Disappointing stay

Liked: Size of suite is great.
Disliked: This has always been our go to hotel when visiting London. Usually super. After many change of ownership, this has to be the worst stay we have experienced. The rooms are in desperate need of an upgrade. The staff were not friendly as usual and not helpful. Service was slow. There was a problem with the water pipes above our room, which the staff were aware of, however, couldn't move us and did nothing to solve the problem, resulting in 3 nights of no sleep . Lack of toiletries, poor breakfast service with reduced choice and curtains off hooks. On a plus, the location is great and room size ample, with easy parking.

disappointing

Liked: room, staff at breakfast,
Disliked: night staff were rude and unprofessional

Pleasant

Great venue, would recommend but...

Liked: Breakfast was very good plenty of choice. Hotel location has easy access to city centre through bus and subway .
Disliked: Some of the staff seem not to be trained correctly or just make it up as they go along which was quite annoying at times . 3 examples come to mind . 1. When we asked what time does the pool close for kids @ reception and we were told 6pm , we arrived at 4.50 and were told at the pool no point in going in with kids as it’s closed in 10min . When we told the lady that reception told us 6pm got a sharp reply saying well reception were wrong it’s 5pm. 2. Went to reception to ask concierge about booking tips and events in the city , the girl in reception said that the concierge is out front and she will get him , she walked out but came back 5 minutes later and said he’s busy but give me your room number and he will call you within the next half hour. Needless to say that call never happened and we just booked everything ourselves. 3. At breakfast asked for tea , the tea came out cold it was never even heated . When I told a member of staff they just took it away and came back with another 1 later . When we were checking out another customer was arguing about a taxi he ordered for this morning from concierge failed to come as it was booked under a different name . Being a frequent traveler in 5 star hotels I found some of the staff not up to 5 star standard which was disappointing.

Would not return.

Liked: The location was perfect for the reason we visited Chelsea.
Disliked: The reception staff were not so informative or interactive. No mention of check out time, no mention of bar location times/etc. Here's your room key and that's it. Very disappointed.No mention of a deposit taken on arrival when booking. £100 deposit seems a bit excessive.

Style over substance

Liked: Great location for trains, water taxi etc. The beds were really comfortable, and bathroom was good
Disliked: No view - building site for the design centre - for £500/night withiur breakfast ...... can not open the windows, air con poor, lights at the design centre remained on all night

Beautiful hotel but shame about...

Liked: Beautiful location
Disliked: The bed was really noisy and very uncomfortable.Also there was a ticking noise coming from the room all night which was really annoying. The phone in the room wouldn’t connect so couldn’t inform reception.

Superb

A bit disappointed

Liked: The room and location were great, and the staff were lovely.
Disliked: The room and location were great, however when we arrived we were told we could book in at 3pm.We left our luggage and went off for our tour of Stamford Bridge Stadium.On our return at 7pm we were told our room still wasn’t available and we had to wait until after 8pm.Not exactly what you would expect after paying so much for an overnight stay in a 5 star Hotel and we had been travelling from early so this was extremely inconvenient