"I am an ALL Gold member of the Accor loyalty programme. My two-night stay at St. Martin's Lane in late June 2026 was the worst hotel experience I have had in many years — not only because of what happened at the property, but because of what followed. AT THE HOTEL On arrival at 12:00, a receptionist offered to notify us when our room was ready. No message came. I returned to the front desk at 13:00 — "shortly". After lunch, after 14:00 — another assurance, another promise of a call. We waited in the bar. Silence. At 15:00 a different receptionist explained, with barely concealed contempt, that check-in is from 15:00. When I asked to speak with management, I was ignored. No manager contacted me at any point during the stay. The room smelled strongly of mothballs. The window lock was broken. The toilet flush was audible through the walls. No welcome amenity on arrival. Turn-down service once and not again. No coffee at breakfast until we asked — after finishing our meal. At check-out, the same dismissive receptionist from day one greeted me with an ironic smile. THE COMPLAINTS PROCESS — 29 June 2026: formal written complaint submitted to senior management at Ennismore and Accor Group. No response. — 13 July 2026: second complaint, escalated directly to the Chairman and CEO of Accor Group, Sébastien Bazin. — 18 July 2026: first substantive response — anonymous, signed "SOUHO" (a name, a surname, or simply a label behind which no individual stands), containing factual inaccuracies. — 18 July 2026: third letter, second to the CEO, correcting the inaccuracies and requesting a response from a named individual. — 20 July 2026: a phone call from "SOUHO" — no name or job title provided despite my request. Twelve minutes later, my invoice arrived anonymously from the hotel. That same evening: a written "final position" — 10,000 ALL Reward points I had never requested. — 21 July 2026: my final letter to the CEO. No response expected. I did not ask for Reward points, but I acknowledge them and will decide whether and how to use them. I asked to be treated with respect. That never happened. This is not a service failure. It is a pattern — silence, inaccuracy, anonymity, and closure by diktat. I cannot recommend this hotel. I can no longer recommend the Accor Group."

"From the welcome to the goodbye it has been a fantastic experience. The “garden room”, was ha huge surprise, and we used it daily. Several nights we would come back and the lanterns would be lit. Wonderful. Mohamed, Kelvin, and Andrew, who were finishing their night shift could not have been nicer, or more helpful. We ate here twice at lunch time in the garden area. A very pleasant experience. Breakfasts were excellent. Covent Garden are is of course a perfect area to enjoy London. We will be back. Thanks to all."

"This hotel is large and in a great location for sightseeing and the shows. The rooms are modern and a bit quirky. The bar area is good as is the lounge area. In the morning breakfast was good with a lot of variety. The staff were really lovely too."

"I recently attended a company business event at St Martins Lane Hotel and I can wholeheartedly say that everything was absolutely superb. The organisation was flawless from start to finish, ensuring a smooth and professional experience throughout. The staff were fantastic, always attentive and welcoming, and Blaze in particular went above and beyond to look after us. His attentiveness and friendly approach made a great impression. The food and drinks served were delicious, complementing the elegant and stylish venue perfectly. Overall, St Martins Lane provided an exceptional setting for our event, and I would highly recommend this hotel for any business gathering or special occasion."