WESTBURY MAYFAIR Luxe

Just completed an excellent 10 day stay here. The hotel has really improved in the last 6 months with some new leadership that's really making a difference. SPG Platinum guests are now properly recognised. Upgraded to an excellent quiet junior suite - spacious & very quiet. Hotel staff are thoroughly on the ball, from check-in, bell service, housekeeping & dining. In particular the breakfast team do an outstanding job, each & every day. One of best & most comprehensive breakfasts you can look forward to, their service is absolutely excellent, with everyone displaying a wonderful can do attitude. Fabulous stay – highly recommended, terrific location!

we stayed for a night in the Berkeley suite. This was a wonderful experience and nothing was too much for the staff. The suite is really large with a living room /dining area large bedroom, superb bathroom and a roof terrace with a table and chairs where we sat and drank wine whilst looking over London. we had dinner in the polo bar which was really good. washed down with cocktails that were really good. we had breakfast brought to our suite in the morning and this was really good. This is a place for you to celebrate a special occasion and you wont be disappointed. really is 5 star.

I chose this hotel for being a luxury collection hotel. But I can see that there is no standard among luxury collection hotels. This one falls below other hotels and i wouldn't stay there in the future. Several comments, room very small, so small that it doesn't have a single drawer to put the clothes or the suitcase. Noisy minibar and noisy AC, also temperature adjustment doesn't work which makes me believe its a central system for the whole hotel. I got a room facing the street (noisy), went down to the front desk and asked for a room not facing the street, they changed me to another room again facing the street (couldnt understand why). Bath room is really small sort of like a cruise ship stateroom. Breakfast included in my opinion is very average and not for a 5 star quality hotel, only went once during my stay since food wasn't good. Finally i find ridiculous that they add a 5% to the bill as a service charge that goes to the staff. I think the hotels charges enough to pay their staff well and I am really surprised by it never seen it. Last but no least my congratulations to the concierge staff that was very good throughout the stay.

Overall the hotel has the bones of a luxury Collection hotel with a nice lobby/bar, professional service, and newly refurbished rooms. I will also say that the location was perfect. But the rest of our experience was definitely not perfect. While I understand hotel rooms in London are usually quite small, I anticipated the rooms in a luxury collection hotel would at least be larger than average. We traveled with a few friends in two rooms and both rooms were tiny. In addition, we were there in August during a fairly warm period and the air conditioner was not working properly. When I mentioned it after the first night, It was very frustrating to see that it was still not fixed for our second night. I also mentioned it at check-out at the front desk and only got an "I'm sorry to hear that". But there was no attempt to try to correct the mistake either with a credit on our bill or even offering breakfast or a late check-out. It just doesn't live up to what I expect from a 5-star hotel. I could imagine many people would stay here and have a fantastic experience, but I cannot say the same for me.

There a couple of points which have badly surprised me that I would like to share: 1. Some of the rooms are under reconstruction which produces a lot of noise. When I have asked to stop at least drilling for an hour (because otherwise it was impossible to stay in my room) the manager told me they couldn't do this. Then he suggested changing the room. Since I was here for only 2 days changing the room was not a good solution. I realize that having reconstruction on time is important, but after all I am a guest who is paying quite a lot for the room and expect normal living conditions. 2. Very slow reaction to urgent request, needed to call back 4 times to get what I needed from room service. 3. Very small rooms and noise outside. But it is generally expected from the city center.