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Rooms seem to not be cleaned as floor carpet and mini tiny bathroom was filty and just unpleasant.
There is no room cleaning during stays less than 4 nights, and despite requesting the offered daily house keeping (in due time nights before) I was explained they had no capacity to cover alle rooms as they never showed up. They offer toilet rolls and towels in reception if needed. There is a charge of 5£ for storing each pievce of luggage, bbit when picking up the items the storage room was locked and reception staff did not know where the storage man were.
This was really bad where everything is wrong, and basic hotel management would at least to keep the rooms clean. I could list up many topica here, but I guess it wouldn´t help.

As a very regular user of hotel rooms around the world i have an automatic expectation of towels and toilet tissue in a room, in fact I don't even check, I mean should I need to??

Anyway imagine my surprise when finishing my shower to find neither.

So I dried myself to the best of my ability with spare clothes and a hair dryer and went out to meet my clients, on the way I spoke to the reception staff and told them of my disappointment.

So you can only imagine my disappointment when I returned to my room later in the evening to find still no towels or tissue, so I went back down to reception in the lifts that take 5 minutes to arrive and complained yet again.

Without labouring the point this happened another 2 times before I was handed towels and toilet rolls in the reception by one of the staff who informed me that there was no house keeping on duty in the evening

As a footnote I would have tried phoning reception from my £200 per night room but there was no phone and when I called the reception number from my mobile there was no answer on 3 attempts

Shambolic customer service

Stayed for a week and, having stayed here numerous times over the past 20 years, I’m very disappointed to say that I would not return.

On arrival, we were greeted by a wall of computers for self-check-in rather than a reception desk and a member of staff. The whole process felt impersonal and unwelcoming.

Even simple requests, such as extra towels and toilet rolls, were unnecessarily difficult to arrange. On one occasion, I asked for assistance from a member of staff using an iPad, but her dismissive manner made me feel as though I was inconveniencing her simply by asking for help.

It’s a real shame to see how much the experience has changed over the years. After so many visits over two decades, I never expected to say this, but I would not stay here again.

Room booked for layover - no one knew what was needed at check in and then room allocated that hadn’t been cleaned which we only found out after getting into room as we were disturbed by cleaners who told us how are you in this room? Fair point as walls were covered in food sauce and a medical injection device on top of a picture frame hung in room (I took a photo)! It took us ages to get to to room due to long queues and lifts being out of order. Same issue when we left. From checking an whatsapp message saying advise us of any problems - all the above and nil response during and after our short stay. Emailed duty manager as given by check out desk and no reply 2-3 days later. I have had a survey and offer to stay again with 25% off! Absolutely 0 star hotel and you’d be better off in a hostel or sleeping in the airport lounge. Will not be returning. Apparently part of Zedwell whose other hotels are not like this one but. Wrote this after calling number on invitation email to stay again and been on hold 22 mins. Avoid!!!!!

If there were a zero instead of 1 star I would give that or less. We wrote to them as prior to staying there we had no bites and upon leaving we went to a pharmacy on Tottenham Court Road and they said they were bites and gave us the appropriate cream. Despite this hotel being owned by a billionaire they aren’t interested. Just the standard thank you for bringing it to our attention. Previous reviews have also said about bites but no they inspected room and nothing. False nails on the floor, dirty carpet, dirty shower head and tray and dirty tap. Shocking hotel, don’t let the low costs fool you into staying here.

Have stayed here previously but this time extremely disappointed ...
No hairdryer in room, no tea/coffee in room, no fridge, room like a hotbox, staff rude (especially in bar), no housekeeping at all - had to ask for towels & bin to be emptied.
Charge for luggage storage, per item, BEFORE checking in - wouldn't mind on checking out!
Standard reply received when complained about changing hands etc - totally not acceptable.
Only good thing is location.
Avoid at all costs as would get better service in b&b!!

Just back from one night stay here! We paid 200 euro for one night plus 20 pounds extra to check in an hour earlier also charge 10 pounds per bag to mind ! Stained carpets in hall ! Some staff rude. Room no ac. Totally needs an upgrade! Save your money and stay in a hostel ! Only good thing is location good

Ten 1e 10 pond per koffer voor opslag betalen bij de incheck en de uitcheck rare situatie
3x bij receptie geweest over dat de airco niet werkte na 2 dagen deed deze t nog niet
Handdoeken wissel en bedden opmaken gebeurt niet
Gerenoveerde kamer besproken en kregen een oude gemeld maar vanwege concert zat hotel helemaal vol /bed was goed/ alleen heel warm op de kamer
Qua ligging een voldoende
Qua kamer en serice een 1
Gr maart

Nul n écoute pas le client et de moquent des demandes

My friend and I have been staying at this hotel twice a year for at least 14 years..
We had always been satisfied with our stay but this time it was totally different.
Arrived to no concierge, desk having been removed, no desks with staff ready to welcome you, (instead a self service check in.).
Then no hand towel in the room so had to request one, and then no tea/coffee facilities. !.
We will be staying elsewhere in future.

