There's much to recommend about this hotel. The staff were good, breakfast was better than many other places. Its location is handy for Victoria. But the place is long overdue a revamp. My room was dated and tired. There was precious little natural light and the place felt over-furnished and claustrophobic. On a warm day the aircon was rattly and old. As the rating suggests - okay, but some problems.

I stayed at this hotel on a short sight seeing trip with my family. Like other reviewers I booked through Superbreak as it was one of the very few hotels in London that could accomodate a family of 4 (or 5) in one room. The location is excellent, you are round the corner from Buckingham Palace (I teased my children that I could see the queen brushing her teeth!) and just 2 minutes from the Victoria train and tube station. There are lots of eating places and shops nearby and you can walk to a number of the major tourist attractions from the hotel. The room was clean, pleasant and comfortable. The staff where very friendly and helpful, we asked housekeeping for extra pillows and they arrived almost immediately. Reception rang to check our room was ok and arranged for extra hot chocolate as the children had drank it all. I needed to print of my London eye tickets and reception directed me to a nearby internet cafe rather that the business centre which had a minimum charge. There is just one drawback to this hotel and that is the heat. The public areas are far too warm and the rooms are not much better. As stated in other reviews the air conditioning does not work. If you cannot sleep in a warm room this is not the hotel for you. Otherwise I would highly recommend the Thistle Westminster, particularly for families.

I moved to the Thistle Westminster after a disappointing try at another 5 star down the street. The reception staff member took my phone call , arranged for a better rate via the reservations toll free number and made sure I had a quiet room away from lifts. Staff is fabulous. Busy hotels usually have impersonal staff but this is the exception. The Thistle Westminster could not take me for the total 8 days that I needed so they assisted me in staying at the nearby Grosvenor at Victoria Station (their sister hotel). Way beyond what I would expect in busy London. Rooms are larger than a standard room. I stayed in Room 117 at the end of the hall. Bathrooms have tubs, window opens onto a quiet street with nice breeze, coffee/tea, safe, and ample toiletries. Beds were comfortable but I think they may need to add more pillows for the Americans like me. Clean clean clean. Yes I quess that they may want to change the decor a little. But in the defense of the Westminster the room I stayed in was so quiet that I slept soundly every night. Internet cafe and lots of restaurants around the corner by Victoria Station. The front reception and conceirge staff was so helpful that I will stay at Westminster again.

We stayed here just one night the week on April 14th. When we arrived, the front desk offered us an upgrade for 20 GBP. We decided to take it and were pleasantly surprised at the spaciousness of our rooms. The promised free mineral water, bathrobes and slippers however were no where to be found. After calling the front desk, they brought a small bottle of water and bathrobes up. Be sure and pin down what the upgrade includes before you spend the money. Our daughter's room we soon learned had no heat so space heaters were brought up and set about the room. When I made the reservation with Thistle the clerk told me all of the Thistle group hotels were being refurbished with the Grosvenor next and then this hotel. It probably will not be so affordable after that. We also never received a requested wake up call. Our upgraded room was 150 GBP a night so I'd probably stay here again if only for the location.

We stayed in this hotel last week while we visited London. When we checked in to the room, various lights in the room including the bathroom were not functioning, the toilet was not flushing properly and worse, the bathtub had not been cleaned and was filthy. I could not believe they gave us a room in this condition. They did send maintenance and housekeeping immediately to correct the problems. Sadly, the problems did not end there, on our final stay we booked a car to the airport and a wake-up call. They never called us, had no records of the request for the call and never came to our room to notify us when the driver arrived and just turned him away. We almost missed our flight out of Heathrow had we not woken up on our own. This is by far the worst service we have ever received. On a positive note, it is within walking distance to just about everything, the breakfast was very good and the size and layout of the rooms were spacious. Maybe we were just unfortunate but I will warn you, if you need a wake-up call, make your own arrangements and do not count on them.