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Reviews (7,623)
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Reviewed November 29, 2017

Once again this year we visited London and once again we choose the Melia White House as our preferred hotel, for the 5th time...

As in previous years the hotel did not dissapoint, first class service from the moment we checked-in to the moment we checked-out. Rooms very comfortable and very clean and furnished to a high standard, breakfast (we chose to have breakfast in The Level) provided great quality and excellent variety.

Whilst reviewing the breakfast service in The Level, I would like to comment on an unfortunate incident one morning casued by a Spanish guest, who 'insisted' that the Maitre (Fabian) made him a triple expresso coffee, complained about the service, and then proceeded to insult him, treating him like his personal slave. This guest had no education nor respect for any of the employees, and was completely out of order. Our special thanks go to Fabian, not only for his services provided during our stay but above all for his professionalism during this unfortunate incident.

We would like to thank all the staff of the Melia White House, and in particular Noelia the Customer Services Manager and her team, for once again affording us a wonderful and confortable stay during our visit to London.

  • Stayed: November 2017, travelled as a couple
    • Location
    • Cleanliness
    • Service
Thank Carl R
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Melia W, Guest Relations Manager at Melia White House, responded to this reviewResponded November 30, 2017

Dear Carl R,

Thank you every so much for your amazing review.

We cannot be happier to read your kind comments and confirm that if it is your fifth time staying with us and you have always lived a 5 stars experience. We are absolutely delighted to know that you consider our service to be first class at all times and enjoyed our tasty and varied breakfast at our exclusive Level lounge.

On the other hand, we are sorry that you experienced a negative situation due to the other guest complaining, as per your comments. However, we are very glad that you considered Fabian's response to be very professional. Likewise, we do appreciate your comments about our Guest Experience manager, Noelia Castillo, who is very happy to know that you had a very satisfying stay with us.

Thank you once again for sharing your wonderful feedback with us and we look forward to welcoming you back.

Kindest regards,
Guest Experience team

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed November 28, 2017

This hotel is ideally located close to Regents Park, shopping centres and tube stations. The hotel public areas and rooms were immaculate and the service in every department outstanding - we were even given a free upgrade on arrival.

  • Stayed: November 2017, travelled as a couple
    • Location
    • Cleanliness
    • Service
Thank David T
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Melia W, Guest Relations Manager at Melia White House, responded to this reviewResponded November 30, 2017

Dear David T,

Thank you so much for your wonderful review!

We are delighted to read that your stay could not be any better and our service exceeded your expectations. We are really happy to know that you enjoyed your complimentary upgrade and our facilities. At Mellia we aim to create unforgettable experiences for our guests and we are glad that this is your case.

Likewise, we are proud to read that you found our location to be very convenient for you. We are indeed very close to key points of interest and we love to have the beautiful Regent´s Park just around the corner. For future visits, we recommend you to contact our Guest Experience team, we will give some interesting suggestions and will help you to book your activities in the city!

We look forward to welcoming you back.

Kindest regards,
Guest Experience team

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Reviewed November 26, 2017 via mobile

Visited as a couple in a coach party. A great hotel and we enjoyed our stay.

All the staff we met were friendly and attentive

Our bedroom and bathroom were spotlessly clean as was the rest of the hotel.

Our bed was huge and comfortable and just right in goldilocks terms for firmness.

Great selection at breakfast and all the food was cooked well and tasted good. We breakfasted at 8 and it was very busy. As a couple we got a table easily but larger groups were queuing to be seated.

My only let down and the reason for lack of a star was our table at breakfast had an uneven leg and rocked as we ate our breakfast.

A small wobble to an otherwise excellent hotel.

Location could not be better and only minutes walk from great portland street and / or regents park tube stations.

Stayed: November 2017, travelled as a couple
Thank matt p
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Melia W, Guest Relations Manager at Melia White House, responded to this reviewResponded November 27, 2017

Dear matt p,

Thank you very much for your review.

