Park Plaza Hotels Reviews 88

Have just returned from the Park Plaza Westminster Bridge.
Check in - This was unpleasant as the woman who checked us in spoke rapidly in a foreign accent and I could not understand her. Even when I asked her to repeat information it was difficult. This wasn’t helped by the noise all around as it was a busy period in London. This lady also didn’t appear to be interested in what she was doing or the fact that I could not fathom what she actually said.
Room - We had a double room. The only window looked out onto the interior of the hotel so no natural light. A view of the lobby downstairs. Horrible. The room was very dark as a result. There was no conditioner in the screwed onto the wall things shampoo and conditioner came in. The soap and body lotion were also screwed into the wall. Do they think guests are going to run away with the soap etc? These things were also extremely hard to use due to the angle they were placed at.
Breakfast - like a cattle market. Massive queue. Expect to stand in this for 20 minutes at least.
The breakfast itself - Sausages and bacon both undercooked. Disgusting.
Coffee was cold.
Didn’t eat in the restaurants so can’t comment on them. French and Japanese. There’s also a coffee dock place but didn’t use it.
4 coffee sachets in the room. 6 milk. Not very generous for a 4 star hotel.
Location - This hotel is very close to Westminster Bridge. Big Ben and Houses of Parliament can be seen from the windows if you’re lucky enough to get an outside window. The London Eye is just around the corner. However we travelled in from Stansted airport and found the tube which services the airport bus or train leaves you a good 10 min walk from the hotel. The hotel should make this clear. I have a chronic pain condition and had to get a taxi costing 15 pounds.
Swimming pool - The hotel does not tell people that it only allows 10 people in the pool at once and it’s extremely difficult to get a slot. Further their online booking system did not work. The pool has a lifeguard who just sat there as kids divebombed into the water creating havoc for other guests. There’s no jacuzzi. They do have a steam room and sauna.
Check out - You can just put your keys into a box on the wall so that was a good thing.
Staff - I found most staff pleasant and helpful. This was a bonus. They are mostly foreign to the UK and I felt they were working hard for probably minimum wages. They should be paid more if that’s the case as aside from check in they are one of the only good things about this hotel.
Forgot the decor - It’s very dark. Red orange carpets that kind of scream at you. Little light in hotel aside from entrance. Two escalators you must use so avoid booking if you have issues using these.
While we were there a guest had his Rolex watch, wedding ring, wife’s wedding ring and lots of other gold jewellery stolen from his room by a member of staff. This was confirmed to me by hotel staff as I had to speak to them about my concerns re this man’s mental health. ( With his permission). He was very unhappy with how the hotel were treating the crime. I really hope he’s ok and gets compensated.
All in all I would not stay here again. It’s not 4 star standard.

We stayed at the Waterloo Park Plaza Hote for Christmas 2025. I have paid through bookings.com. The day before we left I discovered that they (the hotel) has charged me again. I raised the issue and has been assured that the refund is in action and that it will take 7-10 days. That was 26/12/2025. Noe refund. Extremely poor customer serbice. They completely ignore you. I've e-mailed, phoned numerous times to no avail. When I'm finally lucky enough to talk to someone they tell me the same thing over and over. The last time I spoke to someone, they said 5-10days. Then another chap told me the refund has been done on the 8/01/2026. I phoned my bank twice andthey assured me no refund has been made. The ref number for the refund is either false or a mess up, because there is a few didgets short! An absolute nightmare.
Today is 29/01/2026 and still noe refund. My e-mails gets ignored!. Never waste your money at this place. Not so great. There are loads of better hotels in the surrounding area. If I could give them 0 stars I would! An absolute disaster! They could not care less. Now offer of compensation, nothing! Huge lack of care when it comes to their customers!

Meticulous attention to detail from the manager after check in. Been staying here many times always comfortable, clean and nice staff

Thank you Kirsty! You are absolutely friendly and very welcoming. Amazing customer service!! We are very pleased with your service.

Nina at reception at Park Plaza in Park Royal, was amazing, great customer service and very cheerful and respectful

Very clean however slightly dated for price, parking not included however discounted rate at opposite NCP carpark. Aircon sadly didn't work! Overall pleasant stay but not the best value for money.

I am genuinely shocked by the service received upon checking in.
Terrible front desk service from Robert which was echoed by all the staff at the desk. Happy to watch me struggle with numerous bags as their concierge was busy. We tried twice to get some help regarding our car but the same dismissive repsonse from the front desk. Made to feel like we are bothering them.
Don't stay here if you would like your hotel check-in to be completed with a smile and basic customer service, and if you would like to stay in a hotel where you are made to feel welcome.

Big big thankyou to Juana and Jaan for making us feel so welcome on arrival. Listened to our concerns and went above and beyond to make our stay comfortable and memorable... Will 100% recommend staying here and we shall be back! Jennie & Kim

Park Plaza Riverbank in London. I am a regular guest here, not by my choice, but by my company's choice. Last stay I asked for a plate and some cutlery to be delivered to my room, only to be told this would incur a 5 pound charge!

