Grand Royale London Hyde Park Reviews

Response from Property: Dear Ng,Thank you for taking the time to leave a review about your recent stay in our Deluxe Double Room (February 2024). We appreciate your honest feedback, especially regarding the room size.We're happy to hear you loved the unbeatable location (4/5 surroundings) and found our staff friendly and helpful (5/5 service and cleanliness).You're absolutely right; the Deluxe Double Room, while comfortable for solo travelers or couples, can feel small for two people with luggage. We understand this might not have been ideal for your stay, and we apologize for any inconvenience it caused.To ensure a more comfortable experience for future stays, especially when traveling with family, we recommend considering our larger rooms like the Comfortable Double Room or the Family Room. These rooms offer more space and amenities to suit your needs.We appreciate you bringing this to our attention. It helps us ensure guests are well-informed when choosing a room type for their stay.Thank you again for your feedback, Ng. We look forward to welcoming you back and providing a room that perfectly fits your needs!Sincerely,Xavier Gomes

Response from Property: Dear SAWARIN,Thank you for leaving a review about your stay at our hotel in February 2024. We sincerely apologize for the confusion and frustration caused by the checkout time discrepancy (2.7 overall rating).We understand your disappointment, especially regarding the service (1/5 rating). Our standard check-out time is indeed 12:00 pm, and you are absolutely correct that you should have been informed during check-in. It appears there was a miscommunication, and we deeply regret any inconvenience it caused, particularly the unexpected call you received about leaving early.We strive to provide a clear and consistent experience for all our guests, and we take your feedback about the service lapse seriously. We will be using your experience as a training opportunity to ensure all staff communicate check-out times accurately during check-in.The positive aspects of your review (4/5 for surroundings and 3/5 for amenities and cleanliness) do let us know that you found other aspects of the hotel enjoyable.In an effort to regain your trust, we would like to offer you a upgrade on your next stay with us. Additionally, we would like to ensure you have a seamless experience by guaranteeing a late check-out (subject to availability) at your preferred time.We hope this demonstrates our commitment to improvement. We look forward to welcoming you back and providing a much better experience next time.Sincerely,Xavier Gomes