The Royal Horseguards Hotel, London

Felt like a real treat

10.0

How friendly , attentive and helpful the staff were

Guest review

7.0

Location, spacious room.

− Unfortunately, this was not an isolated experience. I encountered the same issues last year, when I had booked and paid several thousand euros for a room at this hotel, only to discover upon arrival that the room I had paid for was not available. I raised the matter with reception and, following my request, dealt with the hotel’s female manager. What should have been a straightforward resolution turned into a day and a half of unnecessary inconvenience. Rather than taking responsibility for a problem caused by the hotel, the manager’s attitude made it feel as though I was somehow responsible for the situation. Her manner was confrontational, and she even raised her voice during the discussion. I was told that the replacement room would be prioritised and prepared early the following day. However, no one appeared to have been properly informed. I ended up waiting in the lobby for four hours, only to discover, when I returned to reception to ask for an update, that the necessary arrangements had not been communicated. The response I received was essentially that nothing could be done to help me. To be clear, accommodating this situation was not a favour the hotel did for me. I was the one who had paid for a specific room and was then expected to absorb the inconvenience of a problem that was entirely the hotel’s responsibility. A separate but equally concerning issue involved housekeeping. I observed a member of staff cleaning the room while wearing the same glove throughout the process. With that glove, she emptied the bathroom and bedroom bins, handled clean towels, and rinsed my used tea cup with water alone, without soap, before drying it with a towel that had already been used and returning it to its place. She then continued cleaning with the same glove. Cleanliness is not simply about a room looking tidy. It also requires appropriate hygiene practices and proper attention to detail.

Guest review

6.0

Bardzo dobra lokalizacja.

− Pokoje podstawowe nie mają widoku z okna, które jest zasłonięte folią, powinna być o tym czytelna informacja przy zamówieniu. Hotel nie udostępnił możliwości zmiany pokoju na lepszy.

Excellent.

9.0

Superb staff!

− -

Beautiful hotel in unbeatable location.

9.0

The location is unbeatable and the hotel is beautiful. Ahmed, who took our luggage to the room was very friendly and helpful, explaining how everything worked. All staff was nice and welcoming. The room and bathroom (we stayed in the basic room with no view) were very large and comfortable. Nice having the Nespresso machine and fridge with snacks and beverages.

− The carpet was worn out and stained in some parts.

A perfect spot to call home for a few days while visiting London.

10.0

Great history, Close to many famous landmarks, exceptional greeters. Pervez, Million and Aidarus were very attentive and always full of energy! Made us felt welcomed.

− Older historical section segregated from the modern lobby.