We are glad to read that you had a satisfying experience overall and found our staff, bed and cleanliness to impress you the most. We are also happy to read that you liked our location and varied buffet breakfast. However, we are sorry you could have a perfect breakfast experience since the restaurant was busy and the issue with your table. Please accept our sincere apologies for the inconveniences caused. Your feedback has been shared with the department involved in order to improve our service and offer you an excellence experience on your future visit.

To complete your experience, we recommend you to try our award-winning Spanish restaurant L' Albufera which offers a fine-dining experience in a relaxed atmosphere; it will definitely an evening to remember.

We look forward to welcoming you back.

Kindest regards,
Guest Experience team

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Reviewed November 26, 2017 via mobile

We have booked the room for 3 guests and I arrived earlier in the morning while my other friend is supposed to check in later in the evening. When I asked for possible early check-in, the reception girl told me that they did not have any triple room available but they have junior suite room available. I have agreed to pay another extra charge on top of the extra triple room charges we have agreed. Despite that, they asked me to wait for 1.5 hours to just get in to this junior suite room though they told me this room was already available and that I agreed to pay extra charges for early check-in.

Later on when we found out that the third guests will not be checking in after 3 days later, we have asked the reception to credit back the extra charge for the 3rd guest since our friend will not be coming anyway till after 3 days later. These extra charges are already inclusive of extra bed and breakfast for the 3rd person. The hotel refused to credit back these extra charges for the 3rd guest for the first 2 nights and we cannot imagine such an international good reputable name could allow their employees to charge the extra amount for which the guests do not use or consume. Aren’t they supposed to make money for their best hospitality and not on the account to rip their customers?

This will be our first and definitely last experience to stay in this hotel. Obviously, international reputable name like Melia Hotel does not really necessary give the guaranty that excellent service is delivered to all their guests. We will be more careful in future in selecting Melia Hotel in future, for sure.



Stayed: November 2017, travelled on business
Thank Ria900
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Melia W, Guest Relations Manager at Melia White House, responded to this reviewResponded November 28, 2017

Dear Ria900,

Thank you for taking the time to share your feedback with us.

We are very sorry that you felt disappointed about your experience with us. With regard to the check-in, as per our terms and conditions, check-in is only guaranteed from 3pm. When a guests arrives earlier, we do our best to honour the early check-in request, but this is not always possible as it is subject to availability. Therefore, our front desk team offer if possible the possibility to have an upgrade to the next room category that is ready to enter or that it will be available in a short time.This is the reason why the receptionist offered you a Junior Suite and access to our private lounge so you could wait comfortably while enjoying some of our complimentary snacks and coffee.

Concerning your booking upgrade for three people, please be informed that, according to your request, our reservations department amended the booking to a family room and advised about the extra cost, which refers to the room category upgrade and not to the third guest. We are very sorry if there was a misunderstanding and you got a bad impression. Please accept our apologies for the inconveniences caused. Should you have any further enquiries, please do not hesitate to contact us, we remain at your entire disposal.

We truly hope we can recover your trust in our hotel and have the chance to welcome you back. Should your plans bring you back to London, please contact our Guest Experience prior to your arrival outlining any special request you may have.

Kindest regards,
Guest Experience team

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Reviewed November 25, 2017

Hotel is in a great location. Staff was friendly.
My room was clean and quiet. Breakfast was great! Worth visiting the hotel bar.
So to in the room did not have very good reception
Value for money: good

  • Stayed: November 2017, travelled on business
    • Rooms
    • Cleanliness
    • Service
Thank GEORGEF1983
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Melia W, Guest Relations Manager at Melia White House, responded to this reviewResponded November 27, 2017

Dear GEORGEF1983,

Thank you for your review.

We are glad to read that you had a lovely stay at Melia White House and found our staff to be very friendly and your room very comfortable and clean. We are also delighted to read that you enjoyed your breakfast experience but above all your time at our cocktail bar Dry Martini. In the bar, our talented mixologists create fantastic cocktails and drinks that you can enjoy alongside with a wide selection of bites, including the high-quality Scottish salmon from world-renowned H.Forman and Son. For future visits, we recommend you the Salmon Sharing Platter, it is a must-try!

We look forward to welcoming you back.

Kindest regards,
Guest Experience team

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