Town Hall Hotel

Nice hotel. Good service. Rooms are nice and the gym is very well equipped with two peloton. Only reason I give it a 4 is because I couldn't find the bar and there was also an underwhelming lobby area. The location is also somewhat suboptimal being 20-30 min from main London. Otherwise it was spacious and recommended

The good
The hotel is beautiful as it is quite historic in itself. The rooms are pretty upgraded and I even had a washer/dryer (although the dryer didn't do its job very well). There are some amazing food options. Da terra is a Michelin starred restaurant and corner room can hold its own. See my separate reviews to come on those as they were outstanding. I feel like it's a shame the service doesn't consistently match from a hotel staff perspective.

Unfortunately, the cons are copied from my direct feedback to them below-
1. Although you are loosely affiliated with Marriott, it is frustrating to not see availability through the Marriott app and have to call to discuss.
2. My company already has a corporate rate which the manager did not honor. Although your website had deals for £150 a night and stay 7, pay 5, my negotiated rate was £175/night including breakfast. The rule of thumb is typically long term stays and loyalty members should always receive the best possible rate. Even if there was a peak time during my stay, that should be a higher rate during that time, not for the entirety of the 6 week stay.
3. When I made the the reservation, I specifically asked if I could check out early without penalty due to the corvid19 virus just breaking. I was reassured by both this person as well as the person who checked me in. Upon checkout, the receptionist said they could not provide a copy of the bill until they verified with the manager that I could check out early. The person on site then said they had to verify with the people I claimed to have spoken to. This in incredibly poor service.
4. Upon calling to follow up from the airport, the manager provided excuses about the staff not being trained to handle these exceptions due to the virus. Regardless, I think charging any type of cancellation fee is absurd when I did stay 1.5 weeks plus pay more than the rate on the website and the complaint above.
5. I went into the corner room for breakfast and provided my room number as it is included with the stay. I asked to simply grab a smoothie to go. It came in a glass with the bill. I asked if I could get it in a to go cup and the small coffee cup was 3/4 full with 2 big pieces of ice where I finished it in 5 gulps. I asked why i was getting a bill and she said smoothies are not included. Because I did not have any breakfast (£15 value) I don't feel like i should've been charged.

tl;dr: If I wanted to stay in a disgusting basement suite I would have booked an airbnb, not a 5 star hotel.

details: the room they gave me was in the basement. It was full of spiders. The spiders were hanging out by the baseboards and scurrying around. Even without spiders I wouldn't consider staying in a basement luxury / 5 stars. It's gross. The staff refused to move me, and were generally rude. The shower handle was broken. The fridge made a horrible buzzing noise all night. The basement suite had windows (right next to the ceiling, obviously) which looked right out at road level onto a street. Car headlights shone into the suite. The wall next to the bed was covered with decorative panels which weren't joined properly. The centimeter-wide cracks between the panels were full of dust, cobwebs, and of course extra spiders.

Overall, a horrible hotel! I can't believe *any* basement suite would be considered 5 star, let alone this one. Complete waste of money.

So pluses:
-Room we got is absolutely gorgeous. Huge 1 bedroom in the back. It's quiet, clean, and absolutely perfect. A/C was a HUGE plus.
-Gym area is awesome. New machines.
-Great location. Easy access to tube and bus stations.

Minuses:
-I've read on here that the staff just "don't seem to understand you". We've run into this problem twice now. Simple questions like "which floor is the first floor from the lobby" were answered with eyerolls, disdain, and not an actual answer. We figured it out...the first floor is one floor up from the lobby...I also asked "Why was someone trying to enter our room at 6pm?" to which I am still unsure of the answer. When you come and leave, the staff stare at you silently...no good morning, hello, welcome back...

So if you want a gorgeous room and have no problem dealing with a little 'tude from the staff, then this place is for you!

Beautiful hotel, the restoration that has been done is amazing. As you walk into the hotel you are greeted by an amazing staircase, which is made of stone and marble. Unfortunately the front desk were not as warm and inviting as you would expect, and did not seem overly willing to help with any requests.

Fortunately we had a room down stairs near the pool area as we have an infant and surprisingly you can hearing the wedding and events going on several floors up all through the night so I could not imagine being any closer. So be aware that if it's wedding season you will be up all night even if you are not part of it.

The rooms are very spacious! It's amazing to see the original images of each room on the wall to show you what the room looked like before. That's where the pros of the room ended, our bathroom door in one room did not close all the way, and in the other bathroom you could not switch from the hand held shower option, upon calling the front desk we then had maintenance in and out of our room for several hours trying to fix the problem. Unfortunately this was not the only thing broken, our AC also did not work but we did not find that out until the middle of the night when we were slowly baking overnight.

