Grand Royale London Hyde Park

I rarely leave negative reviews, but unfortunately our stay was extremely disappointing from the moment we arrived. The room was clearly not prepared properly. There was someone else’s wallet left in the bedside table, the tissue box was already half used, and the overall cleanliness was below an acceptable standard. The sink barely drained, and the shower flooded the bathroom every time it was used, making it inconvenient and messy. To make matters worse, shortly after we checked in, a member of staff entered our room without warning, which was quite unsettling and made us feel uncomfortable. For the price we paid, the bed was also incredibly uncomfortable. The only real positive from our stay was Naz, the bellboy. He was absolutely fantastic from start to finish—friendly, professional, welcoming, and genuinely helpful. He was the only staff member who made us feel valued as guests, and he is a real credit to the hotel. Overall, this stay fell well below expectations, and I wouldn’t choose to stay here again unless significant improvements are made to the cleanliness, maintenance, and overall guest experience.

3 weeks ago · via Google

Location in the center of Kensington, close Kensington park, Paddington and Nothing Hill is really top. The area has lots of shops and is truly beautiful. The service and staff is very friendly and helpful. The building is beautiful both in as outside. The breakfast is good with great service as well. All in all highly recommend! Sorry we forgot to make photos

3 weeks ago · via Google

—NEGATIVE 30 - STAY AWAY. Customer Service does NOT exist. No manager to deal with true issues. We saw 2 customers turned away at check in with true reservations. Staff are rude, unaccommodating, inconsistent, frustrated, not trained well, incapable of communicating and so much more. Safety is also a concern. Our first night; we were in bed and someone literally opened our door. Thankfully, they left when we let them know the room was occupied. Our keys didn’t work the next day. Zero communication, apologies or letting us know we needed new keys. At check in, we observed 2 guests who had reservations be turned away. There were issues with the reservation systems. Not okay on any level. No manager onsite (we think it may be a family operation). On our second nigjt, We had a vent leak and had used towels and a pillow to drown out the drip. They placed the pillow on top of a suitcase creating additional issues with smell. When we stopped by to ask if we would have ac because it was not turning on, they suggested we move rooms (we had a tight schedule with reservations that evening and could not do it in the moment). They stated if we could not do it now, we would proceed without air because they would sell out the room and it would not be available. When asked if they would ‘sell’ our room, we were told no, it could go out of service. Upon arrival, we were told we needed a physical card and could not use tap to pay: the family behind us used tap to pay and did not present a card

a month ago · via Google

Far from what I imagined. The rooms AC not working. Room had steps (split level). Smell of garbage coming in. But the service was good. They acknowledged and offered a full refund. The place needs a complete refurb. They should take down all rooms from listings where AC is not working. Felt sorry for the receptionist who is facing the heat. I live in UK so was not too tired. I can't imagine the frustration of guests arriving from abroad then coming here and getting this totally false advert.

3 weeks ago · via Google