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“"Disappointing afternoon tea"”
2 of 5 bubbles Review of Icon Hotel Luton

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Icon Hotel Luton
Ranked #4 of 25 Hotels in Luton
Certificate of Excellence
Level Contributor
10 reviews
common_n_hotel_reviews_1bd8 5 helpful votes
“"Disappointing afternoon tea"”
2 of 5 bubbles Reviewed 14 July 2014

I went with four friends for afternoon tea. We were all really looking forward to it but we came away very disappointed.
Firstly we were shown to a really uninspiring room away from the lounge area with no-one else in it. We asked to go back to the lounge as that room was definitely lacking in atmosphere. It was like a corporate meeting room.
We sat in the lounge and were asked if we wanted the food straightaway. We said yes and the waitress disappeared. We weren't offered any drinks. About 20 minutes later the food arrived then drinks were offered. Did we know what we wanted? Three of us wanted the Mad Hatters option - a cocktail in a tea pot so the waitress brought over the cocktail menu and vanished for another 10-15 minutes. Eventually we ordered three Bellinis. They are supposed to arrive in a teapot but they arrived in glasses. When we asked about the teapot we got an apology but nothing else.
The sandwiches were ok, too many cheese and ham which weren't even on the menu. The scones were the high point. The cakes were a bit disappointing and not very dainty. The chocolate cake were in massive slabs and what looked like a date and walnut cake was a dry fruitcake and the fruit had sunk to the bottom. The lemon cake was half icing and half cake. The "Homemade Cakes With sweet berries" consisted of a strawberry cut in half on the top of each cake stand.
The service was so slow it was really non-existent. One of us had to go up and ask for forks for the cake and to order some more drinks. A glass of water arrived in a pint glass.
We asked for three mojitos and it was served in a Pimms jug by a different waitress. When we asked about the teapot this waitress said they always served it in a Pimms jug. When we said that this wasn't what was advertised she clearly didn't have a clue about it and seemed bemused.
The mojito was tasteless with the mint just floating on the top. It tasted like iced soda water. She clearly didn't know how to make a mojito.
Another friend asked for more tea and another cup as one had cold tea in it. She was given a cappucino cup instead of a teacup.
As there were only one or two tables dining and no-one else was having afternoon tea the staff were hardly stretched. They just didn't seem to care about their customers.

  • Stayed July 2014, travelled with friends
    • Service
Helpful?
Thank Sharon W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Bernadett_Teglas, Reservation agent at Icon Hotel Luton, responded to this review, 18 July 2014
Dear Sharon W,

Thank you for taking the time to share your feedback and I am sorry to read that your recent visit did not meet the usually high standards that we pride ourselves on providing.

We offer no excuses for letting you down and are genuinely saddened to read about your experience. Please accept our most sincere apologies.
Our Afternoon Teas are incredibly popular and we always take great pride in our service however we clearly failed you on this occasion.
I appreciate your comments about not wishing to return but please let me pass on your contact details to our Food & Beverage Manager – Rob Waskett – who will get in touch with you, as he would very much appreciate discussing your visit with you personally as he wishes to restore your faith in our hotel and services.
Kind regards,
Bernadett Teglas
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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576 reviews from our community

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Rating summary
  • Sleep Quality
    4.5 of 5 bubbles
  • Location
    4 of 5 bubbles
  • Rooms
    4.5 of 5 bubbles
  • Service
    4.5 of 5 bubbles
  • Value
    4.5 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
Traveller tips help you choose the right room.   Room tips (75)
Date | Rating
  • English first
  • French first
  • German first
  • Italian first
  • Russian first
  • Spanish first
  • Any
English first
Level Contributor
5 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 7 helpful votes
5 of 5 bubbles Reviewed 14 July 2014 via mobile

Stayed here July 12th with a friend and two family members. Considering this wasn't the original hotel we booked. Due to over booking with our first choice we were relocated to the Icon Hotel. And I must say I'm glad we were relocated. The staff at the Icon were more than accommodating and friendly. Considering it was my birthday weekend and they already had a 50th party the same night this didn't stop us from having a good time. Rob the food and beverage manager couldn't have done enough for us, assisting me with some room problems which eventually turned out to be a card error rather than a door issue. Michael the Ops manager was also extremely polite and accommodating, Darly (covering night porter) was also very friendly and polite! All staff mentioned took the time to socialize, ensure we were all having a good time and even spent some time with us celebrating my birthday after their shift. Usually at other hotels you would never get this kind of reception or the time. The room and breakfast were fantastic with a few more amenities you wouldn't expect. Considering the hotel is located just off the main road, all the room are exceptionally quiet! The morning team were exceptionally friendly and helpful, all in all a fantastic experience! I would recommend staying here to family and friends. Once again thank you everyone whom work on July 12 and July 13th.

