Park Plaza Riverbank, Riverview Lounge

I stayed at the Park Plaza Riverbank hotel from July 19 to July 25, 2025. While the hotel’s location is excellent, our overall experience was disappointing and far below expectations. At check-in, we were told that the waterfront rooms we had selected were not included in our reservation and would require an additional fee—something that was never mentioned in the booking details. We reluctantly accepted the two rooms assigned to us. However, we quickly discovered that one of the rooms had no bathroom door. When I contacted the front desk, I was told that some rooms simply don’t have bathroom doors. They did promise to move us to a different room the next day, but in the meantime, my children had to go without showers after a long 12-hour journey between flights and airports. The problems didn’t end there. After a full day of sightseeing, we returned to find that housekeeping had not cleaned our room. The espresso machine containers were empty, and the provided cups were dirty. I called customer service, and although they promised to send fresh cups and refill the machine, no one ever came. The following morning, I ordered two cups of hot milk from room service. Instead, we received two cold glasses of milk, and it took another 20 minutes for them to return with the correct order. On the third day, housekeeping failed to clean our children’s room entirely. We had to wait in our room until it was finally taken care of. Overall, this was one of the worst hotel experiences we've had—and we travel frequently. I would not recommend this hotel to anyone looking to enjoy their vacation in London.

I am very surprised this hotel is highly rated at 4 stars. I am not sure if people are experiencing quick stays or if they lack attention to detail but this hotel could use a lot of improvements. First of all, my family and I recently stayed in one their studio rooms the last week of May and the size of the room they provided for 4 adults was very uncomfortable. Me and my brother had to sleep on a pull out sofa bed and you could barely walk around the room freely. We even had to request for an extra comforter because our bed was so small. There was no privacy. We tried to talk to see if we could upgrade the rooms but the people assisting us wanted to charge us an extra $800. We had no other choice but to stay in the room. Second of all, we had to constantly tell the staff to provide us with amenities that usually are provided at other hotels daily such as towels, shampoo, conditioner, body wash, clean cups, etc. They do not even provide a basic microwave to heat up food. Housekeeping also did not clean the room one of the days after leaving the clean sign up and when they did clean, it was not 100%. The bathrooms would only be replaced with toilet paper and the garbage would be taken out but I noticed that the walls were dirty with mold and some of the same spots were not wiped down. Also, I am not sure how they control the temperature of the rooms but some nights were very cold even turning the AC off. On our last night there, the AC was off and our room was burning to the point that we had to call the concierge at 3am in the morning. Overall, the staff is friendly and the hotel is close by to some great attractions but the staff really should be a little more mindful to certain details. My experience was just an uncomfortable one.