Strand Palace Hotel Reviews 50

Do not stay at this hotel if you value your belongings.

My husband, our sons, and I stayed at this hotel for a week, and unfortunately, our experience was deeply disappointing due to how an issue was handled.

One afternoon, after our room had been cleaned, we discovered that a personal item was missing. While it was not of high monetary value, it held significant sentimental importance. We immediately searched the room thoroughly and reported the missing item to the front desk.

Despite multiple phone calls and in-person follow-ups, management was not informed for more than 48 hours, and housekeeping was only engaged at that point. Communication throughout this process was inconsistent and, at times, concerning. Our concerns were repeatedly dismissed rather than taken seriously. Instead of a prompt acknowledgment, apology, or clear next steps, we encountered delays, excuses, and a lack of accountability.

It was not until more than 50 hours after our initial report that a staff member began to treat the matter with appropriate seriousness. Unfortunately, by then, over two days had passed, and we were leaving London within 10 hours.

While I understand that mistakes can happen, the handling of this situation fell far short of expectations. The removal of a personal item from our room—and the lack of urgency in addressing it—was unacceptable.

Since returning to Canada, we have emailed the hotel four times, even simply seeking an acknowledgment or apology, and have received no response.

Based on this experience, I cannot recommend this hotel to anyone who values their belongings or expects concerns to be handled with professionalism, respect, and basic courtesy.

Good location for Covent Garden as walkable
Booked with Booking.com so was unaware that all standard double bedrooms have one side of the bed against a wall . Made aware of this at check in so had to upgrade room to give more space and bed access
Room on the back road of the hotel comfortable with a good shower / tea coffee / safe
Didn’t eat here bar area very dark and seating looked uncomfortable
Lifts very busy allow time
Uses refillable water bottles

The staff are so friendly and willing to help with any queries, I recently stayed here for 3 nights with my granddaughter and could not find anything negative to say about this hotel,room was a superior twin and was excellent with plenty of room,the hotel is close to everything with pleasant flat walks to Covent Garden 2mins,Trafalgar Square 8mins,Liecester Square and China Town 10mins,would definitely recommend this hotel and will definitely be back

Great hotel - very busy because it's good and the location is brilliant. Stayed there several times, yes there is a que at check in but the staff are very helpful and professional. I made an error only booking for 1 night then had to add anther booking for a further night and wanted them to join the bookings so I didn't have to check out and check back in....took a few minutes but they sorted it all out for me. Good breakfast - comfy clean rooms - exceptional location - good value - nice bar area - good bag storage for before and/or after check in/out...one complaint....breakfast coffee is just awful, had to dink tea :-))

I booked a single room for 3 nights, I was assigned to Room 399 which was at the end of a long hallway with no adjacent room. There was however a maintenance closet to the left of the room door. The room was extremely small and the bathroom had no door. The shower drain was broken with black water surrounding the drain. However the biggest issue I had was the mirror that was facing the doorless bathroom and how the maintenance closet was right behind that mirror. I asked to be moved to a different room as I felt uncomfortable in the room. I was moved to a nicer room but I still felt quite uncomfortable in the hotel. The staff on reception were not very helpful. I have stayed in many hotels and this is the first time I’ve had to leave a negative review but I would recommend any solo female guests to be extremely vigilant and aware of their surroundings and rooms if staying in this hotel. Some might say I am being paranoid but I had a gut feeling something wasn’t right.

The staff are excellent, particularly how they interacted with me in a wheelchair. There are issues though. Getting an elevator from the 1st floor to the lobby, that had room for a wheelchair was almost impossible. On two occasions my wife had to take the stairs to the lobby to find a member of staff to take us to the staff lifts. We paid for our three rooms in Aug 25. One day before we travelled we received a request to pay again for 2 of our rooms. It was resolved but was unnecessary.

An extra charge of 61 pounds were added and deducted from our bank account without any bill or explanation. We did not have any explanation. The amount was just deducted from our bank account.

We did not get a receipt and the explaination was that it was a conversion fee. But how come that you could deduct an amount of money from somebody's bank oaccont without any explanation?

So called Classic Room was so small with no chair, bed against the wall, so that at the age of 75, I had the worst night sleep ever in a hotel. You could not swing a cat in the room. During the night I had too awaken my wife so that I could get out of the bed to use the toilet. The bed was uncomfortable and the pillows just small lumps of foam.
I went to the bar at night for a few pints of Guinness before bed, only to find, no draught Guinness, no bottles or cans of Guinness and no alcohol free Guinness.
So I settled for a Latte which, when it arrived was in a nice Latte glass with a small teaspoon. So as they were busy I proceeded to stir the sugar in with the teaspoon. So as the sugar is in the bottom of the glass you either get sticky wet fingers or you just leave the sugar in the bottom of the glass.
Just to see if they had made an honest mistake , I then ordered a second Latte. It also turned up with a teaspoon !!
When I had a word with the waiter he didn't have a clue. He just smiled and walked off.
As for the rest of the hotel and staff it was very good.
I would just say to AVOID THE CLASSIC ROOM.

Stayed at this hotel on 16/06/2025.
Absolutely fantastic hotel , clean with excellent staff in all departments including reception, porter service restaurant.
Morning breakfast is the best , so much choice.
Lovely rooms and very clean.
I must say this hotel is in the best. location very near to Leicester square, trafalgar square ,soho, covent garden, china town and places to eat , theatres just amazing. Plenty of transport links as well. Definitely will book again.

