Charlotte Street Hotel

Charlotte Street Hotel is an excellent hotel and a truly wonderful place to stay in London. The hotel is very clean, beautifully maintained and full of charm. The service was outstanding — professional, warm and available to guests 24/7. The bed was extremely comfortable, the breakfast was excellent and beautifully served, and the whole atmosphere felt luxurious yet welcoming. The bar and restaurant are lively, stylish and enjoyable, adding a great energy to the hotel. The hotel also has a very chic and cool private cinema room for guests, which is a fantastic and unique touch. Highly recommended.

a month ago · via Google

This is the first time in my life was treated so rude in a five start hotel. I attended an event at this hotel with a friend and arrived slightly early. We asked where we could wait, and were told that we could wait upstairs.Upstairs was a lounge area with sofas and drinks displayed. So we assumed that were part of the event arrangements. While we were pouring ourselves a drink, a staff approached us and asked whether we were hotel guests. We explained that we were attending an event. He then informed us that the lounge was reserved for hotel guests and that we would need to pay for the drinks. That was completely fine with us. We agreed and paid without any argument. However, what happened next was shocking. A little later, we moved to another sofa in the lounge. The same staff member came over again and spoke to us in an extremely aggressive and hostile manner. He said, “I AM GIVING YOU 2 MINS, YOU MUST LEAVE. DO YOU UNDERSTAND ?” I was genuinely stunned. If you did not want non-residents using the lounge, you could simply told us that the area was restricted and asked us to leave. But you just asked us to paid and then just throw us away. This was, unfortunately, one of the worst customer service experiences I have ever had in a hotel. EDIT: the reply of the review didn’t help any, we are not complaint about the policy, we respect your policy and you could just let us know and we will leave, but instead you asked us pay and throw us out. That is so shame and humiliating.

a month ago · via Google

Very disappointing experience. My friend and I mistakenly thought the sparkling wine in the lounge was part of the event. As soon as we were told it was only for hotel guests, we apologised and paid the £33 bill immediately. As two Asian women, we couldn’t help but wonder whether we would have been spoken to this way if we had looked like other guests. What was unacceptable was the service afterwards. While we were simply finishing the drinks we had just paid for, a waiter came back and said, “You have two minutes. You must leave in two minutes. Do you understand?” The tone was unnecessarily rude and humiliating. This wasn’t about the hotel policy, which we fully respected. It was about being treated with basic courtesy. The manager apologised, but the attitude felt dismissive and left a very poor impression.

a month ago · via Google

Amazing hotel as the staff were polite and courteous. Ideally located with a very famous Italian restaurant nearby. Definitely recommend and try the bar which serves a variety of alcoholic drinks and cocktails.

2 months ago · via Google