Pullman London St Pancras

The hotel is fine, rooms a bit small but acceptable. We were told that they would prepare a cake and do something special for our anniversary, but they never bothered. There were numerous issues, like super rude housekeeping and room service. The reception, housekeeping, and room service never picked up calls, and when we wanted something would keep saying call the other, instead of passing the line themselves. There was always a general air of entitlement and rudeness. When we asked for dental kits at 730am, they said that housekeeping isn't on yet. What kind of hotel has housekeeping hours?! Then when the wifi went down, twice, we asked them to fix it and they said that the technical team isn't working because it's a Sunday?! What type of hotel has working hours for that. And when I asked the receptionist what's going on, he apologized but the solution he said was to move to a lower floor for more stable wifi. Is this 2026 or 2006?! Disappointing shower pressure (and that's putting it mildly). The amenities such as coffee pods were never replaced unless asked for. When we asked for the bottled water to be replaced they took over 45 minutes each time, and said we can only do 2 bottles complimentary. Is this a luxury hotel or a joke? Also, when they 'upgraded the room', we got a higher floor which had a good view. But the room was still puny, and they said 'oh wow your room has a coffee machine', like it's a huge deal. The staff were generally OK, or very cold and rude. No one even offered to help with bags or open the front door, at 5pm. On new year's, we came back to the hotel at 1am on Jan 1st, and the guy manning the door said rudely 'show me your room key'. He could have said please and been much nicer/more professional. Only our check in agent (I think his name was shiv) and the check out lady (didn't catch her name) was pleasant. The GM Pasqualle was very pleasant, though we only interacted with him after check out when I left my wallet in the hotel. He was very honest, reached out saying we had left it there, kept the wallet until I asked someone to pick it up. That was handled very well. Wish that the GM was more accessible before. And The location is great. These were the only good things. Very overpriced at over £300/night and isn't anywhere near a 4 star. The entire team should visit Pullmans around the world, specifically in Asia, to understand what the standard and service should be. This was highly underwhelming. Not once were we offered anything for all the troubles. Just met with a cold response, as if they're doing us a favor or that we re asking for something unreasonable. This is a Pullman without the Pullman standard.

The hotel and location were overall excellent. My only criticism would be that there was no dressing table area with mirror and the bathroom lighting quite poor, so had to stand in front of the mirrored wardrobe immediately in front of the bathroom to do my make-up.

Convenient location, comfortable beds! Gym has great views and sufficient equipment