Fraser Place Queen's Gate

Es un buen hotel a un precio adecuado, limpio, sin moquetas en la habitación. No estaba disponible la suite contratada, pero nos dieron dos habitaciones dobles comunicadas. El desayuno correcto. Si no os gusta la habitación pedid el cambio, pude comprobar como a otros huespedes se la cambiaron. Volvería.

My stay at this hotel [in truth they are serviced apartments] defies description it was so bad.

It started at checkin. I was in a taxi approaching the hotel but found it difficult to find the entrance. I called the hotel on my mobile phone on approach only to be told that they were "in the middle of an emergency", they couldn't help me with my luggage and not to park the cab at the entrance of the hotel as an ambulance was expected. Apparently one of the hotel porters was having "chest pains". My cab driver joked that the porter must have heard that I was approaching with all my heavy luggage!

I insisted that they send someone out to help me with my luggage and they did. Regardless of whatever "emergency" was occurring, it is still supposed to be a fully operational apartment hotel, they are charging top dollar to stay there, and the checking in of guests must proceed as normal.

This checkin experience set the tone for my stay as it was one disaster after another. It's hard to believe that Frasers is in the business of serviced apartments on a global scale given what a sloppy show they are running.

I had booked a quiet non smoking room at the back of the hotel. Despite this they put me at the front of the hotel and Cromwell Road is a very busy street. Also it was clear that the previous occupant of the room had been a heavy smoker as the room smelled of smoke. I asked for another room and they sent the manager up. He was rude and got me offside. He said that he was fully booked and there was nothing he could do. He implied that if I left the hotel they would still charge me 2 days penalty. I said this was totally unacceptable as I had not been given the room I asked for. I found this manager had no comprehension of customer service whatsoever.

The deluxe studio was large in size and modern enough with wooden flooring in the kitchen area, a modern glass dining table, a small modern desk and a modern bed. The look was ruined by an extremely cheap looking carpet in the bedroom area. Note that the bathroom door would not shut fully as the builder had put a raised wooden lining between the carpet in the bedroom and the bathroom tiles which means the bathroom door could not shut. Again this reflects Frasers low standards that they allow this situation to continue. Also note that I later found the spoons provided in the studio's kitchen to be dirty.

Also despite this hotel claiming to be 'luxury serviced apartments' my deluxe studio apartment did not have a washing machine or a dishwasher or an oven. Just a microwave and a cooktop. So guests thinking that they can do their own laundry in their room had better think again. There is however a share laundry in the basement of the property.

As it was getting late I decided to stay put for the night after the manager said they would open up the hotel window to air the room. However later on when they tried to shut the window it broke completely to the extent that parts of the window fell off and the window would not shut again. In order to bridge the gap staff shoved sheets at the bottom so that the open air would not be exposed.

The next morning despite my putting a 'do not disturb' sign on the door I was woken up by a housemaid knocking loudly on the door and yelling out housekeeping. That was the end of my sleep.

I then tried to call up reception to see if they were moving me to another room but the phone was dead. I then tried to use the hotel wireless internet [you pay extra for it] and it didn't work. I went out to the hall and found out that the entire hotel's phone lines and internet were down and they did not know when it would be back up again. This meant that no guest in the hotel could even call reception and anyone needing to use the internet for work or emails didn't have it.

I went down to reception. While I was waiting to be served another irate guest came down to complain that the internet and phone in his room were not working. He was astounded when he found out all the phones and internet in the hotel were down until further notice.

At this point I decided to get out of this property immediately as I had had enough. The hotel ended up giving me the night complimentary as by this stage, even they could see that the level of service I had received was an absolute joke.

Using my own mobile phone I checked out availability in the Radisson Vanderbilt next door and left the premises.

I laugh when I see the description of Frasers Queens Gate on the hotel website as being "some of the finest luxury accommodation London has to offer". In my opinion the hotel is, in truth, a 2 star property with appalling service.

I would never stay at any Frasers property anywhere in the world again.