Park Plaza London Riverbank

Cleanliness is next to godliness they say. Our suite was immaculate ! The facilities were excellent .

We stayed at Park Plaza Riverbank London for three nights with our toddler. Unfortunately, despite a few thoughtful touches, our overall experience was extremely disappointing, particularly because of the poor housekeeping and the way our concerns were handled by management. On a positive note, the hotel provided a crib for our toddler, which we appreciated, and they kindly sent a birthday cake to our room for my birthday. These were lovely gestures and genuinely appreciated. Unfortunately, the positives were overshadowed by what happened during the rest of our stay. On our second day, our room was not cleaned at all. On the third day, before leaving for the day, we put the “Make My Room” sign on the door. We were out for approximately seven hours. When we returned, the room had still not been cleaned. The room was also extremely warm because the air conditioning was not working properly, and there was a noticeable smell of rubbish/bins. I contacted reception and asked for the room to be cleaned and for toilet rolls to be brought up, as we had completely run out. Someone was sent to the room, but instead of cleaning it, they simply handed my husband some towels and toilet rolls and left. I called reception again and was then told that housekeeping could not clean the room unless we left. I explained that I was pregnant, travelling with a toddler, and had already spent a long day out. I asked where we were realistically expected to go while they cleaned the room. The response was simply to “go anywhere.” This was an incredibly poor response. We were paying guests who had already been out of the room for around seven hours. Expecting us to leave again, particularly when travelling with a young child and while pregnant, rather than simply arranging for the room to be cleaned was extremely unreasonable. Eventually, someone was sent to clean the room and remove the rubbish and used plates. Someone also came to look at the air conditioning, but it continued to switch off throughout the night, meaning the room remained uncomfortably warm. Unfortunately, the situation became even more frustrating when my husband spoke to the manager. Rather than apologising and taking responsibility for the fact that the room had not been serviced, the manager suggested that the “Make My Room” sign must not have been on the door and commented that they do not “check every five minutes.” This was completely beside the point. Nobody was expecting staff to check every five minutes. We had left the sign on the door and had been away for approximately seven hours. The appropriate response would have been to acknowledge the issue and apologise, not imply that the guest was mistaken or lying. The manager then said they would check the following day whether the sign had actually been on the door. The way this was handled left my husband feeling as though he was being challenged to prove that he was telling the truth, rather than having a genuine complaint listened to and resolved professionally. Hotels inevitably have things go wrong from time to time. What separates a good hotel from a poor one is how those problems are handled. Unfortunately, Park Plaza Riverbank failed on both the housekeeping itself and, more importantly, the customer service afterwards. A room not being cleaned once could be an oversight. Running out of toilet paper, having a room smelling of rubbish, having faulty air conditioning and then being told to leave the room so housekeeping could clean it — after we had already been out all day — is a different matter. We chose Park Plaza expecting a comfortable and professional experience, particularly as we were travelling with our toddler. Instead, we spent part of our stay chasing housekeeping, dealing with a faulty air conditioning system and, ultimately, feeling as though our concerns were being questioned rather than addressed. The crib and birthday cake were thoughtful and appreciated, but unfortunately they do not compe

A really lovely up market hotel. Great location, close to Vauxall station to get around the entire city.

Two beds pushed together with one big quilt are NOT the twin beds which were booked. They did separate them after I told them but the man who came to see was not happy. The bath had a long black hair in it and the floor was not hoovered. I told them at reception, but when we checked out two days later they were still there. I left my magnifying mirror on the hotel mirror, by mistake obviously. I telephoned first thing the next morning (the hotel does not accept calls after 6 pm apparently, we tried to contact them as soon as we got home). I asked to arrange for me to pick it up when next in London. They told me they did not find it. SOMEONE did, so either they threw it away or stole it. An apology if someone did throw it away would have been acceptable, but I was told it was not there!! This was upsetting as were they saying I made it up? We were celebrating an anniversary. OAPS we may be, but we are not stupid, it was insulting. I have stayed at *** hotels all over the world. Never again. The others in London have been great, but this one is very poor. The reception, luggage staff and door staff did them credit. I will not read any response from this hotel as clearly they will reiterate what has already been said.