Bulgari Hotel London

Absolutely shocking experience. I purchased a spa and afternoon tea experience for two people as a birthday gift for a very important client of mine. I intended this to be a luxurious, relaxing day, but I was left embarrassed to hear what transpired. Instead of the smooth, enjoyable experience I trusted your hotel to provide, it created stress and frustration for them. 1. Booking Not Found on Arrival Although my clients precooked and called for confirmation three times, upon arrival they informed that their booking could not be located in your system. They were left waiting for 20 minutes while staff looked for the reservation. This caused unnecessary stress and embarrassment at the very start of their visit. 2. Incorrect Request for Payment After Spa Treatment Following their spa treatment, my clients were then asked to pay for services that had already been fully prepaid. They were forced to explain that the package had already been purchased. A further delay occurred while staff attempted to locate the gift voucher/payment details. This demonstrated a clear lack of communication and organisation between departments. 3. Afternoon Tea Booking Again Not Found When my clients attended for afternoon tea, they were once again informed that they have no reservation even though they did and their booking could not be located. This was the second time during the same visit that your team failed to identify a valid reservation. 4. Poor and Rude Customer Service During these issues, my clients felt they were treated dismissively and without the level of professionalism expected from your establishment. * Staff appeared uninterested in resolving the situation promptly and very patronising and rude. * No meaningful apology or reassurance was provided. * The overall attitude displayed was disappointing and fell far below acceptable hospitality standards. 5. Excessive Waiting Time and Lack of Service After eventually being seated for afternoon tea: * My clients waited approximately 20 minutes without receiving any service or any attention. Not only they had no afternoon tea prepared for them and champagne as promised, but no one had even come to their table to ask if they wanted anything. No staff member attended to them appropriately. They were effectively ignored despite being seated and expected for service. 6. Guests Forced to Leave Without Receiving the Experience Purchased Due to the repeated delays, confusion, and poor treatment: * My clients ultimately left the hotel hungry, frustrated, and deeply disappointed. * They did not receive the experience that was paid for. * What should have been a relaxing and enjoyable day became a stressful and embarrassing ordeal. 7. Impact on a VIP Client Relationship The most concerning aspect is that these guests were VIP clients of mine. Their experience reflects not only on your hotel but also on us that arranged and gifted this experience. The situation has caused significant reputational embarrassment and disappointment!

2 months ago · via Google

Our stay at Bvlgari Hotel London was truly exceptional — without exaggeration, one of the best hotel experiences we’ve ever had. From the moment we arrived, the service was incredibly warm, attentive, and thoughtful throughout. Every detail felt considered and elevated, creating a seamless and genuinely luxurious experience. The spa is absolutely outstanding — easily one of the most beautiful we’ve experienced, and the pool is truly the best we’ve seen in London. As competitive swimmers, we even had the chance to do part of our training there, which made the experience even more special. The room was spacious, bright, and beautifully designed, offering both comfort and elegance. Every space within the hotel feels calm, refined, and impeccably maintained. They took care of every single detail- they even left business cards with our names and they offer a pillow menu to order your preferred pillow! The food was equally impressive — from breakfast to overall dining, everything was of exceptional quality and truly enjoyable. The location is also perfect, making it incredibly easy to experience London while still feeling like a peaceful retreat. We’ve stayed in many hotels around the world, and this one stands out in every way. A truly unforgettable experience — we can’t wait to return.

3 months ago · via Google

The hotel is stunning. It is calming, aesthetically soothing, and quiet luxury at it's finest. The rooms provide a relaxing, beautiful retreat. The amenities such as the gym, pool, and sauna/steam exceed any hotel offering. We chose the Bulgari because it's proximity to our son's apartment but quickly realized we had stumbled upon a a shiny gem. The Client Manager Julie was amazing. She made us feel so special, and honestly, because of her we will return as loyal customers. The BEST!

5 months ago · via Google

This is best hotel in London!! The staff is genuinely the best! They accommodated all of my requests and they also went above and beyond on every aspect. My experience at the lounge was unforgettable. This is a must visit when spending summer in London, and don’t forget to check out the gelato!!!

2 months ago · via Google