We were there for a wedding and the venue, and reception areas are amazing, very grand, open spaces which were perfect for the happy couple.

It was advertised online that their was a restaurant and bar area which was perfect as we did not want to venture out to eat with the baby. Upon arriving we find out the restaurant actually closed the night before and the only bar area was in the restaurant. It turns out it was planned renovations and would've closed for a month. Both my wife and I wished it had been mentioned when booking as we would have made different arrangements.

It had the potential to be an amazing experience but we were left very disappointed and for the price paid for a room you would expect everything to be perfect.

This hotel was the best! I picked this hotel for the last and final destination of my Europe trip. I arrived at the hotel earlier than the check in time but it wasn't a problem because the staff stored my suitcases and gave me a list of things to do around the hotel to kill time. After an afternoon of shopping, I arrived back at the hotel to find that my room was ready. The staff was super accommodating and helpful. Besides going to the swimming pool, I didn't get to explore the hotel... sadly. The continental breakfast.... A MUST! I ordered continental breakfast every morning. The room service was great.... not much of a selection though. They also provide still and sparkling water in the refrigerator. Checking out was a breeze as well. I will definitely be staying here the next time I visit!

For any fan of the mid century modern look this place is an absolute dream. Absolutely gorgeous decor - interiors inspo everywhere you look - with lovely and interesting bits and pieces round every corner. The bar was amazing - great cocktails, lovely staff, zero hipster posturing - and the slick and stylish pool is the cherry on top. Just go already, you won't be disappointed.

This hotel is very hit and miss and it is so much more miss than hit lately. The last time we stayed here there was a dance party in the club next to our room and we were up until 1 am with music blaring. The manager asked us to come back and give gene another chance. This time we booked and were given a lovely room with a bedroom upstairs and huge windows in the back where it was quiet and peaceful. The air conditioning was broken and, with the lofted space, the room was very hot and stuffy. They have now moved us to another room with working air conditioning but it's 1/3 the size and the bed is a double when we had a king. They should not sell rooms in which the amenities don't work and, while I know part of the "charm" of this hotel is that all the rooms are different, I struggle to understand how a duplex room and a small alcove studio are the same category.

Told me at check in that they had no room and I had to go to a room 2 miles away. In a blizzard. I refused so I guess they kicked someone else out. They shoved me down in an underground room which was a strange shape. And the swimming pool was shut. That was the reason I booked the hotel. Refused to contact anyone who had the authority to do anything til the next morning, but did say I could cancel and go somewhere else. Awful awful hotel. Horrible experience on the worst night of the year with tonnes of snow. Terrible customer service.

I am a boutique hotel junkie. I find them, memorize everything about them and then count down the days 'til I can cross one off my list.

I was thoroughly unimpressed by London's boutique hotel scene. Many were pompous and stuffy or designed by people with a similar aesthetic to my grandparents. Sweet people of course, just not my scene.

When I found Townhall, it all clicked. The photos showed literally a former townhall or city building with rooms filled with mid century furniture and not one, but two hotel restaurants with a serious chef to back them up.

Maybe my expectations were stretched, but upon checking into my room I felt that someone let all the air out of my balloon.

While the location and "concept" were spot on, I was dismayed to find a room that was perpetually sub Saharan hot, located below ground, next to the gym, pool and storage room for housekeeping, which meant that a door was continuously banging closed at all hours- within 10 feet of my room.

My room was missing a corkscrew and the milk. I bought my own milk down the street. No big deal. I like my coffee black, but my late night cereal addiction couldn't be met without milk. When I called about the corkscew the woman was pretty accussatory. No, lady I didn't check into your hotel to steal the corkscrew an hour after arriving, to then call and ask you to replace it.

I would have appreciated a bit more of a lobby/ communal chill space as well.

One of the things I've come to expect from boutique hotels, is that they know their stuff--- in the neighborhood. I must have asked 3-4 different people at the front desk about various restaurants that I had done my homework on but wanted an insider's opinion. None of them knew anything about any of them. I even had one person pull up the website and read to me from it. I'm trying not to be overly beat up about this point. Pause. Nope, it still bothers me.

Wish I could have tried either of the restaurants there, but my list of places to hit up in the area was already incredibly long and seemingly untouched after days upon days of noshing.

Several of the other reviewers enjoyed the complimentary macaroons. I'm not a die hard macaroon person...I won't comment.

My favorite points about this hotel: the enormous safe in the lobby, the large tub in the bath and the optional pair of goldfish for rent for 20p per night.