St Pancras Renaissance Hotel London  

Lovely staff. Great location. Bustling, atmospheric bar.Fabulous pillows!

Lack of clear signage around the hotel. Having to walk through reception in my robe to get to the pool...

Location, design, comfort

One staff members ability to handle a guest complaint - Problem was resolved promptly once understood

The bed was comfortable. The bathroom well-appointed. We received our early morning wake-up call on time but the wrong paper was delivered to our room. Portering staff were helpful but hung about too obviously for their tip.

The firniture in the room was heavily chipped. The breakfast in the very draughty and uncomfortable Booking Office restaurant was not of the quality you would expect in a five star hotel. Burnt toast; cold 'hot' food; indifferent staff. Terrible tea: the worst breakfast tea we've had anywhere in the world.

Using spa while a guest

Staff on hand to direct but got confused re lifts to spa!

Spectacular public spaces, wonderful architecture, pleasant helpful staff

We stayed in a Barlow room on the fifth floor, there were 2 small lifts serving seven floors which meant repeated long waits for the lifts with the lifts arriving already full and the view from the room was of grey slate roof as far as you could see. The public areas were busy with the atmosphere of a railway station with people sitting around, waiting with suitcases. After the spectacular reception area on arrival at the bedroom you were instantly reminded that you were still staying in a Marriott hotel.

The ambiance is unique and sentimental for me. The staff are amazing and the food likewise. I know of nowhere else with an English red wine on its list!

Having to leave

Staff was incredible... The hotel was absolutely beautiful ! There was nothing but 5 star service given!

Nothing!

Our bedroom looked out on to a very close brick wall - not very exciting.

The Bed was the best I have ever slept on! Ease of access to the station

The room was cold, but this was dealt with very speedily and to my complete satisfaction.

The hotels history, decor, service & general nice feeling.

Surrounding area not very nice.

Love the bed

Each time I have been they only give us one towel, when I have asked why they say its because I didn't tick 2people in the room, but make sure I definitely do, I think there is a problem with the online booking system, also we were put in a disabled room, my favourite part of staying in a hotel is the relaxing bath in the morning, they should make it clear when you book as we were just told on arrival.

Price of food and beverage

I ordered 4 very simple drinks to one of our rooms, it took over 45minutes and 3 phone calls to at first get the drinks order clear, then it was cut off, then a call back from the staff to ask if it was singles or doubles. Baileys and amaretto weren't on the room menu, both very simple drinks and the staff member had to check it was okay for us to have these drinks. Then I have to pay £4 tray service and an extra few pound for the fact they bring the drinks to the room! Getting milk or tea bags delivered to the room the next morning was a long wait. My room key did not work at 2am in the morning and I had to call reception to bring me another one, which I then had to wait a long time for. Then in the morning the key didn't work. On check out the receptionist said if you out the key card near an iPhone it won't work, well I didn't have my phone on me as I was a bridesmaid at my sisters wedding and my friend doesn't even have an iPhone. On the morning of my sisters wedding I asked for 6 champage glasses, no champagne just the glasses. To which the staff member said ok you want 6 glasses of champagne and I said no, 6 champagne glasses, to which she said yes that's what I said! I reiterated 6 empty glasses..... When you pay over £280 a night you expect you key to work. You expect to be able to have a baileys in your room, which a standard is 2 shots and It arrived one shot no ice. I am so disappointed, this hotel looks beautiful and is classed as a top hotel. I have stayed in far better around the world, the staff were a huge let down. My sister and her husband spent their wedding night in a suite, they and far better treatment and getting a porter to collect belongings from my room to send to theirs, happened in a flash. All the guests should be treated the same.

bedroom quality good and very nice old building with refurbished features

the bedrooms are divided into 2 areas - the new wing requires everyone to walk past the kitchen wash up to get to the lifts - the burst of old food smell and noise was not pleasant.

excellent

It was all good

Loved the ambians of the hotel. Room was excellant. Staff very helpful. Meal in Gilbert Scott restaurant was lovely.

Booking Hall bar and restaurant too noisy

The hotel itself is the star of the show...beautiful restoration.....it is like walking around a film set! Spa area is nice ...we swam early in the morning and had the pool to ourselves...but it IS small! Breakfast was included in our stay and it was fab! Great ambience and relaxing area to sit/eat...also lovely selection of food to choose from.

The architecture Choice of restaurants Facilities Staff Location

The Location. The design. The Betjeman's Arms next door.

Breakfast.

As an overnight stay ready for Eurostar the venue was ideal.

My son and daughter treated us to supper in the restaurant. The food and service were very good, but I was disappointed that a 12.5% service charge was added automatically - surely it is the diner's choice whether to give a service tip and at what percent - 10% is given as a rule - on top of that there was also a 3% cover charge - cover for what? Be honest and charge a little extra for dishes rather than taking it in this way. Had I been the bill payer that night I would have asked these questions - as it was I left it but felt very indignant.

lovely hotel, friendly staff, great location.

the lighting is a bit low in the bedroom and the receptionist forgot to tell us you have to use your room key to operate the lift.

The sympathetic restoration of the hotel. The very impressive Grand Staircase. The quietness of the bedroom corridors.

The very expensive prices. Two drinks-Pyms No.1 And a pint - £18.64. Breakfast (although included) - £26. This was a one off visit-for my wife's birthday. We cannot afford to do it again!

Spa is excellent, architecture is amazing as is the restoration.

Room service quality

The building and it's refurb.

The room did not have the wow factor I would have expected for the price.