Review of Leonardo Royal Hotel London City - Tower of London 4*

Really disappointing. Have stayed in the Grange St Paul's previously & had a largely positive experience, but the Grange City Hotel should not be able to call itself a 5-star hotel. We went for a relaxing night & it was anything but that. Check-in was chaotic with no system in place, so people were just able to jump in front of others in the queue. Our room was clean but outdated with paper-thin walls — we could hear everything going on in the room next to ours. The pool & sauna were fine but they insist on making the entire pool swimming lanes, which is awkward for people who just want to paddle & chat. Our room overlooked Fenchurch Street station & we commented that at least the double-glazing seemed to be good — as we couldn't hear the trains (although we were on the 5th floor so presumably that made a difference too). Famous last words: when we got back to the room after dinner, we were assaulted by drum & bass noise. Midnight came & went, & still the room shook. Just after 2am, I finally gave in & called reception. I was informed that the noise was not coming from the hotel — that it was most likely coming from Revolution nightclub. I told the receptionist to send someone up to my room to assess the situation & determine where the noise was coming from. Needless to say, no one came & no one bothered to call me back to offer any solution (such as an alternate room). When checking out, I was ready to vent but decided to see whether the receptionist asked how my stay was. She didn't. Appalling customer service. Never again.