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Reviews of Thistle London Hyde Park Lancaster Gate

4 out of 5
Thistle London Hyde Park Lancaster Gate
90-92 Lancaster Gate, London, England

Reviews

7.6

Good

Rating 10 - Excellent. 128 out of 458 reviews" "
Rating 8 - Good. 188 out of 458 reviews" "
Rating 6 - Okay. 84 out of 458 reviews" "
Rating 4 - Poor. 35 out of 458 reviews" "
Rating 2 - Terrible. 23 out of 458 reviews" "

8.2/10

Cleanliness

8.4/10

Staff & service

7.4/10

Amenities

7.0/10

Property conditions & facilities

9.6/10

Eco-friendliness

Reviews

10/10 Excellent

Lisa

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Jul 2021

10/10 Excellent

Dean

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Jul 2021

4/10 Poor

Deborah

Stayed 2 nights in Jul 2021

10/10 Excellent

Philip

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Jul 2021

10/10 Excellent

Verified traveler

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 2 nights in Jun 2021
Response from Roy Nardone on Jun 18, 2021
Dear Anonymous, Thank you for taking the time to review your recent stay with us. We do hope we can welcome you back soon. Kind Regards Roy Nardone Hotel Manager

4/10 Poor

Verified traveler

Traveled with family
Liked: Cleanliness, amenities, property conditions & facilities
Disliked: Staff & service
Absolutely beautiful hotel & perfect location! Wasn’t allocated right room & took some time to sort out.. Also was meant to have complimentary mini bar in each room but after advising reception, it was still only stocked once in one room over a 3 night stay.
Stayed 3 nights in May 2021
Response from Roy Nardone on Jun 18, 2021
Dear Anonymous, Thank you for taking the time to review your recent stay. I will ensure your comments are passed to the relevant departments. We do hope we can welcome you back soon. Kind Regards Roy Nardone Hotel Manager

10/10 Excellent

Maryse

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Mar 2020
Response from Stacy on Mar 23, 2020
Dear Maryse, Thank you for your lovely feedback. Kind Regards.

10/10 Excellent

Russell, ROSWELL, NM

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
We enjoyed our stay here. Staff was very accommodation. Room and space large by European standards. We will return.
Stayed 14 nights in Feb 2020
Response from Stacy on Mar 3, 2020
Dear Russell, Thank you for your lovely feedback. Looking forward to welcome you back. Kind Regards.

8/10 Good

Verified traveler

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Lovely location and the decor was very pleasing.. the staff were really helpful when we went to ask to change our room, 1st room was unfortunately next to a generator which was extremely noisy, they moved and even upgraded us with no trouble at all
Stayed 2 nights in Feb 2020
Response from Stacy on Mar 1, 2020
Dear Anonymous, Thank you for your kind feedback. I am delighted to read that our staff managed to turn things around and make your stay as enjoyable as possible. I hope that we will have the pleasure of welcoming you back in the near future. Kind regards, Stacy

10/10 Excellent

Amy

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Feb 2020
Response from Stacy on Feb 26, 2020
Dear Amy, Thank you for your lovely feedback. Kind Regards.

10/10 Excellent

Tracey, Worcester

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Nice Italian barman..night porter. Was very nice to talk to. Made us feel welcome.
Stayed 1 night in Feb 2020
Response from Stacy on Feb 26, 2020
Dear Tracey, Thank you for your lovely feedback. Kind Regards.

10/10 Excellent

Rebecca, Wales

Traveled with group
Liked: Cleanliness, staff & service, property conditions & facilities
Great welcome, excellent location, comfy room and exceptional value for money!! Thank you 😊
Stayed 1 night in Feb 2020
Response from Stacy on Feb 20, 2020
Dear Rebecca, Thank you for your lovely feedback. Hope to welcome you back soon. Kind Regards.

8/10 Good

Verified traveler

Liked: Cleanliness
Stayed 3 nights in Feb 2020
Response from Stacy on Feb 20, 2020
Dear Anonymous, Thank you for your lovely feedback. Kind Regards,

10/10 Excellent

Verified traveler

Business traveler
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Great location close to central line
Hotel was in a great location, clean and service was great. However, my room was quite cold at night. There were 2 space heaters present but I would turn them off when I left and it would take quite a while to heat the room back up. Otherwise nice hotel!
Stayed 5 nights in Feb 2020
Response from Stacy on Feb 13, 2020
Dear Anonymous, Thank you for your lovely and honest feedback. Kind Regards.

10/10 Excellent

Verified traveler

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 2 nights in Feb 2020
Response from Stacy on Feb 7, 2020
Dear Anonymous, Thank you for your nice feedback. Kind Regards.

