韋爾斯利騎士橋飯店-豪華精選

Very good

Beautiful

On my recent visit to The Wellesley Hotel in London, I was looking forward to spending a quiet evening smoking a cigar, an activity I have enjoyed at this place since 2017. I was surprised by an unexpected reception when I tried to book a table. A person dressed in a black suit, with an arrogant attitude, informed me that they do not reserve tables and that if I wanted to sit, I had to do so immediately. This behavior was shocking and unexpected from a hotel with the reputation of The Wellesley. Despite this poor reception, I decided to return in the evening to enjoy my usual time. Unfortunately, the same person greeted me with the same arrogance and told me that all the tables were reserved. I did not expect a well-known hotel like The Wellesley to treat its customers in this manner, especially since I have been a regular patron for years. This person's unprofessional and disrespectful behavior significantly affected my experience at the place. I would not recommend visiting this hotel to anyone seeking courteous and respectful service. **Negative Points:** 1. **Poor Reception:** The treatment was arrogant and disrespectful. 2. **Lack of Professionalism:** The way I was informed about the inability to reserve a table was inappropriate. 3. **Service Inconsistency:** In my evening visit, I was told that all tables were reserved, raising questions about the professionalism of the person in charge. My experience at The Wellesley Hotel was disappointing, and I will not be returning to this place again.

I simply wanted to sit at an empty table to enjoy some tea, but when I politely asked, the staff member responded in a rude and hostile manner. To my shock, he began screaming at me for no reason and accused me of being rude, which was completely unfounded. Despite there being available seating, he insisted that I leave the area. This experience left me feeling humiliated and unjustly treated. It’s deeply concerning that a hotel, which should be focused on guest satisfaction and hospitality, would allow such a situation to occur. I strongly advise caution if considering this hotel, as the staff's attitude and handling of the situation were appalling and far below any reasonable standard of customer service.

Starting with the positives, The Wellesley is a lovely, small boutique hotel in a good location across from Hyde Park. The service levels of the staff are five star -- every touch point we had with a staff member was excellent from start to finish. The staff goes out of their way to engage with you and help to personalize your stay. The room was very nice but not exceptional in any way. And, if you're a smoker, this place is for you. The not-so-positives. The breakfast area (dining room?) felt like a spillover afterthought. While service was very good, the experience was transactional. The room is small and too brightly lit, the food was nothing special -- we did not want to linger longer than we needed to. The biggest and most perplexing issue we had with this property was its priority around smoking. They are proud of their cigar bar area, but across from this area is their bar and outdoor lounge that becomes completely consumed by cigarette smoking as soon as the sun sets. The smell permeates and contaminates the very small lobby -- entering the hotel feels like walking into a ******. There was no way we could enjoy a drink at their bar or lounge, which is a basic expectation and massive disappointment in a five star hotel. The smoke travels up to the nonsmoking rooms, and certainly filled ours on the third floor. The after dark smoking thing is completely incongruent with the charm and service of this hotel during the daylight. It's really too bad because the hotel is lovely in almost every other way.

Absolutely gorgeous hotel and the staff are just as beautiful as the hotel. Every last person from the GM, front desk staff, the doorman, the butler and concierge. I felt like we were treated like royalty. This hotel should be the model of every Marriott in existence. We will definitely be returning. I count it a privilege to have had the opportunity to stay on this property. They exemplified world-class service that truly exceeds any location I have ever stayed at.