Thistle Selfridge, London

My Husband and I stayed here for the weekend (13-15th July 2007), we purchased a theatre package online and this was the hotel chosen for us.


ON ARRIVAL:

Upon arrival at the hotel, it looked very grand from the street and was attached to Selfridges. A top-hatted doorman opened the door for us, and wished us good afternoon. Once we entered the hotel, the welcome stopped there really. Wanting to check in, we approached ...
...told politely by him where the reception desk was.


CHECKING IN:

I can confidently say that all the staff manning reception were extremely unqualified in customer service - although I must point out that there were two European girls working at times and they were excellent, showing the English up!

We were asked for our credit card for a £75.00 retainer on the room (although I don't know why as ... more

My Husband and I stayed here for the weekend (13-15th July 2007), we purchased a theatre package online and this was the hotel chosen for us.

ON ARRIVAL:

Upon arrival at the hotel, it looked very grand from the street and was attached to Selfridges. A top-hatted doorman opened the door for us, and wished us good afternoon. Once we entered the hotel, the welcome stopped there really. Wanting to check in, we approached what turned out to be the concierge's desk and were told politely by him where the reception desk was.

CHECKING IN:

I can confidently say that all the staff manning reception were extremely unqualified in customer service - although I must point out that there were two European girls working at times and they were excellent, showing the English up!

We were asked for our credit card for a £75.00 retainer on the room (although I don't know why as there was no mini-bar or anything else of value we could have destroyed or nicked in the room). This retainer was also not explained very well, we were simply asked for our card and the money was taken off so it's a good job I am outspoken enough to ask why they were doing this (not all of us get to stay in hotels every week so the hotel really should explain things on-the-fly).

The receptionist was badly organised, and seemed to have no power of correct speech for serving customers (he used slang words and turned his back on us frequently whilst talking to his colleague instead).

THE ROOM:

My Husband chose a smoking room (don't ask, we both smoke but I personally would never choose a smoking room!), and we were allocated one on the third floor. Nobody escorted us to our room or asked if we needed any help with our bags, but we were shown where the lifts were by way of the pointing finger of the receptionist at least.

The room was badly in need of a good scrub and refurbishment. These rooms go for £100+ a night and I personally thought for a four star hotel it was disgraceful. There were more than a few missing pieces of wallpaper torn off and the air conditioning was provided by way of a free-standing unit that hung out the window meaning the window cannot be closed and secured- and don't try to switch it off once you leave your room as it will magically be in full flow upon your return! Window mysteriously;y opens itself too.

As we were staying two nights, we left our 'please clean room' light on, and I'm pleased to say that someone did actually come into the room that day, but sadly they didn't clean. All that happened was our bed was remade using the same linen and a new bar of soap was left.

The bathroom was acceptable, if a little dated, but the bath was stained and a little mouldy. There was plenty of hot water though and all the fittings worked (including a handy hair-dryer on the wall).

AMENITIES:

In the room we were provided with tea/coffee making facilities with supplies (when these ran out I asked the concierge for more which were brought up quickly and free of charge), the expected mini toiletries, a tv, a digital safe and a telephone.

There was no ironing facility provided in our room so I rang reception to request a board and iron. I requested this 3 hours prior to my needing it just in case it was forgotten. These did not materialise after 2 hours so I went in search of a member of the housekeeping staff (none of which speak English), but after a bit of the old handy sign language I managed to procure a set. Needless to say, upon my return from my outing there were several sets of irons and boards in the room!

OVERALL:

I wouldn't stay in this hotel again, the room smelled musty and I didn't feel like it was clean. The reception staff really should be trained in customer service. We did have breakfast in our room at a cost of £5.00 (as our board was B&B anyway) and this was quite good. 

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