theritzlondon.com

Poor room food, poor service.

Great location. Our transport arrived in London quite early at 6.30am on a Saturday morning. We had a baby and were really tired. We arrived at the hotel sometime after 7am, they did say they would take our bags but I thought they would say can we get you a coffee or something.....nope...We had one meal in the restaurant which was nice. However they couldn’t fit us in for ANY sitting of afternoon tea or dinner. Is it me being old fashioned or am I expecting to much to get food at the hotel I’m actually staying at? They would and did serve dinner in our room. The food was cold and bread was so hard you could literally bang nails with it. We complained and heard.....NOTHING....our baby got a free glass of milk wooo hooo....a whole glass of milk..! (Our baby at this point couldn’t drink cows milk).The view from the room wasn’t great, it was over to the buildings on other side of the road. The room itself was nice, a suite with lots of amenities even a mobile phone to use. We asked for lattes to come up to the room these weren’t hot either and very expensive (comparatively then add a tip and it becomes very expensive for the small cup you get) ....so my wife stayed in the room and ordered a latte and I went to Costa down the road. My Costa was bigger, quicker, hotter and cheaper...just I had to walk to get it...! We got Costas from then. I guess having stayed in other nice hotels we thought this might be similar but it isn’t. We were really surprised at the bad service. No one did anything about our cold food. The staff were always nice but there was never that good service you expect, just that extra thing lacking. I’d expect on checking in someone to say have you come far can we get you a coffee. Or we will see if we can get you an early check in. Especially as it was very quiet. Strangely on check out when it was extremely busy the staff were very chatty to the point of being annoying when stood in a queue...Disappointed.

Date of experience: Feb 03, 2020