Not sure why rooms are not cleaned daily. Safe the environment? Too many hotels have adopted the policy of not cleaning rooms daily due to COVID. This hotel mentions the environment. That would be the only thing I raise an eye brow at.
I first stayed here in its opening week being, from memory, one of just three guests. Since then the hotel has improved, gone through a difficult 'second album' phase (as per one of my previous reviews) and now regained much of its prior brilliance. This is one of the recent additions to the Park Plaza portfolio in London and is a little distinct in its location as it is outside of central London being in Acton. It is located next to the A40 Western Avenue main road into the centre and opposite Park Royal station (there is an underpass that allows you to walk there in less than two minutes from the hotel). This means it has good transport links and I can drive into the centre in less than an hour at rush hour. It is also very well located for Westfield and Wembley stadium so if you are planning on going to either and are looking for a hotel, this one ticks the box. There is a reasonable amount of onsite parking that costs approx. £15/night. The hotel is modern with very well-equipped rooms, especially for the price, that are spacious, comfortable and have plenty of natural light. They are a modular design and come in only two grades - superior and studio - with the difference being about 3 m2 in size and slightly better furniture. Both have digital climate control; large flatscreen TV mounted on the wall; enormous bed and adjustable mood lighting. The bathrooms have walk-in showers which is fine as baths in hotels are usually big enough for Nick Nack from The Man With The Golden Gun and nobody else. The shower has a flexible hand-held head that can also be fixed, with good water pressure and adjustment of the temperature. The configuration of the bathroom is quirky, with the toilet and shower being next to each other but sharing a sliding frosted screen as their door. This works fine if you are staying on your own but if you are staying as two people, you cannot use the shower and toilet at the same time and both have privacy. I guess it depends on how well you know each other! While there is mood lighting in the bedroom, it doesn't extend to the bathroom and it can be quite dark in there, especially the bathrooms that have the dark rather than light colour palette. There is an absence of an illuminated shaving mirror (some rooms have an adjustable shaving mirror, others don't) or any other accent lighting and this can make shaving or the application of make-up challenging. One point about the bathrooms that I have been making since day one is that they have a flawed design, where water leaks from the base of the shower out onto the bathroom floor. This is exacerbated by the sliding door as its fitment provides no barrier to the egress of water. It is a fault in the original specification and/or construction that has never been corrected. When checking-out, I've often heard other guests apologising for 'flooding' their bathroom floor but it isn't their fault. The downside is that the bathmat provided is completely overwhelmed so you end up using the spare towels, then sometimes having to ask for me. Not very sustainable and it negates much of the other positive sustainability aspects of the property. Back in the bedroom, the beds have firm mattresses that are a delight to sleep on, being supportive and comfortable. There is plenty of hanging space in the full height double wardrobe, along with an exceptionally effective iron (to the degree that I noted down the make and went online to look for one for myself). In the old days there used to be a Nespresso coffee machine in line with standard specification for most properties across the Radisson Hotels brand portfolio. For some reason these have been dispensed with, meaning you have to either make instant coffee with the kettle & sachets or go without. I can only imagine that too many were getting nicked by guests and the hotel thought enough is enough, although it may be that they are available upon request, I must check the next time I am there. The issue of the type of guests is evident in some of the security measures in place. You have to provide photo ID upon check-in to confirm you are the person in whose name the booking has been made ('so King Haakon VII, it's nice to have you back'), which is unusual but acceptable. Then you are given a plastic wristband like you get at festivals or upon hospitalisation and are told to wear it when in the hotel or if you leave the hotel and want to get back in again. The latter is important as there is a security guard at the front entrance in the evenings. Having stayed in hotels in active conflict zones, I'm used to it but it may come across as a little over-zealous, hence highlighting it here so you can be aware of what to expect. It isn't simply the presence of a security guard since any concierge or doorman outside of a hotel is performing this task in part but they do it in a smart livery and top hat not in a suit with their SIA-badge in an armband. I completely get that it is a visual deterrent but it does grate a little with Park Plaza's brand values. Having said that, it may well be that it makes some guests feel more secure and reassured. I've always found the guy to be polite and friendly, and only mention it here to manage