Good location and reasonably comfortable for price which is always high in London. You will wait for breakfast if it down early but it’s an ok breakfast. Main issue was they charged my Amex rather than my company for the room so did not let them have it this time for any extra expenses. From reviews it looks like you need to check your card after staying here I just happened to be checking something else so asked Amex to dispute the charge…

DO NOT STAY HERE!
I never ever write poor reviews, but I have no other choice as the service I have been provided from this hotel is utterly unacceptable, after staying here for a work trip, I was overcharged a fee on my card which I was told would be refunded within 3-5 working days after my stay, I have not received this. I have had to go back-and-forth at least five times via phone call and email due to this charge and I have been promised by several different people including two of which who are management from the hotel that they will refund me the money to which i still haven't received it. I have called on a number of occasions to speak to the management and I am being dismissed and told they are ‘busy’ and call back in 30 minutes. This service from a hotel like yourselves is disgusting. This has been ongoing since the 10th March and I find it extremely disappointing that my trip has ended like this, despite the stay I had at your hotel. It is not a complicated task of refunding me the over payment and i am shocked it has come to this and i will be taking this further as i have had no response I for sure will not be staying again.

Advised check in time for room 3pm arrived at that time advised room not ready come back in an hour returned at 4 room not ready came back at 5pm room not ready come back at 5.30 and given voucher for two drinks at the bar. Handed voucher at bar waited 25 minutes on drinks despite twice enquiring when they would be served. Then gave up waiting returned to reception and room now ready two and a half hours late.

The sink in the room was partially blocked when we used it before going out to dinner. The next morning the blockage obviously moved further down and blocked the shower outlet so we could only have a very quick one as the tray was full and spilling over to the bathroom floor. Response from Hotel was that they should have been told so that they could fix the problem; we were on a tight schedule so did not have time for them to fix the problem! We received a 20% reduction in the bill but that in no way compensated us for a spoilt stay.
The windows in the room are tiny but you would not enjoy the view anyway.
The TV is old and not a SMART one so you are restricted to basic programs as there is no access to Prime or Netflix.
Breakfast is supplied via a buffet rather than waiter service so eggs and other items are not cooked fresh.

Had to pay a deposit? They said i would get it back… been over a month and with multiple emails, still no payment back

The stars are for the wonderful doorman and a young man called Manideep, serving the High Tea. I had been looking forward to staying at the Strand Palace, but was disappointed. My room, so- called “ superior single” had a bathroom so small that it is hard to get in or out. The builders know that, and treating guests like that is so rude! I had to pay 30- something extra pounds (in case I ruined something in the room.” So far the money has not been returned to me.
The room was small and unaired, with the tiniest of windows. The halls were un- aired, the carpets smelled a bit.
The cleaning was fine, but they also wrote “ If you can go without cleaning one day, you will get a 7 pound voucher for a drink at the bar.”
But there are no drinks priced 7 pounds! I went to the bar with my voucher, there were many guests. A waiter pointed me in the direction of the furthest bar stool, then ignored me for a long time. I ended up leaving, voucher unused.
The breakfast was ridiculously expensive.
I won’t be returning.
PS
But the High Tea was lovely! The little cakes were incredibly light and fine. Strangely, we were only few enjoying this fine High Tea.

If this hotel is 4 star them Im miss World ......

Great time with family and experiences ❤️

Spent the night there on Saturday 13th April before we went to a theatre show the doormen would so polite and kind,reception staff were welcoming and very helpful.room was lovely as was breakfast the next day.lovely place to stay would definitely recommend and go again

My wife booked us a nights stay along with a show for my birthday, When we checked in the receptionist was great, really cheerful and helpful. He changed our room as it wasn't ready (we were early) and then sent chocolates and a birthday card up for me.
Room wasn't the biggest but had everything we needed and was spotlessly clean as were the public areas of the building.
Close enough to walk to from Waterloo station and close to theaters, covent gardens etc.

All seemed fine when booking but upon check in we was asked to pay another £72 as a deposit dont why as this was not explained but did so thinking we would get this back. After paying this by card I was asked if I wanted breakfast next day which we did so then they made another charge of £36 to my card. Sunday before check out we had breakfast again and expected to pay for this via the deposit of £72 expecting to be re credited with balance of deposit £36 but NO. It has been a over a week since our stay and despite several emails to non helpful staff they declined to credit my bank account with the remaining £36 from deposit. Communication is very poor at the hotel and some staff members do not speak very good English. We visit London 6 times a year and having been continuously let down by bad hotels ruining our stays we thought we had found a hotel we could rely on for further trips but guess we will have to keep looking. I know £72 is not a lot of money but if they are doing this to other guests that adds up to a small fortune so I guess to avoid this hassle for yourselves pay the deposit if you wish but keep a track on your spending there or you will probably get ripped off like us. The equation I gave them was I paid £72 deposit on arrival. I was then charged £36 for tomorrow’s breakfast total £108 we had breakfast on Sunday £36 that needed to be debited from the deposit which to my mind leaves a total of £72 to come back to me. Even I sent a screenshot of my account showing all debits they still cannot understand that they cannot add up!!! So will not being staying there again.