Canary Riverside Plaza London, Vignette Collection, City Room

Just wanted to say a huge thank you to Sindy who helped me out the other week. I enquired about possibly getting into the room a bit earlier so my best men and I can get ready in the room before I go to get married in the afternoon. Sindy was very helpful and has arranged for us to get in a bit earlier. 1 less thing to worry about with all the usual stresses leading up to our special day, it is very much appreciated. Roll on May 23rd. Thank you so much.

We booked a room on booking.com, like I have done countless times. On arrival (28/12/2025), trying to check in was very difficult and honestly very embarrassing. I was advised that the booking had come through from a 3rd party company, which can happen when using booking.com. The hotel is advertised on the site, I’m not sure why this was such a shock. I was told, I should only book via hotel, they don’t receive bookings this way usually. 2 gents on reception , advised they would be required to speak to a manager, we were told to sit and wait. At this point I wanted to leave and not return! Approx, 10 mins later, reception staff came over, advised that on this occasion they would check us in, but if there was “another person”with the same name as myself that try’s to book in, there would be an issue! This blew my mind! Absolutely Shocking. I was then asked how much I paid for the room, I showed the members of staff the booking email. Almost £300, for 1 night. Alongside the booking reference number, I’d and my bank card! This was hugely humiliating, we were treated like we had stolen someone else’s booking!!! Assuming another perons happens to have the same name, booking ref number and I’d! I have never experienced this sort of problem previously at any hotel I have stayed at. Room 413. Pleasant room; comfy bed, outdated furniture. Window were incredibly dirty, as night fell, it was quite difficult to see anything out the window, covered in bird poo. Very disappointed. Based on the service alone, I would not recommend nor stay here again.

I visited Canary Riverside Plaza Hotel with my husband yesterday morning, and unfortunately we had a very disappointing experience. The lady at reception was extremely rude and unprofessional in the way she spoke to us when we asked about room availability. Her attitude was not welcoming at all, especially for a hotel that claims to be 5-star. We felt uncomfortable from the moment we arrived. The hotel itself did not feel like a luxury hotel. It looked empty and poorly managed, and overall the atmosphere was not what you would expect from a 5-star property — honestly, not even close to a 1-star experience in terms of customer service. Another disappointing thing was the swimming pool situation. The hotel does not actually have its own pool; it is part of Virgin Active, and guests need passes to access it. We were also surprised to hear that there is no general manager at the hotel, only one operations manager who is apparently always busy. Overall, the staff service was poor and very unprofessional. I was very unhappy with my experience and would not recommend this hotel to anyone.