Review of Conrad London St James 5*

I really enjoyed the executive lounge, and found the service there above reproach. Check-out was a breeze, and the hotel's location is ideal. However, there are some areas of this hotel that could be improved. As a Diamond member, I've spent over 140 nights in Hilton hotels during the past two years, and the check-in for this hotel was one of the most unpleasant in recent memory. I had been communicating with Guest Relations prior to my check-in. The morning of my check-in, Alfonso, from Guest Relations, had told me there were several King Deluxe rooms available, and I responded requesting to be upgraded to one. However, my partner, who checked in four hours before my arrival, was not provided one of these upgraded rooms. When I arrived and requested an upgrade, Chloe, who checked me in, explained the policy of upgraded rooms (which I was already aware of), instead of apologizing for the confusion. This confusion would have been understood, even forgiven, should the room we did have been in better condition. Specifically, there was a large stain on the carpet near the beverage area, which is somewhat disgusting since that's what you see when entering the room. Further, the stopper in the bathroom sink is broken. Finally, when someone checks in with their credit card through the mobile app, as I did, I don't believe there is any reason to charge their companion a $200 deposit, considering the card used for the mobile check-in should be the credit card already on file with the hotel. I believe this is a great hotel. Had there been no issues with the check-in and upkeep of the room, I definitely would have no issue recommending the hotel.