Here's what you need to know: 6 star service by the staff, led by assistant manager Moritz Weinbrenner. 5 stars for dining options (One-O-One seafood restaurant), 5 stars for location, 4 stars for the hard product in the hotel, 4 stars for "value for money", and 3 stars for family/kid friendly.
We had some issues with the room (I'll cover the hard product later) for which I spoke to Moritz at the front desk. Moritz was extremely gracious, caring, and courteous, and tackled all of my issues brilliantly with the support of his manager (Louis - thank you and big kudos) and his excellent and super attentive staff. He truly made us feel like super valued guests. Any request we made of housekeeping or maintenance was handled instantly without having to repeat ourselves (which had been happening at most hotels we visit). The concierge staff was excellent, and I corresponded with Jonathan prior to my arrival several times to help set up reservations, receive a package for me, etc. even when I arrived, the service with the bags and such was excellent.
The dining options here in the hotel are excellent with One-O-One seafood restaurant which is rated one of the Nation's best. It's a pity that the restaurant is closing down in 2018 and being replaced by a Turkish steakhouse run by a celebrity chef. The same restaurant also serves an excellent breakfast spread with British pork, French pastries, abundance of fresh fruit and juices, cappuccinos, and some American breakfast staples as well. It is expensive at £30pp, and £20 for kids for the buffet. The bloody Mary's cocktails are ridiculously overpriced @ £18 after VAT - very poor value there. The service at breakfast service is impeccable - super attentive and welcoming. The hot chocolate made from Rococo chocolate is famous and certainly excellent. However, in signature 5 Star hotel manner, it is overpriced compared to the same at the Rococo chocolate shop/cafe a couple minutes walk from the hotel.
Value for money and family/kids: owing to its incredible location, the patronage of this hotel is supremely wealthy middle eastern couples who enjoy their extreme high end London shopping. Bentleys, Maybachs, Ferraris, Rolls Royces, and Lamborghinis litter the driveway with dozens of shopping bags worth 10s of thousands of £s emerging from the trunks... that's an everyday scene here. As such, the hotel's pricing is based off that patronage, and the family/kids accommodation is not a priority. I'm not saying they are family or kid unfriendly at all, on the contrary the staff is very engaging with them, but they have no infrastructure or amenities to cater to them (like no kids tear-free toiletries, diaper pails, or kids amenities like other high end kid friendly hotels make available without requesting it - think Ritz Kids clubs).
Plenty of complimentary water and an abundance of towels as part of housekeeping. Nice chocolate on the pillow touch at turn down service. I just wish they would not have instant coffee in a high end hotel like this. It so easy to just put in a nespresso machine and have people be way happier with the coffee option. Instant coffee is such a cheap substitute and - literally and metaphorically- leaves a bad taste in your mouth :)
Hard product: the hotel is well appointed but not uniquely beautiful in its aesthetic. The rooms are all around 350 sq ft and the suites are much larger. We were on the 14th floor (non-smoking floor which is important to know in this hotel) with a nice panoramic view of London rooftops. The marble bathrooms are beautiful but the shower are not the most spacious and the water lacks pressure. There is a separate bath tub area and the overall bathroom size is generous. The toilet is a nice and stylish German, Villeroy and Boch ceramic but the flush plumbing system is weak and requires multiple attempts to clear out - can be quite frustrating; the faucet in the sink works amazingly well though. Bidet sprays in the bathrooms are a luxe, hygienic touch - should be made standard everywhere really. The toiletries are just OK and nothing worth noting - Molten Brown from London.
The heating/cooling in our room was adjustable, but takes a long while for the temp to change- sometimes half a day. You can play all you want with the thermostat, but you really need to wait to adjust the temperature.
The bed and bedding were very comfortable (including the baby's crib), and we enjoyed our sleep here.
Overall, for £400/night, it's a pricy hotel but the service and location make it worth if; that's why this hotel is at capacity year round. We did truly enjoy our stay here, while we celebrated our anniversary. Thank you PTK staff and Moritz. read more