Overall, my stay at The Langham was disappointing and not reflective of a 5-star luxury hotel. The room itself was very comfortable, the housekeeping team were outstanding throughout our stay, the room was always cleaned to an excellent standard and requests were consistently fulfilled. Russell, who assisted with our luggage, was also polite and friendly.
Unfortunately, the service failures outweighed these positives. Upon check-in, our bags took 45 minutes to arrive despite being chased twice, delaying our plans. To make matters worse, the front panel of the room safe fell off, highlighting a lack of upkeep. While maintenance resolved this and the duty manager later apologised with some service recovery, the experience set the tone for the stay.
On NYs Day at breakfast, the staff member checking room numbers, Kiko, was rude and abrupt with my partner, telling her she could not dine due to wearing pyjamas and hotel slippers. This was particularly frustrating given that other guests were allowed to dine in equally casual or more revealing outfits, including pyjamas and slippers. The inconsistent and arbitrary enforcement of these rules, combined with generally poor breakfast service, was unacceptable.
While Becky was kind and arranged a late checkout, the front desk experience was appalling. Cindy, who assisted me, was dismissive and unprofessional, behaving as though updating my key was an inconvenience and appearing visibly annoyed when asked to confirm the checkout time.