Robert W

Review of Sheraton Hotel, Park Lane, Lon...

I have stayed at this hotel previously and as a fr...

I have stayed at this hotel previously and as a frequent visitor to London I decided to stay here again. I should note that I am A SPG/Marriott Platinum status member. I do mention this because I think it is relevant as a customer who spends many nights in SPG/Marriott hotels, and many nights per year in London. When I checked in I was told that my room had been upgraded. The room I checked into was fairly small and I have stayed at upgraded rooms in the hotel previously. In any case I found maintenance issues in the room which concerned me. First the toilet had a strange leak, and the shower also leaked water onto the floor as well. I was tired, but the next morning contacted the front desk who sent up maintenance. I then found out the hotel was aware of this issue with the toilet and that it could not be fixed, until they had proper parts.. In my opinion this toilet issue was a health and safety issue. The hotel front desk was aware of this issue which affected a number of rooms (not just my room) The leaky shower was another issue altogether and unrelated. I wonder about the judgement of the front desk checking me into a room with a known problem like this. I spoke to a a manager who agreed to change our room to a much nicer room. On the day of checkout I had tickets to a Magic Show (The Magic Hour) that is in the hotel at night. The hotel does practically nothing to promote this show and I am not sure why since it is quite unique. I checked out of the hotel and came back 4 hours later to see the show. That is when I encountered some of the nastiest employees in the bar area near the small room where the show takes place. I went to the bar to get my wife some sparking water (for a medical condition) and I was told in a pretty nasty way that I could not order. I was told the bar area is for hotel guests only. I had been a hotel guests for the previous 6 nights. Two other people in the bar area (bar manager) got nasty with me as well. They refused service then told me not to stand in the line going into the showroom. One of these people I am sure was a bar manager or manager of sorts. This was on 9/14/18 during the evening. So I encountered three pretty unfriendly employees who went out of their way to give me a hard time, including the bartender. All for a single bottle of water. They were trying to say it was busy and they dont care for non hotel guests. It was not really busy. For some reason I think they dont want the show in the room adjacent to the bar, or some other unknown reason. I have never seen anything quite like this. I will not stay at this hotel again. I will also add the Magic show was very good and I do recommend it. Very nice setup for that. One of the people working for the Magic Show was able to get my wife some water. She was very nice about it and did not know what happened. I will also say that the doormen were not happy when customers use UBER to travel to the airport etc vs hotel house cars that they have an arrangement with. I had access to the club lounge which had assortments for breakfast, afternoon tea and scones and dinner drinks and some food. The club was attended to well.