looks amazing but the whole place is an absolute rip off. We paid £130 for one night in a pokey room that was no better than you would get at a Travelodge for alot cheaper. It's like they have put a funky facade on an old hotel but not bothered to improve what's beyond reception. It gets worse when we tried to eat something. I ordered a bowl of fruit for the room that i estimated to be around £6 but was charged £11 for 2 apples, 1 pear, 1 banana and some wrinkly grapes. I then ordered 2 sandwiches. Again, not being aware of the price i assumed these would be around £8 each, imagine how shocked i was to geta bill for £33.95 for two average sandwiches. £33 can you believe it? I just feel like such an idiot for not checking but would never have imagined in my wildest dreams that a hotel company would so blatantly rip people off. I assume this hotel (being in central business London) is preying on business people and tourists. I am ashamed that this practice is going on in our country. Tourists - stay away from this place. You can get much better quality and value for money elsewhere. London has some great hotels with excellent food and service at a reasonable price and this place should be avoided at all costs.

  • Stayed: July 2009, travelled as a couple
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6  Thank ZADLondon
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 19 July 2009

This hotel has great weekend rates and looks gorgeous so we booked here in spite of it being a bit far from the action.

The building itself is really quite beautiful and they have done a very nice job with the renovation. As noted, check in is a bit chaotic. They were not all that busy when we arrived so we did not have an issues and were even offered a drink while checking in. Check out was difficult ans there really was no line and the staff really had their hands full trying to figure out who was next. What is so wrong with a traditional front desk? Also, as noted, no real bell staff that I could see.

The elevators are a bit slow but once upstairs I was really happy that I chose this hotel. It is all done in a very modern style without being cold. The beds were great and large. The iPod dock was a nice touch. There is a small refrigerator built into the wall holding complementary water, fruit juices and snacks. Better yet, there was space in there for some cheese and salad which I bought at the M&S across the street. I want the bath for my house. Good strong air conditioning - important as the big window in my room overlooked a noisy street so I could not open at night. With all closed, the room was very quiet.

We did not use any of the restaurants and the bar looked a bit trendy for my taste so I ordered a few beers from room service one night. The prices were reasonable and the service very quick.

Service overall was good. A lot of issues seem to come from the odd check in/check out process.

The hotel is close to the Tower and Tower Bridge but really more suited for business. You can get to livelier areas using the tube located under the hotel. Having all of the shops at Liverpool Street Station around the corner is very handy. The rest of the area is fairly quite on the weekends.

The hotel is very expensive weekdays. If you can navigate the odd lobby processes and don't mind staying in the City, this is a good place for a weekend stay.

  • Stayed: April 2009, travelled with friends
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1  Thank KR-ORD
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 15 July 2009

We arrived fairly hot & bothered after a long car journey to eventually find the unremarkable entrance. There was no doorman, so no help with luggage. The check in arrangements are shambolic. The staff have no I.D. just hand held computers which they say help them give you a personal service. This may be true if you are the only person there, but its rubbish when there are several groups waiting to check in. There is no semblance of a queue so you sit, and sit. When we were checking out there was one poor woman who had been waiting for an hour and a half and still couldn't get into her room.
We had a complaint about our restaurant bill-it took an age to find someone who was willing to take some responsibility. She said she was the guest services manager and that she would pass our problem to the day staff. Guess what happened next morning?
No one had the faintest idea what we were talking about.
Check out time-again a huge wait then an £80 "unknown" amount on our bill. Again no manager to be found and when he eventually appeared his idea of dealing with our complaint was-to give us a comments form.
They also want to charge you £30 per day for valet parking when it is possible to park on street all week end for £2.00 (Go to Finsbury Circus, about 5 mins walk)
Oh, and the shower leaked!

Stayed: July 2009, travelled with family
Thank theoldbeeman
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Andaz London Liverpool Street

Address: 40 Liverpool Street, London EC2M 7QN, England
Phone Number:
Region: United Kingdom > England > London > City of London
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:
#32 Family Hotel in London
#46 Romantic Hotel in London
#59 Business Hotel in London
#108 Luxury Hotel in London
Price Range: £177 - £401 (Based on Average Rates for a Standard Room)
Hotel Class:5 star — Andaz London Liverpool Street 5*
Number of rooms: 267
Official Description (provided by the hotel):
Uncover the first of Hyatt's Andaz brand, and redefine your personal style at Andaz Liverpool Street. Located in the heart of the city, this London 5-star luxury hotel provides the perfect location for both business and leisure. One of the original London railway hotels, formerly opened as the Great Eastern, the Andaz is housed in a beautiful redbrick Victorian building dating back to 1884. Once inside, it transforms into a 21st century masterpiece, with 267 beautifully appointed modern guest rooms. Walking through the doors of the only Liverpool Street hotel, you are immediately greeted by an Andaz Host and invited to relax in the Andaz Lounge. Sip a complimentary beverage while the check-in comes to you via handheld iPads. Internet access, local landline phone calls and non-alcoholic mini-bar are provided complimentary for all our guests throughout their stay. Andaz Liverpool Street is included in 2013's Conde Nast Traveller Gold List. ... more   less 
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Also Known As:
Andaz Liverpool Street Hotel London
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