St. Pancras Renaissance by Marriott Hotel London

Superb

Extremely disappointed, although I am...

Liked: The hotel is close to the tube station, and the breakfast area was nicely designed.
Disliked: The staff was exceptionally impolite, especially the male at the reception when we arrivedThe person at the reception was extremely unhelpful and rude.The hotel was not expecting us, i.e. there was no third bed for my 12 year old daughter. They initially wanted to charge us extra for the third bed, although it was already paid.The manager was not available despite our repeated requestsThe room was practically without windows and without natural light. Small windows overlooking a storage area.The bed was not king size but queen size One of the closets next to the bed was unlocked and very noisy ventilation systems were exposed. We had to call maintenance to make sure that the stay was safe, despite the noise which prevented us from sleeping.

The stay was disappointing I...

Liked: I booked a stay at what is billed as a five‑star hotel in St Pancras, London, expecting a high standard of service—which was entirely unmet.•Check‑in chaos: Staff initially could not locate our booking and insisted it must have been made under a different name. Despite showing our confirmation on my phone, we were left waiting for 30 minutes before being checked in. Only one reception team member attempted to help; the others were dismissive and unprofessional.•Room service delay: After being told food would arrive in about 15 minutes, it took over an hour. My repeated calls went unanswered, forcing me to visit reception in person.•Hygiene concerns: On returning late from a wedding, I saw mice in the lobby. When I reported this, the staff member questioned whether I was even a hotel guest until I showed my room key—and remained rude even then.•Breakfast errors: Tables weren’t cleared promptly, and despite clearly asking for no ham, I was served a ham and tomato omelette. This had to be corrected, delaying my meal an extra 15 minutes.•Access issue and hostility: I invited friends and showed them communal stairs which I understood were for hotel residents. A staff member, Antonio, harshly told me it was private and accused me of wanting to rent the entire hotel. When I explained, he became argumentative rather than apologetic.•Manager response: I asked to speak to the manager. He was confrontational and unhelpful, offering no compensation. Only after I took a photo of his badge and threatened to complain did he take me seriously—and Antonio was then sent to speak to us, but still defended his attitude.•Bottom line: This was by far the worst experience I’ve had in a five‑star hotel in London. I strongly advise avoiding this property until service standards are drastically improved.
Disliked: I booked a stay at what is billed as a five‑star hotel in St Pancras, London, expecting a high standard of service—which was entirely unmet.•Check‑in chaos: Staff initially could not locate our booking and insisted it must have been made under a different name. Despite showing our confirmation on my phone, we were left waiting for 30 minutes before being checked in. Only one reception team member attempted to help; the others were dismissive and unprofessional.•Room service delay: After being told food would arrive in about 15 minutes, it took over an hour. My repeated calls went unanswered, forcing me to visit reception in person.•Hygiene concerns: On returning late from a wedding, I saw mice in the lobby. When I reported this, the staff member questioned whether I was even a hotel guest until I showed my room key—and remained rude even then.•Breakfast errors: Tables weren’t cleared promptly, and despite clearly asking for no ham, I was served a ham and tomato omelette. This had to be corrected, delaying my meal an extra 15 minutes.•Access issue and hostility: I invited friends and showed them communal stairs which I understood were for hotel residents. A staff member, Antonio, harshly told me it was private and accused me of wanting to rent the entire hotel. When I explained, he became argumentative rather than apologetic.•Manager response: I asked to speak to the manager. He was confrontational and unhelpful, offering no compensation. Only after I took a photo of his badge and threatened to complain did he take me seriously—and Antonio was then sent to speak to us, but still defended his attitude.•Bottom line: This was by far the worst experience I’ve had in a five‑star hotel in London. I strongly advise avoiding this property until service standards are drastically improved.

Apart from check-in , a...

Liked: The venue and room were excellent and the restaurant was also good.
Disliked: Check-in was slow, complicated and not very well organised. We checked in early, left our bags and came back for our key. It was ready but the staff were unavailable or inattentive (one had a computer problem and fiddled with that rather than paying any attention to us).

Superb

Liked: Bed was really comfortable, location was fantastic. Rooms were quiet and well-designed.
Disliked: Pricey.

Awful

Liked: Nothing
Disliked: Dirty linen Dirty towels Stuffy room Rude staff Waited hours to check into room

Exceptional

Liked: Everything
Disliked: Nothing

Beautiful location and building but...

Liked: The rooms and setting are beautiful (we always stay in the older wing of the hotel) and the bar has a good menu and the restaurants are very convenient.
Disliked: Check in was extremely slow in a very hot atrium and we didn't find the staff particularly helpful at all. I also haven't found them of any assistance with lost property. It had deteriorated in that sense since our last stay.

Poor