The Chelsea Harbour Hotel and Spa

The front desk team at this hotel are amazing! I was warmly welcomed and got an early check in plus an upgrade to my room. As a first time guest this was truly an awesome experience. This is a very lovely, luxurious hotel with all facilities one needs to enjoy a stay in a very nice area of London. The views from the room, the amenities,the restaurant, Spa and all are top notch. This one is not to be missed. Trust me.

Rooms and amenities could be better

Nice hotel with great staff.thou i did not spend so much time in my room as i was on business trip, ut this hotel,overall,is good.

Worth money

I booked a room (Chelsea King Suite) with breakfast on Sat 27 Nov 2021 for my wife and I to celebrate my wife’s 50th birthday at the Chelsea Harbour Hotel & Spa in Chelsea, London. After checking in to our room, we noted the room was very cold so turned on the aircon to full heat (30 degrees) before we visited the spa to find a small pool area with limited loungers which were all taken and separate steam rooms/saunas for men and women. We wanted to be together, not separated. Had I known this, I would not have booked the hotel. On return to the room, we noted that the 2 aircon vents were blowing out cold air only with a very low flow. The bedroom was very cold. So cold that we stayed under the duvet with our clothes on to maintain some warmth. I phoned Reception to report this and a maintenance person came to the room to resolve. After 20-30 mins which included a large part of the ceiling being opened to gain access to the aircon units which created dirt/dust in the air and floor, we started to get some warmer air but the flow was very minimal/inadequate to heat the room and the maintenance person said he could not fully resolve the issue without bleeding the whole system. We were not happy with this (not wanting to breath in dirt/dust) so packed our suitcase and went to Reception to report the issue to a senior manager (Mr Sukh Dhillon - Front Office Manager), and express our complete dissatisfaction at this situation and request another room. Initially Mr Dhillon informed us that they were fully booked but they could place heaters into the room which we said was not acceptable due to dirt/dust that had already been created in the room. Despite initially saying they were fully booked, Mr Dhillon then said there was a twin room available to which we confirmed that was not acceptable for us as we’d paid for a King Suite and wanted like for like. Mr Dhillon then said that they had an accessible suite available to which we said, we would like to view it first. A few seconds later, we were informed by Mr Dhillon that the person who was checking in at that time had taken the accessible room. At this point, with no viable solution to the issue in hand and as we were completely dismayed by the very poor and incompetent service, I requested a full refund for the room/breakfast (total of £192.44). However, Mr Dhillon explained that as I had booked via Trip.com, any refund would have to be processed by Trip.com on Monday. We asked for this to be confirmed in writing (see attached note). In addition, the complimentary chocolates and bottle of bubbly which was given to us by the hotel (delivered to our room) was promptly whisked away by a staff member, just prior to the discussion with Mr Dhillon. The final straw of this awful experience was as we were sitting in the hotel reception area trying to find alternative accommodation in London, a hotel staff member (not Mr Dhillon) approached us and proceeded to tell us that the table we were sitting at in a largely empty reception area was now reserved. He then placed a reserved table block on the table and said “we have got 5 minutes before I shut you down”. My wife asked him to repeat what he’d just said as we thought we had misheard him and he again proceeded to say “you’ve got 5 mins before I shut you down”. His aggressive tone and demeanour towards us was disgraceful and consequently we both left the hotel in disgust. Given that we had planned this for my wife’s 50th birthday for many weeks, we are absolutely disgusted by the appalling service and treatment we received from this hotel. It goes without saying that this is completely unacceptable. I have never experienced such a disgraceful, unprofessional service and non-caring attitude of contempt towards paying customers. A so called 5-star hotel (I would say 3 at best) with minus 5 service level and customer experience. Give this hotel a very wide berth for its unprofessional, non-caring and disgraceful treatment of their customers!!!

good.