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Churchill Hyatt Regency - London, UK

Service Issues Make it Almost Bombastic


Churchill Hyatt Regency - London, England: Set in Central London's West End, the Churchill Hyatt Regency’s prime location promises to be the perfect opportunity to experience some of the best the city has to offer including several of London’s iconic landmarks like Hyde Park and the Buckingham Palace, as well as the exclusive shopping district, Oxford Street.

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First Impression/Lobby: The lobby of Churchill Hyatt Regency looked every bit the 5 star luxury hotel that it truly was. Marble columns and floors, beautiful flowers and intricate crown molding gave the lobby of Churchill an upscale and elegant feel.

Reception: The reception that we received from Churchill Hyatt Regency’s front desk was generally professional and efficient. They were very warm and friendly, and also made the check-in very quick.

The Room: We had a King Room with a park view which was certainly a nice way to start each day.

Although it was on the small side which was typical of London rooms, it was quite comfortable and fresh. The room was designed with warm colors and was equipped with a king-sized bed and an oversized work desk with access to a high-speed wireless Internet.

The bathroom has the half-door design in the shower which was something I personally really hate because it always ends up making such a mess that I wish they had done it differently.

Room Service: The 24-hour Room Service in Churchill Hyatt Regency was certainly efficient. They had an All Day Dining Menu as well as a Late Night Menu (starts at 11pm to 6am). They also offered a menu of traditional Middle Eastern cuisine. The food that we ordered was also delivered on time. However, the food was just horrible considering it was supposed to have the quality of a 5 star hotel.

Housekeeping: Overall, the housekeeping staff did a good job but they were not consistent. At one point, they did not do their regular daily service aside from coming in and opening the windows. Fortunately, they were quick to respond to our complaint and were efficient about fixing the issue.

Concierge: The concierge staff at Churchill Hyatt Regency was not the most helpful. Twice we had to cancel our dinner reservations and the restaurant wanted to charge us with a cancellation fee. Although we know it was not the hotel’s fault, we should have been informed right from the time we made the reservation that there was going to be a fee if we decided to cancel because of some changes in our plans. At the very least, the hotel should have a better relationship with the restaurants so that last minute cancellations would not even be an issue.

Restaurant: There was nothing spectacular about our breakfast. It was a buffet-style and was very simple. I would not want the breakfast package again as it would be much better to go out and eat somewhere else.

Churchill Hyatt Regency is also home to Locanda Locatelli which offers Italian cuisine. Click here to see our review of the restaurant.

Pool/Spa/Activities: Your London experience would not be complete without a taste of a traditional afternoon tea at The Montagu. Enjoy a selection of traditionally British sandwiches and French pastries.

If you want a different twist to this afternoon tea, try the Sex and the City Afternoon Tea (served only on weekends) which mixes the best of London and the city of New York. The pastries and the teas offered are all designed according to each of the hit television show’s four characters.

Check-Out: Check-out was as efficient as when we first arrived. It was fast and there were no issues that delayed us.

Overall Impression: Churchill Hyatt Regency is in a good location, has comfortable rooms which offer scenic views well as a good overall design. However, for a 5 star luxury hotel, it has a few service issues – miscommunication with the concierge regarding dinner reservations, terrible In-Room Dining food and a small mishap with housekeeping, which result to only an Almost Bombastic rating from us.

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