Is royalgardenhotel.co.uk Legit?

Absolutely loved my stay, celebrating my 50th birthday. The room was overlooking the gardens which was beautiful and the room felt airy, luxurious and it was really comfortable. Renata on customer service was brilliant, a big thank you to her for arranging everything to make it a very special weekend for me.

Lovely Hotel & Location.Shame about the refund policy for incidentals.Stayed 2 nights and took £100 straight from my card on account.Takes 4 to 6 working days to get your money back.Poor customer service

On arrival at reception there was only one member of staff on duty. He was dealing with another guest which is fair enough, but I was ignored - not even “I’ll be with you in a second” gesture. Customer awareness - zero. I had to get to a meeting, so left my luggage and said I would check-in later.When I returned, I checked-in and asked for my suitcase. I was told it would be sent up to my room. I was heading into the West End so needed my case. 15 minutes passed by, 30 minutes, 45 minutes… no suitcase. I had to chase reception. Concierge service - zero. The room was okay. A good view out over Kensington Gardens. However there was what looked like a cigarette burn on the base of the desk lamp, a slightly limescale clogged shower head and some of the TV services didn’t work. Room - 2 out of 5.In the evening I ordered some room service - a club sandwich which was dry and tasteless. Room service food - zero. When I went to check-out, there was only one member of staff on reception - it was the same guy - as in check-in attempt #1. Again he was dealing with another guest, again I was initially ignored so I waited, and waited. Waited and ignored that is until I asked if he could call for assistance. He dived into the back office. I waited again and again… he dived into the back office again, someone came out went to his computer terminal but did absolutely nothing to assist. During this time, there was what looked like several management types / senior members of staff standing around in the lobby doing exactly the same - nothing. It was only when I started to kick up a fuss (which shouldn’t have had to be the case and asked reception guy if the Royal Garden Hotel was really a five star hotel) did the duty manager (AT) appear.To his credit, the duty manager listened to my issues, organised my check-out and comped my room service. He gave me his card and said that if I did decide to stay at the hotel again, to let him know.The day after, RGH sent me a feedback survey, asking me about my stay which I completed detailing the issues I had experienced. A few days later, I received a reply from the assistant reception manager (JT) who apologised for the issues I experienced and, much like the duty manager, said “We hope to welcome you back to experience a much warmer and complete stay. If you do decide to stay with us please contact me… and I will ensure that you are looked after”.I will be in Kensington High Street in early September, so on 13 August I emailed the assistant reception manager, who only 3 months ago wanted to … “… welcome [me] back to experience a much warmer and complete stay”. It’s now 18 August, and no reply has been received. The email account was active as no ‘message failure’ notification was received.Given the lack of response, on 14 August I sent the Duty manager who gave me his card an email. The following day (15 August), I received an ‘Out of Office Reply’ (which seemed strange given they are usually instantaneous and don’t take 24 hours to arrive) saying that he would be back in the office on Saturday 18 August. Saturday came and went and I still have had no reply.The Royal Garden Hotel is not a “Luxury 5 Star Hotel” - far from it in my experience - as it lacks the finer detail and the management and leadership that comes with it.When things go wrong and the management offer to make amends - it appears to be nothing more than a lie. Why should you expect your staff to go the extra mile, if you couldn’t care less about it yourself. If it wasn’t for the views overlooking Kensington Gardens - and that’s just some of the rooms on the upper floors at the back - I’d say it would be on par with a glorified Premier Inn.

Our first time at this hotel, great location, good service and well priced.

its all gone pete tong at the garden.!after years of using the hotel as a company the change of management a few years back and the disaster change in F&B staff, doormen and the horrific breakfast area farce has left this a shadow of its former self and thats putting it lightly,- from the breakfast staff laughing and sniggering at my wife for politely complaining and then the duty manager having a great humerous debate at our expense in eyesight of us i sought out the general manageress rather than educate them myself, the manageress did little to convince me the team werent useless or at all accountable but said "call me" youve been a great client we will look after you next time....."i dont think so" , on leaving to get my car from the hotels underground carpark which they organised i found that a caustic acid had dripped for two days from the ceiling all over the car causing £3,000 worth of damage , of course back i go again and guess what, the car park isnt theirs anymore and they said its nothing to do with them but i can take it up with GOD in the local chapel as thats the nearest i would come to anyone being available to talk to me in my hour of need, (that bit wasnt true) once again we must have spent tens of thousands at that hotel over 20 years and i can tell you it means nothing and they totally dont care , do yourself a favour "first" dont ever park in that car park youre better off selling your car for 3k less before you go and spending the money on oysters and champagne at bentleys , youd be a lot happier and second stay somewhere else until the hotel is sold to a company who knows how to train people , shows loyalty to its staff and clients and generally knows how to run hotels because the people they had who did are gone.!ive ticked the box for the hotel to know , they can check my records theres plenty of them , dont bother calling me , i wouldnt stay there again if i had a free season ticket and a rolls royce pick up from the station.