Shaftesbury Hotels London Review

This hotel has provided the worst service ever.
I arrived Wednesday night at 23:45 together with a colleague and simply they didn't have rooms available for both of us, despite our reservations confirmed more than one week before.
They took 1 hour only to tell us that we had to move in another hotel, that I reached at 01:30 am!
They also invented the excuse about rooms not available because of some leakages, but the day before another receptionist confirmed that the problem was the overbooking.
Furthermore when I asked to stay only one night instead of 2,they intimidated me asking to pay everything upfront or they had to cancel the entire reservation...at 1 am!
Unbelievable bad service
I'll never go back here

Everything was fine upon arrival, checked in fine, however the room we were placed into was nothing at all like any of the rooms advertised. We paid extra for a larger room and were placed in what seemed like an extra cupboard they'd converted with around a foot between the edges of the bed and the walls. We told reception this isn't what we paid for a luckily we were placed in a room that was more suitable for our 3 night stay. Staff were nice and the room was clean and the location suited us perfectly. Despite the mishap at the beginning it was a pleasant stay!

Noise from constant air conditioners, especially in the silence of the night. Cold through the window. Room 02

A good location. Room was not good. In basement and they didnt have an alternative

very good Hotel, clean rooms with all the facilities, service definitely AWSOME, good english breakfast

It's so narrow.
I have a hard time expanding my suitcase.
The bed is also small.
Of course there is no bathtub.

However, it may be because it is the cheapest single room.

The room is beautiful. The cleanliness of the bathroom is no problem.

The staff is kind and polite.

The inside of the building is like a maze. Even the same floor is not divided into one floor, it is divided into multiple. I get lost in getting to the room and getting back to the entrance.

5 and 6 minutes walk from Paddington. It is easy to understand because it goes almost straight and is at the corner of the intersection. There are grocery stores, cafes and restaurants nearby.

Honestly, I am troubled with the evaluation. I would like to give four, except for the smallness of the room, but anyway it is narrow.

Great hotel, good location, attentive hotel staff, I recommend. / Great hotel, good location, attentive hotel staff, I recommend.

Excellent Hotel, small apartments in terraced buildings. Friendly and efficient service, nice rooms

The location of the hotel was perfect for the festival we attended in Hyde Park. The staff at the hotel could not do enough to help you (even with the perfect proposal!) Definitely recommended :)

The hotel is ideally located and easy to reach. We were warmly welcomed. The room is small but modern and practical. The bathroom is clean and you have enough space.

Nice afternoon tea. Got a deal on Groupon, wouldn't have paid full price as don't think it's worth it.

Worst hotel. Its too costly too , I regretted my stay there.

Skimpy room, good breakfast, friendly and helpful staff,

Excellent in terms of handling, cleanliness and some negative location in terms of soundproofing rooms and eating

Excellent value for money, friendly staff, close to Paddington station and Lancaster Gate, good cleaning

Very good connection to the subway. Many restaurants and kiosks nearby. Room unfortunately very small, but well equipped. Cleanliness ok. Breakfast mediocre in a basement room. Staff is great! All very helpful and friendly.

Went for afternoon tea, amazing experience and very kind and polite staff. Will definitely go again...

Tiny rooms located on basement. Rooms are clean and bed is excellent. Friendly staff

We loved Paddington neighborhood, vibrant and full of restaurants

Good hotel for family and friendly staff and food location

Rooms are very small. In this respect, the photos on the booking platform are rather misleading. Everything else was OK.

The service was excellent , the rooms are very clean,
However, the rooms are too small for any price, I mean it is ridiculous how small are the rooms are

Me and my partner have stayed in many hotels, and this was by far the best one. We viewed the hotel online, before booking. Online pictures of hotels and descriptions are never how they seem in real life, however the pictures online were a accurate representation of the hotel. We were very pleasantly surprised. The hotel looks appealing from the outside and inside and it is in a nice area. The staff are very welcoming and friendly. We checked into the hotel with Colston, who was very respectful. We were guided to our room by John who was very kind and took bags to our room. He was also very respectable and helpful. He told us all about london, as we are not from around here. We got a great deal over the phone and breakfast was also included (free). The room was very nice and regularly cleaned. The shower was also great. The room included a smart tv and we were given coffe, tea, water etc and these would be topped up everyday. We really can t fault the hotel and will definitely be staying here again. The price is very reasonable and you get more than what you pay for. We didn t know all the staffs names, or else would have mentioned. They all went above and beyond. Exceptional service. Overall we are very happy. Thankyou.

