Having stayed at numerous top class hotels, I found this to be seriously lacking.
The location couldn't be better for a night in the west end for shows, etc, and the decor is very funky and great fun - however the service was very very mixed, and frankly offensive at points.
On arrival I was made to wait for a good twenty minutes to check in - there were only 2 people ahead of me but the staff were painfully slow.
Having been out in the evening we returned and wanted some drinks in the bar. Initially we were given a ridiculously small table for 4 of us, and offered pathetic little stools to sit on, but then were moved once a better table became available. Admittedly the bar was busy, so this couldn't really be avoided but it was done without an apology and we all knew the celebrities sat in the corner wouldn't have been treated the same way!
Having called ahead twice to inform the hotel that I am gluten intolerant and so they would need to let their kitchen know for breakfast, I was frankly amazed at what happened atbreakfast. Having explained on arrival to the waiter that I was gluten intolerant I asked for some gluten free toast, and was then sent back by the chef apparently to ask if I can eat butter. Gluten intolerancy might not be common, but I would expect a chef in a five star hotel to know it is in wheat and not in dairy products. Having explained to the waiter what gluten is and that eating it can make me ill, I was then informed that there was no alternative to be provided to the normal breakfast menu (all of which was gluten-containing). Upon asking to speak to a more senior member of staff I received an apology and some gluten free french toast eventually, but was left feeling slightly concerned as to whether it was indeed gluten free or not!
It wasn't only myself that had problems at breakfast - my Dad's eggs benedict had to be sent back as it was cold, and his girlfriend gave up trying to request cheese in her omelette after the waiter misheard it as toast for a third time...
After breakfast my family left and I remained in the room a little longer. After approximately an hour, as I was getting out of the shower, housekeeping let themselves into the room without so much as a knock. Having heard my shriek they left again, but I then received a rather abrupt phonecall from reception demanding that I identify myself - they had apparently thought the room had been vacated (despite the fact that i still had both room keys in the room) and were basically accusing me of some form of squatting.
When I left the hotel I did receive an apology for the interruptions to my morning and the accusatory phone call, and I was assured that the kitchen staff would be spoken to regarding their knowledge of common food allergies/intolerances, but I was still left feeling that the hotel takes its 5 star status for granted now, and has rather stopped putting in much effort unless you are currently in Heat magazine.
- Official Description (provided by the hotel):
- Located in the bustling Theatre district in London’s Covent Garden, St Martins Lane is a dramatic and daring evolution on English luxury. This boutique hotel retains all the youthful, unexpected charm of a London hideaway, at the very heart of the art-loving, energetic West End. St Martins Lane is truly a hidden gem – a newly renovated lobby welcomes guests into high-concept design with the sophistication of a modern museum and the joy of a carnival light show. The soaring and theatrical space, a reinterpretation of Philippe Starck’s original lobby, plays with colour, proportion, and movement in a way that energises every guest and inspires active self-expression for the duration of the stay. Guests can begin their journey in the Den, a modern gathering place and decompression zone. Situated just off the lobby, the Den is the perfect place to enjoy Afternoon Tea, play a game of backgammon or sip on a Gin & Tonic. The decor is warm and sophisticated with a tongue-in-cheek British flair – even the art on the walls is irreverent, animating the space with larger-than-life portraits and visual puns. Embrace the journey with a striking new look from London’s finest hairdressers at the neighbouring Jones & Payne salon. Luxurious treatments and innovative vision make this salon a place of new beginnings and creative expression. At night, guests will find a hidden entrance to Blind Spot, an innovative cocktail bar, behind the tea counter’s posh facade. Blind Spot is a golden cocktail sanctuary designed like a modern hunting lodge and inspired by the colours and aromas of exotic tea leaves. Light and colour continue to enhance the guest experience in every corner of St Martins Lane - interactive light displays brighten each room, transforming them into spaces of youthful excitement and changing mosaics of colour. Special garden rooms offer private patios and floor-to-ceiling windows that invite the vibrancy of the city into every room. At the newly renovated Asia de Cuba, concept chef Luis Pous joins restaurateur Jeffrey Chodorow to offer a dynamic Latin-Asian fusion menu in an inspiring space. Guests can explore all the unpredictable delights of London and end the day with an invigorating workout at Gymbox Covent Garden, London’s most unorthodox fitness experience. ... more less
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- Also Known As:
- St Martins Lane London Hotel London
- Hotel St Martins Lane