6/10 Okay

Scott

Business traveler
Liked: Staff & service
Disliked: Property conditions & facilities
In need of some TLC
Old and tired. Plugs in the room didn't work, the shower was a balancing act between hot and cold water and the general decor is very dated
Stayed 2 nights in Jan 2020
Response from Stacy on Feb 7, 2020
Dear Scott, Thank you for your feedback. Regards.

4/10 Poor

Verified traveler

Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities
Hotel is old and dirty, staff is nice
Hotel is old and dirty, utilities over used and very poorly finished/repaired, patched up with minimum care, some of them dirty, plenty of dirt and rust in the bathroom. It's very clear the owners aren't interested in maintaining the hotel. The staff was nice and pleasant.
Stayed 1 night in Feb 2020
Response from Stacy on Feb 7, 2020
Dear Anonymous, Thank you for your feedback. Regards.

8/10 Good

Verified traveler

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 1 night in Jan 2020
Response from Stacy on Feb 3, 2020
Dear Anonymous, Thank you for your kind feedback, Regards.

8/10 Good

Verified traveler

Traveled with family
Liked: Cleanliness, staff & service
Got upgraded free of charge and staff really friendly, would recommend
Stayed 1 night in Jan 2020
Response from Stacy on Jan 28, 2020
Dear Anonymous, Thank you for your lovely feedback. Kind Regards.

8/10 Good

Verified traveler

Liked: Cleanliness, staff & service, amenities
Nice hotel, in a very convenient location. Plumbing and plugs could use updating for mobile phone and lap top charges. Elevator is also sometimes not working, properly. The staff is great!
Stayed 1 night in Jan 2020
Response from Stacy on Jan 27, 2020
Dear Anonymous, Thank you for your lovely and honest feedback. Kind Regards.

8/10 Good

Verified traveler

Liked: Staff & service
Would stay there again. Bathroom could do with refurbishment. Staff professional. One room service meal not good had to send back, staff made amends for this, very apologetic.
Stayed 1 night in Jan 2020
Response from Stacy on Jan 27, 2020
Dear Anonymous, Thank you for your honest feedback. Kind Regards.

2/10 Terrible

Verified traveler

Liked: Cleanliness, staff & service
Disliked: Amenities, property conditions & facilities
Two Nights in a room like prison cell, not warm, noise in the heating board, early morning noisy outside but room seems like in basement only can see sunlight, i made complaint that room should never sell to customer even for one night but i had two when i didn't realize not improvement on the second, i am appreciated to discount to £ 100 a night but still not worth i am afraid,should convert that room into storeroom, it was Room 130 !!
Stayed 2 nights in Jan 2020
Response from Stacy on Jan 18, 2020
Dear Anonymous, Thank you for your feedback. Regards.

8/10 Good

Lois

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Weekend
Had a very enjoyable comfortable stay
Stayed 3 nights in Jan 2020
Response from Stacy on Jan 18, 2020
Dear Lois, Thank you for your lovely feedback. Kind Regards.

10/10 Excellent

Verified traveler

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
At doorstep of Hyde Park
Excellent location next door to Hyde Park. Room size is good for central location.
Stayed 1 night in Jan 2020
Response from Stacy on Jan 18, 2020
Dear Anonymous, Thank you for your lovely feedback. Kind Regards.

2/10 Terrible

Siani

Stayed 1 night in Dec 2019

10/10 Excellent

Verified traveler

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
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Stayed 1 night in Dec 2019
Response from Stacy on Jan 9, 2020
Dear Anonymous, Thank you for your lovely feedback. Kind Regards.

2/10 Terrible

Mrs EL

Traveled with family
Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Dec 2019
Response from Stacy on Dec 31, 2019
Dear Mrs El, Thank you for your feedback. Regards.

4/10 Poor

Verified traveler

Traveled with family and small children
Liked: Staff & service
Disliked: Cleanliness, amenities, property conditions & facilities
Room is not clean as it should be for a 4 star hotel! The bathroom is very dated. Overcooked English breakfast.
Stayed 1 night in Dec 2019
Response from Stacy on Dec 31, 2019
Dear Anonymous, Thank you for your feedback. Regards.

8/10 Good

Mohamad

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Great value for money :)
Location was great, the room size was great too. Breakfast simple but very tasty so no complaints on that front. However the shower and setting the temperature was the only problem, not a biggie only annoying :s
Stayed 2 nights in Dec 2019
Response from Stacy on Dec 31, 2019
Dear Mohamad, Thank you for your lovely feedback. Kind Regards.

2/10 Terrible

shashana

Stayed 1 night in Dec 2019

6/10 Okay

Verified traveler

Stayed 2 nights in Dec 2019
Response from Stacy on Dec 21, 2019
Dear Anonymous, Thank you for your feedback. Regards.

