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Distance to city centre
Distance to airport
|"Very helpful and friendly staff."||(in 71 reviews)|
|"The room was great."||(in 45 reviews)|
|"this hotel is amazing!"||(in 46 reviews)|
|"Room was not ready till 5:30pm"||(in 35 reviews)|
|"Customer service out of this world."||(in 9 reviews)|
|"1 room didn’t have coffee facilities"||(in 36 reviews)|
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Over charger $2k with a forced apology
Worst Management and Staff Ever
The location in Leicester Square was very nice, and the hotel seemed to be a popular place to visit.
I received the worst treatment possible from the managerial staff. Firstly, even though they had my reservation, which was made and confirmed a month and a half in advance, they decided that they didn't have any room available for me to stay in when I arrived to check in. I found this to be very unprofessional since they could have called me or emailed me prior to my arrival at the hotel to give me a forewarning so that I could plan ahead as well. The situation was worsened by the staff then relaying this information to me in a very condescending manner in which they had the very unapologetic tone of "take it or leave it". Secondly, they decided that a fair way to "compensate" me would be by reserving a room in another hotel on my behalf, without any input from me regarding choice, and then giving me a ride to this new hotel. I specifically chose the W for my stay and did not choose the other hotel when making my initial plans. So, the manager felt he could take the payment for the room at the W, decide that they no longer have a room at the W, then deny me the choice of an alternative hotel, and all without the option of a refund. They said they were compensating me, but I feel that they cheated me greatly. It was terrible customer service. Eventually, I had no choice but to take their offer of staying at the other property, which I didn't want to stay in, since they were not going to make any room available for me at the W for the night. Truthfully, I feel there were a bunch of racial undertones and biases based on the unprofessional, condescending, unempathetic, and unapologetic tone of the manager and staff. I have stayed at many hotels around the world. This has been, by far, my worst experience with any hotel staff regarding a reservation.
Located in Soho, W London owns the stage in the epicenter of the city’s cultural core. Plugged into the pulse of London’s energetic social scene, this is where louder-than-life Soho mixes with the glitzy West End. Tune-in to a contradictory lifestyle of RETOX/DETOX in one of the 192 guestrooms or suites, suited and booted in playful design with touches of cool Britannia. Mix and mingle over London’s playful brunch, quirky afternoon tea or innovative cocktails at The Perception. Energize at FIT, then recharge at AWAY® Spa before premiering your blockbuster in our Screening Room. Our Whatever/Whenever® service takes care of everything else.
based on 420 reviews
Value for money
Policies vary by room type and provider.
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Most popular landmarks
- Piccadilly Circus 223 m
- National Gallery 309 m
- St James's Palace 0.8 km
- Churchill War Rooms 1 km
- Somerset House 1 km
- British Museum 1 km