The Cumberland - a Guoman Hotel

Needs a lot of Improvement

We got an okay room for the money. However, the sheets were dirty (a piece of chocolate - I hope it was chocolate - must have been washed and pressed into the bottom sheet - yuk), the lamps attached to the headboard had one missing, clothes press didn't work and, as we went out one morning I put a Do Not Disturb card on our door...5 minutes later I went back to get something and the cleaners where in our room anyway!!! We arrived late at the hotel (around 1:45am). I discovered the dirty sheets just as I was about to go to bed. The concierge came up with a new sheet and just handed to me...there I was making my bed at 3am! Thanks! I would have to call this hotel a 2-3 star. Room looks cool and modern....but when you look a little closer, it's dingy...the lobby is messy. Plus...TERRIBLE WATER PRESSURE and our shower dripped!!! I think they label this as a "boutique hotel"...it is far from that!! I've stayed in boutique hotels before, this does not come close!

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Very Expensive for the size of the rooms

This hotel is very expensive for the size of the rooms and bathrooms. It is a joke.

Nice rooms..bad service

The hotel is extremely modern in a weird way. Weird sculptures in the lobby and a video of dancers jumping on a trampoline in slow motion in the lobby. Odd blue lighting in hallways. Reminded me of an insane aslyum you'd see in movies. It was easy to get lost as every direction you went looked exactly the same. Beds were really comfy but heater didn't work. Called lobby 3 times for space heater and they never came. Finally on the fourth contact we got one. Fire alarm went off at 2am..we were evacuated but nothing was said of what happened.

Ok but not great

The hotel was ultra modern maybe a bit too much for my taste. The countertop in the bathroom was literally 3 inches wide. Also during heavy checkout/breakfast time hotel staff desided to clean their elevators turning a ride from second floor to lobby into 15 minute nightmare as noone could find the emergency stairs. The staff was overall friendly and responsive.

Good Location but that is about it

Arrived at Hotel and just like other reviews it is very modern. My wife and I got to the hotel about an hour before check in and they told me that my room was not ready. The lady at the front desk asked if I would like a room on the 7th floor or a room on the 1st floor. I stated that I would like the one on the 7th so she told me that my room would not be ready until the 2 pm .. I went out for a quick bite to eat and came back and they tried to tell me that my room is ready and it would be on the 1st floor. I was a bit flustered because they didn't know what they were doing but in the end she called up to room service and they said my room was ready, but in their system it stated that it was not.. When I got up to the room it was so tiny I could barely fit my luggage in there. Not like the picture they show at all .. The hotel hallways seemed like an old hospital hallway. The room was fairly clean but there were stains all over the carpet. I didn't want to walk around barefoot so I put on some slippers and made sure I didn't touch the carpet. I would not stay here again but not knowing London that might be a 4 star level considering the age of the hotel and city.. the best thing was that it was in a great location..

Guest did not leave a comment.

Hotel From Smelly Hell!

The lift area smelled like a toilet. The king size bed were nothing more than two twins pushed together. The food in the hotel was bad and we had to send the meal back, as well as over priced. The hotel staff were tart! We asked for a box of facial tissue and the staff handed it to us in the hotel lobby, when we asked them to put it in out room the person replied, ''would you like me to carry it on my back!'' Who needs this and they charged us twice for an so called upgrade in our room. Never again!

West End Hotel, nice concept

looked good after rushing past the smokers crowding the entrance - cold lobby - not enough heat when working - and the heat went out on Friday evening and was not fixed until sometime on Saturday. Stylish look to the rooms, not enough wardrobe space for two people who travelled very lightly.. Checkout lines were extremely long - not enough information available to those who wanted to do a quick checkout

Needs Improvement

Very large and modern hotel, but the customer service left a lot to be desired. First impression was a bit dissapointing, there were three front desk agents and not one of them took charge to try to help us check in. We asked the concierge for a place to eat other than the fast food venues located around the hotel and he couldn't seem to think of anything. We asked for two twin beds and when we got into the room there were indeed two twin beds, but were literally two inches away from one another. We called it a "King size bed with a crack in the middle". There was also no bath tub, only a shower whose door never quite shut leaving the floor a bit wet. Also, the water pressure was a little too extreme, not good when you can't wash your face off becaue the water hurts. Then there is the random door stopper in the middle of the bathroom on the way to where they place the teeny tiny garbage can where I stubbed my toe so bad it affected the rest of my trip. Next, they have their blowdryers attached to the wall and when ours stopped working they didn't have an extra one nor could they fix the problem. So they let us use a dirty room to blow dry our hair. The concierge once again couldn't help us with printing our boarding passes because their network was too slow. We had to walk across the street and pay for internet access just to print out boarding passes. Also, there was little to none closet space. The hangers were oversized and we could only fit about 5 items in the open cubicle closet, excluding our coats and there was not a single drawer for your clothes. The beds were comfortable and the HDTV channels were amazing.