Strandpalacehotel Reviews

Poor Customer Service and Flexibility

Five days before my visit to this hotel I was contacted by the NHS to say I had been in contact with someone with COVID I was advised to home test for 6 days although I didn t need to isolate as I have been vaccinated As I would still be testing during my visit to The Strand Palace Hotel I rang reservations and asked if I could postpone my visit for a week or so because of the situation I found myself in I was told that I had to give 8 days notice and if I cancelled at this stage I would lose my money I could have travelled to the hotel and continued testing whilst there but thought this would be irresponsible and therefore lost all my money I personally think this is poor customer service I was not asking for a refund just a postponement In these current times I think flexibility is important

If I could give zero I would

If I could give zero I would I booked afternoon cream tea for my friends special anniversary They received confirmation of the booking at Haxells Strand Palace Hotel They went at time of booking and were told this is not available and no booking should have been taken by Book A Table My friends and I were all very disappointed I just tried a mock booking which it allowed again Very poor

The worst 4 star hotel I have ever

The worst 4 star hotel I have ever stayed in I booked this hotel so that I can have a nice and quiet birthday weekend a treat for myself But the stress the staff caused for those 2 nights was so unbelievable Room 353 with unforgettable experience Day 1 - cool air was blowing even though I set the temperature to 27 degrees on the control I went out and when I came back to the room it was very cold Called reception - phone rang for 20 minutes until I personally went downstairs wearing my indoor slippers Then the maintenance guy came along gave some explanations like the temperature on the outside wall was set to cooling because the previous guest wanted it to be like that Really Do I know the previous guest And why is there a temperature control panel on room wall Day 2 - By the way there is no door for the shower room meaning no door between the room and the shower toilet So I had a shower and wow the water just flowed from the shower base onto the floor and soaked up part of the carpet in the room remember no door in the shower room Plus the water from the sink was overflowing too I put the towel I used on the floor to block all that water flowing towards the room floor carpet So I complained about that to the female Duty Manager who was at the reception I went out and return back to the room around 1pm to pick up something and the room was not cleaned And I thought since there are so many rooms on each floor of the hotel perhaps the cleaner has not been to my room 353 yet And there was a bottle of red wine left in my room I thought that was a nice gesture I went back to the room before having my dinner and by now it was 6pm and the room was in the same state nothing was cleaned but there was a Thank You card to thank me for going green I complained again to the reception and the male receptionist informed me that I had selected to Go Green when I made the reservation But it was a telephone reservation so I was puzzled how I could have selected a Go Green booking Anyway the receptionist promised to arrange their house-keeping to put new towels in that famous room 353 After dinner now it s 10 30pm I went back to that room and I simply couldn t believe my eyes the state of that room plus no clean towels either I rang the reception AGAIN and AGAIN no answer so I did that exercise of going downstairs to talk to them aah the Duty Manager a male assured me that house-keeping must have put the clean towels in my room as we spoke I went back and guess what no clean towels called the reception again and this time the same Duty Manager came with a couple of clean towels and he HIMSELF picked the dirty ones from the floor in the shower room Day 3 - checking out day and my birthday Since the room was not cleaned and no new shower cap to wear so I used the used one from the previous day The shower has this fancy switch button so when I turned it on WOW THERE WAS A GUSH OF WATER EVERYWHERE and well THE SHOWER HEAD WAS MISSING 4 star service really Then once again I had to do that calling the reception exercise and once again no answer There I was wrapped in towel with a used shower cap and finally the maintenance guy a different one came with a brand new boxed shower head fitted it and told me MAYBE THE OTHER ONE FORGOT TO FIT THE SHOWER HEAD When I checked out Ahmed the receptionist briefed me that That s why it s very important to call the reception to report incidents immediately Perhaps I didn t know how to dial 0 Strand Palace Hotel never again

We recently stayed here paying over

We recently stayed here paying over 250 for a room which was dirty Hair on bathroom walls pubic hair on the floorHave sent several email now and no response its an utter disgrace