Friendly helpful staff, clean, very small rooms which was fine for me but too tight for some, food was good, bar not always stocked if looking for non alcoholic (or alcohlic) fruity drink.

Enjoyable stay with them and the location is almost good

Stayed here few times already, rooms are clean. Recently stayed in double room which was really nice and spacious enough. Single rooms can be tiny but still clean and cosy. Good location, friendly staff, next time will get double room, good value for money

Me and my partner stayed here for 3 nights for our birthday's. We had a great stay and the location of the hotel is fantastic! Rooms are very small to what you may be used to if you have never been to London but are cozy and kept very More

Great hotel and excellent staff doing everything to help their guests!!

Lovely rooms and very clean. Had a club room which had microwave, fridge, fruit and fizzy drink were complimentary in the room. Attendants were very polite and helpful as were the reception staff. Overall had a lovely stay and would recommend

My hotel for 2 weeks...... Oh the food here in London! They feed you like they do in SA! Not like in NY where free breakfast means a tiny croissant and a spoon of orange juice. But here be careful, if you book a single room..... U get one with a REAL single bed....... They don't mince words! Say double room and you will be happy.

Very bad food, the room I had was dirty
However, Chris was really amazing.

Excellent place to stay , great location and outstanding service with a very affordable price.
Every staff member (reception and restaurant) met and served us with a smile.
keep up the great work.

This was a great place to stay, I selected it because of it's proximity to paddington station to be able to catch the train to Heathrow at the end of the stay. The place was kept clean and tidy. The air conditioning was a plus. The only downside was the room was below ground with a poor view of steps and bags, maybe some flowers and a tidy up of the area would be more acceptable.

Really small room, no lift, but nice, quiet and clean. The place and the surroundings are really nice. The bellboy was very kind too and lifted the luggage for us.

Tiny tiny hotel. staff are nice but hotel is so old and the rooms are extremely small. not worth the money at all!

Nice hotel, pretty modern. Good location just off Bayswater road, near tube station, bus stops, has a bike 'station' just outside the hotel. Nice neighborhood. Friendly, helpful staff. Decent breakfast but the restaurant is a bit dull/boring. Comfortable rooms but definitely on the small side!!! Quiet, but a fair bit of internal noise.

A nice newly renovated Hotel in a quite but still central area.

Was ok but we were in the basement. I'm sure it would be nicer with a view!

Great rooms, a bit small but clean and organized and have everything you need including outlets for foreigners. Convenient location for exploring London. Customer service was excellent, all staff were courteous and helpful at all times.

The reception girls are friendly and very helpful !!!

Cosy, has everything you need in terms of bed and breakfast

Not a bad ensuite room but a little difficult to get to room 146.

Very good hotel Well located and with good details.

Excellent place to stay when meeting a friend. Centrally located in a quiet street with a short distance to Paddington train and underground stations. Also a short walk to the main shopping street and Hyde Park. Beds really comfortable. Great menu selection. Hotel staff really friendly and helpful.

Wow you write a poor review complaining no one has answered emails and I still hear nothing . Appalling my booking was for 5 days all paid for .No one feels a little bit of embarrassment?This is a big amount of money to us obviously small change to your team.
How do you have the audacity keep advertising great service?
What a joke.

Excellent value for money, great reception staff Alice*

The location is ok but the nuisance rooms especially the morning thought the building from the inside was wood

Very good value for money. Friendly staff, clean room but very small.

Good place .. Good management .. Faulty like other central London hotels small size

Booked 2 nights found we could only come for one of them rang to explain would be there the following evening arrived to find it had all been cancelled. Customer service from woman at the check in was poor to say the least. Suddenly after watching us cancel our restaurant booking the whole reason i was coming down, they 'find' our booking. Granted the manager couldn't do enough for us after but our evening was already ruined... So much for a romantic getaway wouldn't recommend to friends

Stylish!A very tastefully modern but comfortable,warm and inviting,elegant experience! Friendly and helpful staff! I will return!

The rooms are very small .. There is no water pump for the bathroom ... Reception Excellent .. Do not provide you with water and tea and daily coffe of the room, although we sat for a long time ... The net is weak ... I was trying to steal from the gang near the hotel when the grocery and when the receptionist did not Offers no help

Good hotel, balance, cost, benefit, well located, steps from Paddington station.