Sadly have to give a star as I would not given the choice
Dirty filthy room with damaged fittings and furniture , frosty staff eho do jot know the product. Dated dark Very noisey room that has seen better days.
Sadly all accepted by the Gm and team who simply apologise when things go wrong.
Never again have closed rewards account I will take my custom elsewhere

We booked a night at Park Plaza Cardiff with our two dogs, expecting a comfortable and welcoming experience. Unfortunately, it was anything but that. The whole building feels outdated and in serious need of refurbishment.

To our surprise, the air conditioning wasn’t working during a heatwave, and the only solution offered was a small fan – hardly acceptable when you’re paying £409 for one night. Making things worse, the windows don’t open, so there was no way to get fresh air into the room.

The minibar/fridge was completely empty, aside from a 300ml bottle of tap water – for two people and two dogs. It felt stingy and unwelcoming. Even the soap in the bathroom is wall-mounted like you’d find in a public gym, not a supposedly premium hotel.

Overall, this was a hugely disappointing and uncomfortable stay, and definitely not worth the price we paid. We won’t be returning, and I wouldn’t recommend it if you’re expecting basic comfort or value for money.

My shower had period blood on the walls. I had to then request another room. They kindly put me on the ninth floor in a room with an amazing view, but the room itself was extremely dirty, dust everywhere, chipped, wardrobes, and units, dirty towels, and I had to ask for shower gel. The shower gel in the shower was actually hand washed, but there was nothing in it. I booked two rooms. The second room was not ready at 3 PM and I had a guest flying in from Dubai, who had to wait another two hours for his room to be ready. I cannot explain how embarrassing this was for me as he was a high profile doctor And I was supposed to have everything organized. This has let me look so bad in so many ways, I am actually very embarrassed.

Couldn't give a zero.
Booked a night and had to cancel and change the date. Got there and there wasn't a reservation for me. Absolute joke.

Park plaza waterloo london walls in room move when next door close their door.
Breakfast very poor hot food is cold lack of choice over cooked food dried up. Toaster did not work.very poor experience .
Staff not very friendly and have no manners.
Very disappointed for first time at park plaza

Mo (with the glasses) at Park Plaza has always been such a helpful and welcoming person. I always get the best experience while I am here. He is an absolute ray of sunshine

Stayed at The Westminster Bridge London, which was absolutely amazing.

The staff just go that extra mile here and situated in such an ideal location to see so many sights in an easy walk.

Here customer services means something and the company should feel proud of the leadership and management of such excellent staff , who help name memories and not just check you in.

Thank you all , you know who you are.

Well done.👍

All European or foreign staff untrained rude obnoxious and don't follow any rules themselves surprised they have such hires and created such a culture. Totally avoid and steer clear. The hotels themselves maybe nice but the staff is really stupid and will ruin anything good left about this hotel.

Nice hotel, very good value. They had cancelled our booking for some obscure reason without telling us which was rectified at reception. Be warned the
recommendation by the Hotel to use Albion st Q Park is impossible to get to from one side of Leeds by satnav, we tried for 40 minutes going around in circles using 3 different satnavs, we gave up and lost the £20 prebooking.

I worked in London for the past 15 years so have stayed at Park Plaza Westminster at least 20 or 30 nights. This trip however was extra special as it was a treat for my little boy. How has this hotel gone back…Staff is rude & slow (have not met 1 native English speaker), breakfast is a car crash and after offering me a complimantary upgrade at checkin they then locked me out of the room not letting me back into the room unless I paid the upgrade. Awful. Just awful. Do not book

This is a beautiful hotel. The rooms are comfortable, the position by the Adriatic is ideal, the food is good and the hotel has good amenities (gym, indoor pool etc.).
However, I have only rated this s two-star and this is why...
We arrived on the Saturday. On Wednesday evening we came to dinner and the reception was like Piccadilly Circus. By chance, the general manager was walking past. We politely asked him what this influx of people was . He had the opportunity to be courteous, but instead he chose to be rude and patronise us by lying to us saying that the extra guests were ‘just more holidaymakers’. They were not they had arrived for a conference.
This conference was attended by over a hundred young people. We were told, as paying guests, that there were now areas of the hotel that we were prohibited from entering. Indeed, this had happened on our first day when the hotel hosted a wedding reception, and we were told that the terrace and terrace bar were out of bounds to us.
Dining was no longer enjoyable as the dining room was now like Waterloo Station during the rush hour. At times, there were not even seats available.
The other issue, of course, was that the young people attending the conference behaved as young people on a freebie do and partied into the night, causing sleeping disruption until 0300 in the morning.
So, don’t be fooled by the glossy brochures...this hotel is:=
1=. A conference centre
1=. A wedding reception venue
3. A holiday hotel
We, and another set of guests, complained to our holiday representative, from Tui, who was utterly sympathetic, quite shocked at what had happened, agreed that the state of affairs was unacceptable and we agreed a compensation package.
If you chose this hotel and you are unlucky enough to book at the same time as a conference, prepare to be treated as second class guests. If you want to call and check the dates of any conferences, don’t speak to the general manager as he will tell you that there has never been a conference there.
My final bit of advice would be, don’t risk it, find another hotel.