Stayed July 2014
Helpful?
2 Thank Danny B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Worcestershire
Level Contributor
38 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 16 helpful votes
4 of 5 bubbles Reviewed 13 July 2014

We stayed here to celebrate a friend's birthday. The hotel is beautifully decorated with sophisticated Italian flair. The function was held in the very welcoming bar. The staff were very friendly and courteous. The buffet food was delicious and plentiful.

Our bedroom was nicely appointed, sumptuously decorated and spotlessly clean with a very big comfy bed. There were a couple of ceiling lights in our bedroom that didn't work, and another one in the bathroom that didn't work. This made the room rather dark when getting ready for an evening out. Unfortunately the air conditioning unit in our bedroom had a low fan noise going on all night (it couldn't be switched off) so there was some interruption to sleep. As we were only there for one evening it didn't seem worth the trouble of getting reception to replace the bulbs or move us to another room with a quieter air-con unit. But I do hope this will be picked up by housekeeping.

The only negative point is that the hotel car park is rather small. So, unless you get there early you either have to park on the road (which didn't feel very safe to me) or there is a multi-storey car park almost opposite the hotel - currently costs about £6 for 4 hours. It also closes at midnight until 6.30am so you need to bear that in mind if you need to leave between those times (or get anything from the car). The information booklet in the room says the Icon hotel has an arrangement with Britannia Car Parks (who run the multi-storey car park) but the reception staff knew nothing about any preferential rates for Icon guests. A couple of advertisements in the lift advertised a drinks promotion. We took advantage of the offer and ordered the drinks that were on promotion, but we were then charged full rate as the offer had expired quite some time ago! We noticed the promotional poster was still displayed in the lift the next morning though.

We didn't have breakfast as we preferred to have a lie-in in the really comfy bed instead.
Check out was nice and cheerful. Overall a really nice stay.

Room Tip: Tiny car park so get there early.
See more room tips
  • Stayed July 2014, travelled with friends
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank MedusaAlli
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Bernadett_Teglas, Reservations agent at Icon Hotel Luton, responded to this review, 25 July 2014
Dear MedusaAlli

Thank you for taking the time to share you feedback.
The issues that you mention are certainly not exemplary of the standards we are renowned for and I will be sure to personally follow these up with the relevant Managers for immediate action.
I am pleased to see despite the mentioned matters that you enjoyed your stay with us. I would like to take this opportunity to let you know that we are currently looking at various extended parking options which I hope you will find more convenient on your return.
I look forward to have the pleasure of welcoming you back soon.

Kind regards,
Bernadett Teglas
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Mumbai (Bombay), India
Level Contributor
56 reviews
46 hotel reviews
common_n_hotel_reviews_1bd8 48 helpful votes
4 of 5 bubbles Reviewed 12 July 2014

The Icon Hotel is located just 2 miles (3.2 kms) from Luton airport, which is about 5 minutes’ drive by car. It is located right next to the center of Luton, which is the Town Center. Options for doing your shopping in the Luton Mall, dining out in any of the innumerable restaurants or taking a train or bus to London are all available about a kilometer from the hotel.

The reception is efficient, bright and has the bar and dining area next to it. The check in was prompt. Rob Waskett and Michael at the Reception require special mention for their proficiency at work and efficiency.

Nowadays, you get MUCH BETTER deals by talking directly to the Hotel than going through any popular hotel booking website like Booking.com. This hotel encourages this as well.

The rooms are standard size as in other hotels in Luton, which is not too large for an international traveller. The bed is large enough and comfortable for a good rest and sleep. A TV with about 40 channels, a water boiling pot with accessories to make tea/coffee/chocolate, intercom and electric iron with stand are some of the electrical accessories provided. Wi Fi is free in the room as well as all areas of the hotel and the strength was good.

The washroom is large enough with a shower area and adequate towels and lighting. An anti-skid mat that is provided is helpful.

The breakfast here is charged at GBP 10 when you do the booking. If you do not want breakfast to be included, the rate comes down by GBP 10.In case you prefer to have breakfast elsewhere, there are many options in the vicinity within walking distance.

The restaurant and bar are collocated. The restaurant serves all three meals at reasonable rates.

There is a basic gym with adequate equipment, the password for entering which is to be taken from the reception. There is a lounge and reading area provided with a large screen TV and books . Also, a washing machine and dryer provided in the 2nd floor is most helpful for those who have an extended stay in the hotel to do their laundry themselves.

The staffs are warm, cordial and efficient.

A great hotel to stay in Luton both for short and long duration.