6/10 Okay

Verified traveler

Traveled with group
Liked: Staff & service, amenities
The staff were very friendly and helpful. The rooms we stayed in were right by the air conditioning unit, which was very noisy. The bed was against a wall which wasn’t very comfortable.
Stayed 2 nights in Dec 2019
Response from Kris on Dec 19, 2019
Dear Anonymous, Thank you kindly for your lovely feedback in regards to our staff. I would like to extend my sincere apologies for the inconvenience you faced with the room comfort. Kind regards, Kris Guest Relations Manager

4/10 Poor

Pauline

Traveled with group
Disliked: Cleanliness, property conditions & facilities, room comfort
disappointing
The bedrooms in this hotel are very dated. Furniture is tired and the bathrooms sub standard. We had two rooms in our party, one had no hot water and the other was hit & miss. One guy at reception was asking why he’d had no electricity all night, another couple were asking for a room change due to the condition of their bathroom to be told the hotel was fully booked. All rooms appear to have plug in heaters and after turning the ducted heating system on in the room, I can only assume this is because of the noise it makes. The staff are polite and professional and appear to be well versed at dealing with complaints.
Stayed 2 nights in Dec 2019
Response from Stacy on Dec 13, 2019
Dear Pauline, Thank you for your feedback. Regards.

6/10 Okay

Verified traveler

Liked: Staff & service
Disliked: Property conditions & facilities
Stayed 4 nights in Nov 2019
Response from Stacy on Dec 13, 2019
Dear anonymous, Thank you for your feedback. Regards.

2/10 Terrible

Verified traveler

Stayed 1 night in Dec 2019
Response from Stacy on Dec 9, 2019
Dear Anonymous, Thank you for your feedback.

2/10 Terrible

Linda

Business traveler
Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities, room comfort
Poor quality, needs renovation & no recommended
Card payment machine issues on arrival. When we got in our room it was freezing with a bad draft from the balcony doors (which were padlocked). There was a single heater and air conditioning/heating in the room but no heat when it was on max heat. We rang reception and she came up and advised us due to it being a suite we should have had a dyson fan heater instead as they are more powerful. She put the temperature to 27 and wanted to leave with the remote control which we insisted she left. We moved the heater in front of the balcony doors and put the dyson on the suitcase shelf in front of the bed but turning it up to 37. This took the edge off but was still cold. As we were going to an event we didn't have time to then re-complain. We left both heaters on whilst we were out so hopefully the room would be warm when we got back. We were wrong, it wasn't as cold when we arrived but still cold, so we got straight in bed, as it was too late to look for another hotel. The next morning was no better. The room and hotel was shockingly poor and in need of vast refurbishment. Some of the following issues were 1. carpets have threadbare sections all over the hotel 2. hotel cold no matter where you were 3. room & dinning area was very dirty with food put on top of dust 4. metal door plates sticking up in the corridors 5. tiles in bathroom not fixed down and move 6. missing vents with just holes showing On checkout I asked to complain and was told they will be in touch, nothing yet!
Corridor
Corridor
Heaters in room
Bedroom
Stayed 1 night in Nov 2019
Response from Celine T on Dec 1, 2019
Dear Linda, Thank you for your feedback.Regards.

10/10 Excellent

Verified traveler

Business traveler
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Very goodlocation, close to underground and buses. Old fashion, with alall modern comforts.
Stayed 1 night in Nov 2019
Response from Celine T on Nov 13, 2019
Dear Anonymous, Thank you for your feedback. Kind Regards.

8/10 Good

JMK, Washington State

Traveled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The Thistle Hyde Park hotel made a great home-base for us while we explored London for a few days. It was a short walk to Paddington Station where we took the Heathrow Express to and from the airport. It was also very close to three Tube lines (Central, Circle, and District) so we were able to get around easily. The hotel itself was just the kind of place we were looking for - it had a little old-world character that actually made you feel like you were in London instead of some generic minimalist hotel in any large city. It's a little old-fashioned and the rooms could get pretty chilly but the heaters warmed it right up. The room service menu has many good options. Over all we were very happy with our stay here.
Stayed 5 nights in Oct 2019
Response from Celine T on Nov 4, 2019
Dear JMK, Thank you for your lovely feedback. Kind Regards.

10/10 Excellent

Verified traveler

Stayed 8 nights in Oct 2019
Response from Celine T on Nov 4, 2019
Dear Anonymous, Thank you for your nice feedback, Kind Regards.

