Best Western London Queens Crystal Palace Hotel

I stayed 2 nights at the hotel, the stay was excellent, the hotel was clean, nice and neat room and also quiet. The personal was good aswell, especially the blonde Spanish girl in the reception was very helpful, friendly and lovely. She helped us with the luggage and sorted out our flights tickets, if I remember well her name was Maria. Definitely wewill come back. less

Let's start with the good, shall we. The staff, while seemed busy, were helpful and pleasant. Also, the breakfast was excellent. But unfortunately that was it for the good. Now for the bad. The room we got was not what we payed for. What we wanted was a superior double room, as they call it, but instead what we got was this 4 person room in the basement. This alone would've been fine, if it was not our honeymoon. What the room we originally booked was advertised as was 'soundproof' but what we got was anything but. We heard noise from upstairs day and night. When we checked in, the staff claimed this was because they didn't have the room we wanted available for the entirety of our stay. Then why let us book at all? Seems like a horrible disconnect with the booking sites and the hotel which made our stay in London worse than it had to be. After getting over the fact that we didn't get the room we wanted, we had to contend with the horrible air freshener which caused a headache for both of us in the room. luckily we found the darn thing and turn it off. Unfortunately the smell never really left, and there was no way to open a window to air the room out. While I'm writing about smells in the hotel, one thing that stuck in my mind, which I can't in good conscience blame on the staff, but I feel the blame lies in the management. The toilet/shower stank like a sewer. The entire time. Also, this might be the norm in London, but why was the toilet/shower room floor laminated? seems like a disaster waiting to happen. Lastly the view was none existent. The window we had only showed this horrible inner yard sort of thing, which seemed like nobody had ever stepped in. It was closed off, so the view on the other side of the area was a window onto a corridor inside the hotel. Even the sky seemed barely viewable since there was a tree hanging over the area. To conclude this tirade, the hotel is fine if one is going for a night or two on a budget, but not for anything bigger. less

Stayed here during a quick family get away for 2 nights with my husband and 2 children (aged 13 and 10). Our room was the furthest away and down in the very bottom of the hotel basement, at least 4 flights of stairs and no lift!! Bathroom was extremely small, shower was the same and my 6ft 6inch husband had trouble fitting in it! Toilet paper would have been of better quality from the pound shop! The beds would of been comfortable enough had we managed to get any sleep! My family recently suffered a house fire so you can only imagine our horror and my children's terrified screams when the fire alarm went off in the early hours of the morning then immediately stopped! I called reception to be told it was a fault, finally managed to comfort my children and get them back to sleep only for it to happen again. I called reception again only to be greeted by a rather rude receptionist and told they were sorting it. Next morning when we finally managed to get breakfast due to German exchange students ( who were the fire alarm culprits) barging us out the way and grabbing food like it was the last supper, the food was very sub standard and extremely overpriced! We were extremely tired the next night and fell asleep only to be awoken yet again by the fire alarm which went on and off from 9pm until 5am!! Now when you have been through a house fire and are stuck right in the dungeon of the hotel, you are terrified of being trapped if had of been real and yet again didnt sleep all night!! The management should of made the exchange students and the extremely rude man who was with them leave after the first time setting the alarm off! I know I am not alone in my complaints as the queue at checkout was unreal! We did receive a £50 goodwill gesture after the manager called us 5hours after we left but Not good enough Best Western not good enough! We will not return or use any of your hotels ever again!! less

This hotel is imposing from the road but not inside. If your expectations are low, you might not mind it. Everything is bare minimum and in my view unnecessarily so. It's full of tourists who know no better. I stayed in a best Western in Canterbury last weekend for less and it was a lot better. If you can ever find parking it's an extra £10. The breakfast isn't worth it and costs extra. The room I stayed in was like a very clean dungeon. Find somewhere else. less

Great hotel. Bianka is the best receptionist I have ever met. She was very helpful and polite :). The hotel is clean and comfortable. Breakfasts was delicious. The hotel was really nice for price, room was lovely. less