My Friend & I have been visiting London twice a year for over 15 years & have always stayed at St.Giles, we have just returned from St.Giles & really are very dissatisfied with the standard of the hotel since it has been taken over. No tea & coffee facilities, charging £10 per bag in concierge, had to ask for hand towels! Staff not as friendly as before, the warm welcome seems to be missing now. We will be staying at another hotel in London on our next visit after this experience!

Appalling from start to finish !
Booked an upgraded room with tea and coffee facilities. This didn’t happen at all. Room very basic . Staff not helpful at all, false promises from start to finish. Nothing but excuses for the mess up. Avoid this hotel at all costs.

We have been using St Giles Hotel for our annual visit to London for 9 years. We (party of 3) always book 2 double rooms for 3 nights, and have previously been very satisfied with our stay at your hotel. Unfortunately, we are not able to say that for our recent stay due to the combination of the following:
1. The book in process via the terminals in the foyer did not give the option of taking both rooms on the same floor. This is important to us as one of the party is elderly and occupies the room alone. We were given rooms on floors 5 & 7. The only person available to speak to was on the 'Executive Check In' desk which was very busy and we didn't feel that was available to us.
2. Our rooms have usually included facilities to make tea or coffee. This was not available in either room. We did speak to a gentleman on the 'Executive Check In' desk. He arranged for a kettle but nothing else. As we do not travel with cups/mugs or tea/coffee this was of little use to us. We often travel in the UK and abroad and have never stayed at a hotel where this service in not included.
3. There were no hand towels provided in the bathroom. Again, not something we have ever experienced.
4. The concierge service has been discontinued. Luggage can still be left on the day of check out to pick up later. However, there is now a charge of £10 per item. This is outrageous, and not something we have ever experienced.

In summary, it is obvious that the opportunity to cut every corner has been taken. You should be aware that this is seriously impacting on the customer experience. In a highly competitive market this is a serious mistake.

Is this a hotel or a S Club? Idk what's happening in the room nearby

i have stayed here for several years and since the new ownership it has declined massively. They recently charged me twice for my stay and the emails i send them keep bouncing back i called reception and they just told me to email them at the same address. I tried to contact them through the contact form on the website but they have ignored me. Im having to do a chargeback through my credit card to get a refund. I wont stay here again. They have also removed kettle, phone, and daily housekeeping.

I booked this property when it was advertised as the St Giles London. Since my booking, it has rebranded to "STG Hotel Oxford Street." Management has admitted in writing that the property has undergone "rebranding and refurbishment," yet the standards do not match what was originally contracted. I refused to check in as the property was not as described. Despite the hotel admitting to these material changes, both STG Hotel and Booking.com are refusing a refund, hiding behind a "non-refundable" policy that should not apply in cases of misrepresentation. I have been left out of pocket for €250.80 and have had to escalate this to the European Consumer Centre (ECCI) and initiate a bank chargeback. Be extremely careful booking here if you expect the standards of the former St Giles. Disgraceful service and total lack of accountability.

St Giles Hotel London: DO NOT STAY HERE! Absolute frauds! Stayed here with my daughter in April 2026 for 3 nights, was charged for the stay on arrival and then paid an extra £20 for early check-in on the overall total. Then was recharged another £20 by the hotel saying i hadn't paid the early check-in, yet the confirmation emails and bank statements clearly show the hotels mistake. They clearly need a better accountants as the current ones are fraudsters! After numerous phonecalls and texts. As of this day i am still out of pocket from the hotel, absolutely disgusting customer service! I'd steer well clear of this place . Disgusting service.

Very disappointed. Stayed in January 2026 and room was very basic but clean. Booked again for April 2026. To say I was dissatisfied is an understatement. The room was clean but there was no spare pillows or blankets and we were told if we needed more there would be a charge. Only one towel each in the bathroom and no hand towels etc. there was no toiletries in the room and the hairdryer was not working. At apx 1am the fire alarm went off. There is no phone in the room and being on the 9th floor we were unsure as to how to get out without the use of the lift. We had to go down nine floors via stairs and when we arrived down stairs the lack of experience from the staff was awful. Thankfully this was a fault on the electrical board and not a fire as I dread to think what would have happened if it was a fire. According to a lady we spoke to this had happened several times over the four nights she had been there. There was no announcement to tell us what to do. When we asked should we go outside the manager just shrugged and said stay here or go outside it’s your choice. It really does let this hotel down. The only thing going for this hotel is the location as the hotel itself is definitely not worth the money. I defo won’t be staying here again. Also they used to take the luggage in the luggage room for £2 per back which is now £10 per bag. Daylight robbery!!!

STG needs to be careful not to increase their price or their customers will really turn on them. No minibar fridge in the hotel anymore, i got a old tv from 2001 which barely is bigger than my ipad. They dont believe you after you prepaid them for a breakfast. They make you go another round to the reception and ask for a printet receipt. They then make you sign it and then you can eat! Anyhow best to avoid their breakfast altogether, not a amazing selection and the orange juice taste like its mixed with vodka. 😖

What happens in the London hotel is utterly disgusting! Weekly planned s** parties with gangs of man coming in and out!