St. Pancras Renaissance Hotel London

Hi There, Thank you for your quick response. I am writing to formally express my dissatisfaction with my recent stay at the Renaissance Hotel in King’s Cross Central London on [insert date]. I booked a Grand Junior King Suite with Chambers Club access, at a cost of £620 for one night, expecting a premium experience. Unfortunately, the reality fell far short of expectations, and I am compelled to outline the numerous issues I encountered during my stay. (Please, note, this is our 3 rd visit and did not have this experience before, we had lovely rooms and great staff, I have no idea how it has gone downhill so rapidly.)Room Misrepresentation:The room provided was not a suite but a standard room at best. Upon raising this concern with the reception, I was shown two alternative rooms, both of which were even worse. After an hour of viewing rooms, I had no option but to return to the original room due to a pending engagement. The room had steps up to the door as well as steps down into it which is very problematic with luggage. Unfulfilled Promises:The receptionist apologized to us e and promised to send a bottle of champagne to my room as a gesture of goodwill. This never arrived.Service Failures:The Wi-Fi in the room did not work, severely impacting my ability to work.The breakfast buffet was cold, and the selection was poor, falling far below the standards one would expect for the price paid. We had paid extra for Chambers Club.I ordered ice from room service, which never arrived despite following up. The second order had to be chased numerous times despite the gentleman at breakfast saying he would ensure it was sent straight after. (after he'd checked the buffet and confirmed the food was cold and offered us freshly cooked items - which we declined as we had to got to work)The front-of-house staff appeared disinterested and unhelpful, showing a lack of professionalism and care throughout my stay.Given the significant cost of the stay and the numerous failures outlined above, I feel I have not received the level of service promised or expected. I kindly request appropriate compensation for the distress and inconvenience caused by the substandard experience, including the misrepresentation of the room, service failures, and unfulfilled promises.I trust that the Renaissance Hotel values its reputation and will address these issues promptly and fairly. Please respond within [reasonable timeframe, e.g., 7 working days] to confirm the steps you will take to resolve this matter.

From the moment we arrived, we were captivated by the stunning architecture and the grandeur of the building. The staff were incredibly welcoming and attentive. We had a very nice size room, with huge windows where we could look out over the trains. Our room was beautifully decorated, blending modern with classic. The location is perfect for exploring Long, with easy access to King's Cross Station. Although our stay was brief, we wished we could have stayed longer. Highly recommend for anyone looking for luxurious Marriott property. We are already planning a return trip to stay at this property!

Really shockingly bad. My room was filthy. As you can see from the photo, I stepped into the bathroom, turned the vanity kit, and it was ALREADY ripped open by the previous guest. This means housekeeping didn't even check if amenities had been used. What else did they fail to check?! The coffee machine was covered in gunk, and there were zero coffee pods. I rang down to request them and staff acted like it was ME who forgot. I had to remind them "there were no coffee pods to begin with. Doesn't seem like my room was even serviced?" The internet didn't connect. Front desk had me connected to their internet service provider. I'm sorry but at a five star hotel I shouldn't be trying to fix your internet. I needed a phone charger. At most 5 star hotels you can easily borrow one. I was told to PURCHASE one. How accommodating! The outside noise made it hard to sleep with police sirens. The spa was so old (look at the pic of the entrance...hardly LUXURY) and it was wet both days I went - I had to go twice because the first time it was packed with bodies I couldn't get a chair. So I tried again the next day. Not good. I feel like I just stayed at a cheap Marriott courtyard MOTEL. It's a shame as the outside of the building is pretty. Best to stay outside - the inside is HORRIFIC.

Extremely disappointing and certainly is not deserving of 5 stars. Dim, dingy and dark: improve your lighting. We paid extra for access to the Chambers Club what a mistake. Breakfast there was a farce: they ran out of food while waiting for plates. Similarly mugs for beverages. The food was awful: overcooked sausages with plastic skin. As for afternoon tea: two scones and one type of cake do not merit being called afternoon tea. Overall quite depressing and other than the location has nothing going for it.

I was disappointed my this hotel and would not stay here again. Pros: - Pretty building - Nice breakfast space - Excellent location next to King’s Cross tube station Cons: - Service is not great. I called ahead of time to add my Marriott number and request a baby crib in the room, but neither was done. Annoying but not the end of the world. The shower let water out of the shower and literally filled the bathroom with water every day, but housekeeping didn’t seem interested in telling maintenance. The shampoo bottle was broken and I had to ask the front desk *four times* over two days for this to be replaced and kept receiving recurrences that it would be handled. It wasn’t, and ultimately I had to locate a housekeeper myself who in turn blamed the front desk. Really unprofessional all around. - Mattress was in poor condition, completely flattened on one side and uncomfortable to sleep on. - The dishwasher for the main restaurant opens to the main hallway from the rooms to the lobby, which means the hallway is filled with a horrendous smell.