St. Pancras Renaissance Hotel London

Excellent service and staff at reception desk. Rooms nice and spacious, though a tad bit dated and not optimally clean, as one would expect from a 5*. Food options were great, and so too were the drinks. Service hit and miss in the Hansom but excellent in the Booking Office. Overall, a nice experience, but there is some scope for improvement.

A great hotel in a central location. The hotel was perfect for using the underground or railroad. The quality of Marriott was there. We loved the beds and blackout curtains in the rooms. A family of 4 stayed in one room and it felt comfortable.

A 3 night stay with my lovely wife. First the good bit. Pretty much all of the staff were polite, helpful, and friendly. Bravo for this. Night 1 was, however... interesting. Firstly, shall we mention the mouse that was running back and forth in the foyer bar (side note: my wife thought it was a big mouse, personally I saw a small rat). The manager explained that they knew about it, and were working on the problem. Wow. Next was the medium rare steak that arrived well done and cold. It had clearly been resting on the 'pass' for so long it had not only cooked on, but gone cold. It was replaced with a decent (hot!) meal with a long explanation about it being a fresh steak, here we brought you some more complimentary fries, and they always serve quickly bla bla, but this isn't really the standard I would expect. As it happens, my wife's meal was cool as well, but not to the point of being inedible. Day 2 saw our room uncleaned until after 6pm, when we went to reception and demanded some service. Someone turned up an hour or so later, and was clearly very unhappy at having to be there. The last day was equally surprising. My wife dropped an item, and I had to go searching under the bed for it. The only word I can use is DISGUSTING. There was an empty bottle, pieces of paper, and various other bits of rubbish. Unbelievable that a hotel of this so-called standard can let that happen. We brought all of the above to the attention of reception, and sadly received the expected platitudes. Is anything likely to be done to change the institutional processes? Of course not - its all about the bottom line. We were going to stay at The Savoy, but this hotel was more convenient for our activities in London so we decided to give it a try. Big mistake.

Our family has stayed at this hotel on numerous occasions in the Chamber suites, only for the convenient location as the rooms are becoming tired and infested with rats and/or mice (including mice running around the chambers restaurant which was quite entertaining). After previously having had an unauthorised payment of £485 taken by the hotel when checking out in late 2024 (which took nearly 30 days to refund) I was however. horrified to find that a further unauthorised payment of £367 was again taken when checking out on 20th March. The reception manager was unable to explain what the payment was for, did not apologise but nevertheless confirmed that this would be credited back to my account in 3 to 5 days. Two weeks on … nothing and they can’t even be bothered to respond to emails! Well, once is a mistake, twice is a pattern but giving this hotel a third opportunity to act in this unprofessional manner would make me foolish. Stay if you must but only use a card for the room deposit with sufficient funds for the deposit only … which FYI will also take forever to be returned!!! Note to hotel: in advance of your corporate response, I’m also truly sorry I allowed myself to have this experience with you again … which won’t be repeated. Big love though 😍

Had dinner and breakfast here , food was lovely but service hit and miss ! I find when service is included in the bill the service isn’t always consistent. Definitely something that happened here. A real shame as normally have an excellent experience. Management need to keep a closer eye on things.