6/10 Okay
Luz Adriana
Travelled with partner
10 Sept 2025
Liked: Cleanliness, amenities, property conditions & facilities
I recently stayed at LondonHouse and had a mixed experience. My first room (1434) had a strong smell of smoke, which was disappointing as I had requested a quiet room with a view through Expedia prior to arrival. The only response I received was a generic “we strive to accommodate” message, without confirming if my request would be honored. Upon check-in, the room was quiet but not much of a view, and when I asked to move, I was told a view would only be available as a paid upgrade. Given the condition of the first room, I felt this was handled poorly. Thankfully, the front desk did eventually move us to a larger, clean room with partial city views, which was comfortable.
There were also smaller service issues that added up. On a rainy day, I was given only one umbrella and when I asked for a second for my husband, the associate curtly told me only one per room was allowed. Another time, when I asked if staff could warm up coffee or if there was a microwave available, I was simply told no, with no alternative offered. For a property of this level, the lack of courtesy and flexibility was disappointing.
Positives included early check-in, spacious clean rooms, comfortable beds, and thoughtful touches like robes, slippers, and Nespresso pods. The hotel is also beautifully located downtown. Overall, while the property itself is impressive, customer service and handling of guest requests fell short of expectations.
Luz Adriana
Stayed 4 nights in Sep 2025