芬代爾哈姆苑飯店(HAM Yard Hotel, Firmdale Hotels)

I always think you can rate a hotel by the way it tries to resolve issues. Well the Ham Yard hotel totally fails in this respect. As much as it pains me to write this review, my experience today has left me no choice but to write it down. My family and I booked to use their bowling alley online and I paid full price for 4 adults as they don’t offer booking for children. However, I remember that children bowl with a discount. Two days before the booking they emailed to ask if I had any questions and I asked this very question. Tumble ****. Nothing. So I waited until the day and asked at the desk. They confirmed children bowl with a discount and the desk staff said he would follow up and get back to me. Fine. His manager then appeared and asked her. Sorry there’s nothing we can do, we can’t refund you. Next time book 2 adults and then pay for the children when you arrive. I was frankly astonished. Everywhere can process returns. The only thing stopping you is reluctance. I told her this and she said I should contact reservations. Seriously? I went upstairs and asked at reception. No there’s nothing we can do. At this point I was incredulous. We’re talking £20 and nobody can process a discretionary refund? They call somebody else. I’ve now spoken to 4 people and I’m being treated like it’s my fault. Why didn’t I book by phone I was asked, then we could have booked you in for 2 adults and 2 children? Because they explicitly tell you to book online! Unbelievable. Sorry there’s nothing we can do. It’s not even that much money, I was purely persuing it as we’d been overcharged. I told them as a regular customer of their hotel, the bowling alley and their restaurant it was really very poor that a) they couldn’t refund £20 and b) that their attitude was very ‘can’t do’. For any American readers here, if you want an example of poor British service this is it. They won’t attempt to go above and beyond to rectify any situation. Find a better hotel.

I’ve been here a couple of times in the past, a great place to meet friends or take the wife for pre drinks before going to the theatre or out to a restaurant, but…… It is quite expensive now, not being here for quite a while/in central london, I was shocked with £16 cocktail and £2 service charge whilst ordering the drink at the bar, and not tableservice which perhaps the service charge would be more relevant, so £18 for one cocktail a ‘espresso martini’, I think it’s a little OTT… Sadly, when my friend arrived and came over to sit with me it was at least 15 to 20 minutes on this Wednesday evening before a waiter came over and took his order. Consequently another 5 to 10 minutes before the drink arrived and then the same experience whilst waiting for the bill, we asked three or four waiters to no avail. Eventually the bill arrived for his drink which again was £18 Including the service charge yesterday evening, a little bit disappointing with the slow service and the inflation / inflated, prices that have affected what appears London and this hotel bar…..

We stayed for a celebration weekend and got upgraded to a suite, which was lovely. Decor is beautiful and quirky. Location is excellent and quiet, considering where it is. Staff attentive and efficient apart from room service , who had to be chased twice for a kettle and tea cups (as there were none in the room…first time I experience this in England!!). When it arrived, they forgot the tea and just brought us sugar! Eventually I went downstairs to get the teabags myself. Restaurant and bar are lovely and there is a beautiful courtyard in the back. When warm you can sit in the front courtyard as well, which was buzzing in the evening. We enjoyed our cocktails. Breakfast was great and service the five star it should be too. Bowling alley downstairs was great fun. I would go back if they put kettles in the rooms!

We came for Christmas drinks and sat outside as a group. The location and atmosphere are lovely, but there was only one waitress and we waited 40 minutes to receive any drinks! Really terrible service and the service charge was put on!

Nous avons passé un très agréable moment à l'afternoon tea du Ham Yard Hotel. Nous avons été servi par Inessa qui nous a mis à l'aise pour un moment typique dans cette atmosphère confortable. Nous avons pris la formule avec une coupe de bulles et nous avons pu profiter de différents petits sandwichs et pâtisseries savoureuses ainsi que de scones traditionnels. Mes coups de cœur : le chou fourré à la crème au beurre salé et la confiture qui était délicieuse. Je recommande vivement cet afternoon tea qui est une expérience incontournable à faire à Londres.

Struttura elegante e a pochi metri da Piccadilly Circus. Eppure, per la sua ubicazione in una piazzetta meravigliosa, ti sembra di stare in un'oasi di tranquillità. Stanze eleganti, pulite e arredate con grande gusto. Letto stracomodo e completamente plastic free. Colazione stratosferica, il ristorante potrebbe migliorare. Prezzo per notte piuttosto elevato ma la posizione e la qualità ha un prezzo.

My husband and I had a nice stay at the Ham Yard to celebrate my birthday. The location of the hotel is excellent and although it's in the heart of soho we had a really peaceful night's sleep. The bed was super comfy and huge! The whole hotel and rooms are very tastefully decorated and the bathroom was immense. My only disappointment in the room was the lack of tea and coffee making facilities, which I would have expected in a hotel of this calibre. We had cocktails in the bar which were delicious and breakfast was also a real treat.

Great staff! Friendly, professional and helpful - nothing too much trouble. Had Christmas festive menu. Felt the starters were a bit bland - turkey main was tasty. Fruit crumble tasted burnt. Disappointing considering the price tag. Luckily the staff made up for it and kept our glasses filled up. Beautiful decor, great location in the heart of Soho and very clean.

Traveling with my wife and 2 kids. Booked the 2 bedroom apartment for 5 nights at £4030 per night. Staff couldn’t be less interested. Garbage on the floor between bed and night stand. Decor very shabby - curtains falling down, held together with wire and a few screws at the top. Impossible to close… Room attempts to be very ‘high tech’ with everything centralized to several iPad controllers (lights, shades, tv, ac etc) - but of course none of the iPads work - so you are stuck with zero control. Not a single usb port though… Ordered room service breakfast - but forgot all the drinks … I could go on - but no point. You would be better at a low end Marriott…