  • Stayed July 2014, travelled on business
    • Sleep Quality
    • Cleanliness
    • Service
Helpful?
1 Thank prjayachandran
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Bernadett_Teglas, Reservation agent at Icon Hotel Luton, responded to this review, 16 July 2014
Dear prjayachandran,

I am pleased to see our personalised customer service and accommodation facilities met your expectations.
As you say, we offer special discounted rates, please get in touch on reservations@iconhotelluton.com for the best deals!

Thank you for taking the time to leave a detailed review about the Icon Hotel, I hope we can welcome you back soon!

Kind regards,
Bernadett Teglas
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Luton, United Kingdom
Level Contributor
20 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 18 helpful votes
5 of 5 bubbles Reviewed 8 July 2014

My wife and I stayed there on our wedding night, it was amazing. When we pulled up in the taxi and saw the location we were a bit dubious but as soon as you walk through the doors you can see just how classy a hotel it is. The reception area and bar looked fantastic and our rooms looked amazing, its not cheap to drink there but again for a classy hotel like that it is to be expected.

We had breakfast brought up to us in the morning and it was fantastic!!!

If my wife and I could afford to stay there again we would

  • Stayed October 2013, travelled as a couple
    • Location
    • Rooms
    • Service
Helpful?
1 Thank Ben B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Bernadett_Teglas, Reservation agent at Icon Hotel Luton, responded to this review, 9 July 2014
Dear Ben B,

Firstly, many congratulations on your wedding and thank you for choosing the Icon to celebrate this marvellous occasion.

I am delighted that you were well looked after and we met your high expectations
on your very special day.

Thank you for taking the time to post a review and for your kind words.

As our wedding gift to you both, we are pleased to offer you a complimentary
overnight stay with breakfast.

Please contact me direct on reservations@iconhotelluton.com to arrange this at a time to suit you.

Bernadett Teglas
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Zurich, Switzerland
Level Contributor
33 reviews
26 hotel reviews
common_n_hotel_reviews_1bd8 24 helpful votes
3 of 5 bubbles Reviewed 8 July 2014

Must say the staff is very nice and accomodating,both in restaurant and reception. Food is so-so..rooms are clean and as many times in UK on the small side, but for one nigth or two, its ok. free wifi. No possiblity to open windows in room, whihc always freaks me out, just AC..

Luton itself is not the most exiting place- thus the stay gets a bit dull, possibility to utilize the SPA and Health club down the road for a 12 pound fee, at least gives you something to do in the evenings.

Room Tip: not sure, all seams to be "the same"
See more room tips
  • Stayed June 2014, travelled on business
    • Location
    • Rooms
    • Service
Helpful?
Thank Asakatrin
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Bernadett_Teglas, Reservations agent at Icon Hotel Luton, responded to this review, 25 July 2014
Dear Asakatrin,

Thank you for choosing to stay with us at the Icon Hotel on your recent visit to Luton. Please let me bring to your attention our different room types, where you can choose from Classic or Executive rooms to Deluxe Family bedrooms, which are larger in size. We take great pride in our product and services and hope that we may be able to welcome you back to the hotel in the near future.

Bernadett Teglas
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Crowland, United Kingdom
Level Contributor
16 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 38 helpful votes
4 of 5 bubbles Reviewed 3 July 2014

This hotel is beautifully decorated, staff are friendly and helpful. Breakfast had a reasonable choice and was freshly cooked. If you want somewhere to stay in town this is it - easy access to everything.

  • Stayed August 2013, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank TessInBeds
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Bernadett_Teglas, Reservations agent at Icon Hotel Luton, responded to this review, 25 July 2014
Dear TessInBeds

Thank you for your review, your recommendation is very much appreciated. It is great to read that you had a pleasant stay and had the opportunity to experience our breakfast buffet. I hope we can welcome you back again soon.

Kind regards,
Bernadett Teglas
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 Icon Hotel Luton

Property: Icon Hotel Luton
Address: 15 Stuart Street, Luton LU1 2SA, England
Region: United Kingdom > England > Bedfordshire > Luton
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Suites Wheelchair access
Hotel Style:
Ranked #4 of 25 Hotels in Luton
Price Range (Based on Average Rates): £
Hotel Class:3 star — Icon Hotel Luton 3*
Number of rooms: 60
Official Description (provided by the hotel):
Individually selected by the AA to feature in the guide 'Britain's Best Hotels 2012 - Perfect Places to Stay' and winner of a Trip Advisor Certificate of Excellence in 2012, 2013 and 2014.Luxurious comfort awaits you at our boutique hotel in central Luton dedicated to providing you with impeccable service and accommodation. Our rooms are uniquely styled to provide you with a mix of luxury and practicality to ensure you a great night's sleep where all your needs will be catered for. At the Icon Hotel Luton, near London Luton Airport, you not only stay at our stylish urban retreat but all of your individual requirements are met. ... more   less 
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