Their reaction to the current pandemia was miserable. It took very long to even get an answer and they did not offer refund possibilities for tourists who were not able to reschedule the trip. Extremely disappointing!

The hotel is perfectly located, not far from Hyde Park and Portobello Road. Nice hotel staff. Breakfasts are tasty. I stayed in small and at the same time very cozy room. It was a bit cold in the room however I am well aware it is very English) To get warm you can use an electric kettle: tea, coffee and cookies are very helpful)

Lovely hotel. Excellent location for train and underground. Room and bathroom spotlessly clean, comfy bed, and nice little touches like fruit and biscuits. Even had a fridge, microwave and hairdryer. Only reason I havent given five stars is the size of room. Perfectly adequate for a weekend stay for me and my daughter but no longer.

Friendly and professional staff, quality and very clean rooms worth every penny

I didn't like it because I found 2 dirty towels and also the bed was not comfortable, the mattress was going down towards the floor

Nice Hotel, though the rooms are a bit smaller than I expected. Warm reception by the staff. Price is competitive.

Definitely deceiving. I arrive at 8 pm, to discover that my standard room had been downgraded to a single room, located in the basement. It was so small, that I could not even open my suitcase on the floor and walk by to access the bathroom. The location of the room was extremely noisy. When I called reception to see how this could be solved they told me "the manager had left" and there was nothing they could do. Turned out they could : I requested a cancellation and left. I will not look back - there are enough hotels in London.

A good hotel, not far from the Hyde Park and to go shopping needs transportation, especially if you are a family.

A good hotel. Staff are very welcoming and helpful, rooms clean and comfortable, if a bit on the small side. Beds comfortable. A good choice for the price in this area.

The room was snug but more than acceptable. Sadly the same cannot be said for breakfast or the reception staff!
I arrived and was greeted by "NAME" from a receptionist that couldn't even be bothered to look up from staring at her screen.
No information offered on where room was (separate building over the road) breakfast, morning call, newspaper.
I called reception later and asked for a taxi. Was told xant get one I should try Uber!
Breakfast was either undercooked (sausage, eggs) or overcooked (bacon) served in converted basement with waiting staff who clearly cant be arsed more interested in talking about their night out over guests.

Small rooms but very comfortable and so centrally located.

Staff are friendly and efficient, however this is definitely a 3* hotel, rather than a 4*, but prices do not reflect this.

Bar area is small and cramped, and during checkin periods very busy.

We had a deluxe double room, which was extremely small and could only just walk around the bottom of the bed to get to the other side.

Bathroom was also very small, but otherwise room was clean and the bed was comfortable.

When enquiring about the room size/type booked, was informed that this is the standard size of the deluxe double rooms and to book a club room in future for a larger room size.

Beautiful inside and out even the rooms and the rooms are spacious and even the food is very good

Nice rooms, friendly staff, good location, not expensive.

Love our jaunts to this hotel stayed in a compact double which was very small indeed having tried this room I'd advise anyone to book another room.
Breakfast was fabulous as always and plenty choice!!!! See you all very soon

It's a nice place to stay for a couple of nights. Fairly comfortable. The rooms are not huge but they are okay. I was not impressed with the customer service as we kept getting moved from hotel to hotel as they kept messing up the booking.

It is not expansive but for a reason...
We have been to the very close 'Lancaster Gate' hotel a couple of years ago which belongs to the same chain and expected a similar experience. The maintenance is not at the same level. Good value for the money.

Really enjoyed my stay here. The bed was comfy and hospitality good. The bathroom was good with a really nice shower.

I was in a basement room so very little natural light but otherwise good.

Was an issue with my stay ending a day earlier than expected and no rooms available for that night so had to find somewhere else.

Nice, clean, quiet hotel. Excellent breakfast and polite personnel not only at reception but everywhere

My girlfriend And I like the hotel a lot. We were a litteris bit concerned because of the others feedbacks but everything was great. The room is big and clean. I got an early check in easily. The location is also great. I recomend the hotel

Excellent afternoon tea experience! I went with a group of four and had a Indian and English afternoon tea combination which was divine. The quality of the food was exceptional and the Indian afternoon tea was the best with lovely selection. The hotel itself is small but we were seated at a nice lounge. I do many afternoon teas but felt this place really top quality. We were served by Robert/ Alisa/ Aldrin who were very attentive with us and friendly. They were so kind and brought out a birthday cupcakes as we was celebrating a birthday. This place is a hidden gem but would definitely be returning. Thanking the hotel for a lovely experience.