Would not recommend

Would not recommend Avoid We booked this hotel last minute as the hotel we originally booked had a customer with Covid so they could not release our room on time and were fully booked The alternative they offered us was too far from the place we had planned to watch a show that evening So we ended up booking the Strand Palace The room are ok but very aged and not well cleaned I found black curly hair entangled in the shower cord which really put me off The overall cleanliness of the hotel is not that of a top end hotel The worst of our experience was around customer service After we checked out I realised I forgot a brand new pair of sandals in the room I realised my mistake a couple of hours later called the reception who said they would send someone to check They never called back so we called back over 4 or 5 times before being put to security who said we needed to send an email with our details which we did and did not hear back we called again and they said housekeeping was not back from their shift we called again they said someone had checked in the room so they could not check we call the next day and the day after No one came back to us All we wanted was confirmation as to whether they had found them I called a final time and spoke to someone called Ryan who was really helpful and said as the booking was under my partner name they could not release the information even though he had himself called and messaged several times We tried one last time via email upon his advice and finally received an email from security saying you would have guessed that they did not found the shoes in the room This was 5 days after we had checked out It was an awful experience which left me a very bitter taste and I will never book this hotel again

Appalling Customer Focus and Money Grabbing attitude

I booked to stay at the Strand Palace 23 and 24 March 2023 and paid 357 66 up front as part of a Black Friday deal under Reference 1799307 but my partner has been recently hospitalised and is likely to be in hospital throughout March I explained all of this to the hotel and asked that my booking be shifted to later in the year when my partner hopefully would have recovered and been able to enjoy her stay in London The first thing the hotel said was they would charge 30 admin which is understandable but they also said it would cost another 135 on top as they would not honour the original deal they offered I told them that I was not in a position to afford the extra cost and that it was appalling customer focus to try and take advantage of such a situation and therefore asked for a full refund The hotel has now refused to refund Absolute money grabbers Zero customer empathy This is the first time that I have had dealings with this hotel and it will be the last

Staff is stealing from the rooms

Staff is stealing from the rooms I have stayed at SO many hotels and have never before tried that things disappeared from my hotel room I reported it and they never got back to me - I asked them again the following day and all they could say was that they had asked the cleaning staff and funny enough they did not admit to stealing No excuse received from the hotel after it happened I went to trustpilot and can see that this is not the first time it happens at this hotel - do not book this hotel

Dead vermin - your view from the window

The exterior looks nice And the reception But the exterior is filthy If you are unlucky enough to have a room overlooking the inner courtyard your view will be netting replete with dead pigeon hanging prostate its scrawny head dangling earthwards The corpse is joined by bread and other assorted disgusting deritus is this the most disgusting thing No that ll be the rudeness of the response to a bill query Avoid this dump

Ripped off on arrival

All seemed fine when booking but upon check in we was asked to pay another 72 as a deposit dont why as this was not explained but did so thinking we would get this back After paying this by card I was asked if I wanted breakfast next day which we did so then they made another charge of 36 to my card Sunday before check out we had breakfast again and expected to pay for this via the deposit of 72 expecting to be re credited with balance of deposit 36 but NO It has been a over a week since our stay and despite several emails to non helpful staff they declined to credit my bank account with the remaining 36 from deposit Communication is very poor at the hotel and some staff members do not speak very good English We visit London 6 times a year and having been continuously let down by bad hotels ruining our stays we thought we had found a hotel we could rely on for further trips but guess we will have to keep looking I know 72 is not a lot of money but if they are doing this to other guests that adds up to a small fortune so I guess to avoid this hassle for yourselves pay the deposit if you wish but keep a track on your spending there or you will probably get ripped off like us The equation I gave them was I paid 72 deposit on arrival I was then charged 36 for tomorrow s breakfast total 108 we had breakfast on Sunday 36 that needed to be debited from the deposit which to my mind leaves a total of 72 to come back to me Even I sent a screenshot of my account showing all debits they still cannot understand that they cannot add up So will not being staying there again