the expectations of anyone who may be a bit surprised to be challenged upon their entry to a hotel where they have already checked-in. On a positive note about the security, you need your room key to activate the lifts via their built-in proximity, which is a welcome feature. On my most recent stays, the opening hours of the bar have been curtailed, likely down to a shortage of available staff, which meant it wasn't possible to sit and have a drink mid-afternoon until the bar opened for evening service. Mildly irritating on the first occasion but it was remedied on the second by an outstanding member of staff (more below) who multi-tasked and managed to produce a pint of Spitfire for me and a deckchair to sit out on the terrace. I also ate in the bar when evening food service had commenced and was really impressed with the quality of the food. As with many hotels, the full restaurant menu isn't available with instead a slimmed-down version available for either room service or in the bar (when the restaurant isn't open). The spring rolls were gorgeous - crispy, rich and full of filling - and the burger was one of the best I have tasted for a long time. A burger is a staple of any kitchen, whether restaurant, cafe or hotel, but it is amazing how many fail to serve a decent one. The burger here was meaty, well-seasoned and served with fresh accompaniments. A really good addition to the hotel is the food & drink vending unit that has been installed opposite reception, next to the lifts. As the picture hopefully shows, in effect it is a huge mini-bar from which you can purchase snacks but has a much wider choice. The idea is clear - you have to go and pick out what you want, which means you don't tie up a server having to bring it to your room. With pressures on staffing levels being outside of the hotel's control, this is perfectly acceptable and if you do make the trip down to reception you are rewarded by a mini-freezer that contains tubs of ice cream, Cornettos and Magnums. At this point you regress to childhood and all that is missing are the chimes of the ice cream van. Whoever came up with this idea (I haven't seen one of these in another Park Plaza property so it may well be on test here to see how successful it is) deserves a medal. The choice is better than a mini-bar and as size isn't a constraint, it isn't just tiny bars or bottles. Perhaps the best component of the overall guest experience here is the staff. The staff have always been excellent in terms of high quality service delivery and this was evident on my most recent stays. Notwithstanding the fact that staff are under more pressure than ever at the moment, covering for absent colleagues or unfilled roles, they are always professional, polite and efficient. You feel as if your custom is appreciated by the hotel. Three deserve special mention: Michael on reception clearly 'gets' both the importance of customer service and how to deliver it, being very helpful and courteous. Also on reception, Ilsa was outstanding in terms of being effective at the check-in/check-out process while still being welcoming. The kind of service when you feel like you are the most important customer in the place. Paulina was on the front desk, behind the bar, in the restaurant and just about everywhere else in the hotel during my stays. She is the member of staff who noticed me looking like I was in need of a drink and going out of her way to make time to pour me one and then give me a deckchair to enjoy it on. One of those individuals who sees that something needs doing and does it, even if it isn't their job function. Also, the member of staff who commented on the 'safety guidelines' by saying 'we didn't come up with these ridiculous rules, so we certainly aren't going to be the ones enforcing them'. Superb - give this person their own hotel to run. A word on the usual, endless stream of measures to help keep you laughing - yes, the hotel has taken precautions and if that's your thing then you can feel reassured in your visit. They are unobtrusive and not designed to ruin the enjoyment of your stay. When I stayed, a studio room was approx. £70/night including breakfast. For a mid-scale, 4* hotel in London that's great value and on a par with what you would expect to pay for a budget/value chain. It may well be that lower demand at the moment has brought prices down but I have always found Park Royal to be competitively priced. Once you factor in the other aspects of the guest experience - the room, the food, the guest service - overall the hotel offers exceptional value for money. It is a pleasant place to stay and in recent stays, the quality of those stays has been improving back toward their original very high standard.…
food and service at this property is terrible. we sent back a burger ordered to room which was obviously spoiled and they wouldn’t give us money back. they also charged breakfast for two days but we only had it one day. problem resolving is non existent. terrible.
The hotel is nice in a photo. The center is 40 minutes by underground (picadilly line). Poor cleaning. Boring breakfast. Room cleaning only once. We were there 6 days. There were cobwebs on the windows. Comfortable bed.
Room had the smell of cigarette smoke, one member of staff denied they could smell it. Another member of staff was called who immediately confirmed the smell. I found it incredulous that they tried to fob me off first.