10/10 Excellent

Verified traveler

Business traveler
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great location for Hyde Park and travel connections
Stayed 1 night in Oct 2019
Response from Celine T on Oct 26, 2019
Dear Anonymous, Thank you for your lovely feedback. Regards,

2/10 Terrible

Clive

Disliked: Property conditions & facilities
Wide birth !!!
Dated rooms seals missing from shower cracked and loose tiles usb points not working sockets that were unable to be switched off no air con that will do for starters !!!!
Stayed 1 night in Oct 2019
Response from Celine T on Oct 26, 2019
Dear Clive, Thank you for your feedback. Regards.

10/10 Excellent

Trevor

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
London break
Tower Bridge
Tower of London
River trip
Shard
Stayed 3 nights in Oct 2019
Response from Celine T on Oct 26, 2019
Dear Trevor, Thank you very much for your feedback. Kind Regards.

10/10 Excellent

Paul

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Brilliant staff
The staff are amazing and go above And beyond to make every request possible!!!
Stayed 1 night in Oct 2019
Response from Celine T on Oct 26, 2019
Dear Paul, Thank you for your lovely feedback. Kind Regards.

8/10 Good

Verified traveler

Traveled with group
Liked: Staff & service, room comfort
Great location . Nice comfortable hotel. Tasty breakfast. But Rooms need to be cleaned better. Some repairs and paint needed for hotel overall.
Stayed 3 nights in Sep 2019
Response from Celine T on Oct 26, 2019
Dear Anonymous, Thank you for your feedback. Regards.

6/10 Okay

Birgitte

Disliked: Cleanliness, property conditions & facilities, room comfort
Stayed 1 night in Oct 2019

4/10 Poor

Leona

Traveled with group
Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Poor communication, service & alternatives
Thistle Hyde Park surprised us the morning of our stay with an email informing us that due to a maintenance issue they had moved us to a sister hotel, Thistle Kensington Gardens. Thank goodness we checked email, or we would have arrived at Thistle Hyde Park after having released our Uber, heavy-laden with bags, and then had to walk down an unfamiliar city street to the new, unknown and unresearched hotel. We might have changed altogether because of this inconvenience, but it was the last day of our trip and we'd pre-paid. The Kensington Gardens room was ridiculously small, only had one bed (we'd booked two), had visible dirt on the duvet cover and mildew in the shower, and the service was generally blasé. We definitely would not return or recommend either hotel after this experience.
Stayed 1 night in Oct 2019
Response from Celine T on Oct 26, 2019
Dear Leona, Thank you for your feedback. Regards

2/10 Terrible

Verified traveler

Traveled with group
Disliked: Cleanliness, amenities, property conditions & facilities
First night - we discover that the bathroom ceiling is not only moldy and peeling but leaking. 2nd day- They claimed that there wasn’t any rooms available because there have been flooding throughout the hotel. So I contacted Expedia to see if there is something they can do. The room was unacceptable for anyone to stay in. They move us into another room. As I am rushing to get to the other room to start my day, I left my cash in the room. He calls the housekeeper on the phone. I told him it was a lot of cash that I left. He housekeeper asked if it was 600. I responded it yes if anything, slightly more. He tells the concierge, no he didn’t find anything. (But coincidentally knows the amount) I notify the manager about both situations. He offers me free breakfast, when someone already emailed me offering free breakfast. Then offers 50% off my stay. He basically tells me that is what the safe is for even though the hotel is not responsible for anything - still contradicts having a safe. 3rd day - the fire alarm goes off around 11am and everyone has to evacuate the building. They have to figure out why it went off and to set up the alarms again and can not go back into the rooms for 2 hours so they walked us over to their other hotel 2 blocks away to shower and get ready. Checkout - I ask yet another manager about investigating my situation about the missing money and the first manager gave her the wrong information, which she will also investigate and told me to call the
Stayed 3 nights in Oct 2019
Response from Celine T on Dec 1, 2019
Dear Anonymous, Thank you for your feedback.Regards.

10/10 Excellent

TW, London

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
It was a special occasion for us and they gave us a complimentary upgrade which was lovely of them...they also left us a hand written card in our room...all very thoughtful and well appreciated. The room was clean, lovely and everyone was very friendly. My only complaint was the mini bar was quite empty, but the 24 hour room services fixed that pretty fast.
Stayed 1 night in Oct 2019
Response from Celine T on Oct 5, 2019
Dear TW, Thank you so much for your lovely feedback. I am pleased to read that the team made you feel welcome and at home during this special occasion. Kind Regards.

10/10 Excellent

Verified traveler

Stayed 3 nights in Sep 2019
Response from Celine T on Oct 2, 2019
Dear Anonymous, Thank you for your feedback. Regards.

4/10 Poor

Lais

Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities, room comfort
not comfortable
It wasn’t the most comfortable room. The bathroom was dirty and we ran out of water as we were about to leave.
Stayed 2 nights in Sep 2019
Response from Celine T on Sep 27, 2019
Dear Lais, Thank you for your feedback. Regards