Hotel Riu Plaza London Victoria

We had a mixed experience at RIU Plaza London Victoria. Breakfast, the breakfast staff, the quiet rooms and the convenient location were the highlights, but several aspects of the room and reception service were disappointing given the rate charged. Before arrival, we had messaged the hotel explaining that this was our first international trip and that we were celebrating our 40th birthdays. We weren’t expecting an upgrade, but a small welcome note or even a mention at check-in would have been appreciated. Neither occasion was acknowledged, which made the welcome feel impersonal. Check-in also felt unnecessarily repetitive. Although I had completed online check-in, I was asked for the same information before the staff member realized it was already submitted. Several employees were at reception when we arrived around 10:30 p.m., but the person checking us in was not particularly welcoming. We received the room category we booked, although the outlook appeared to face an internal corridor to other rooms on various floors. Our room was very quiet, however, which was a real standout and something we greatly appreciated. Several practical details were left unexplained. A key card had to be placed in a slot to operate the room lighting on the wall by the main door to the room and we later discovered that the elevator beside our room provided convenient access to breakfast. Without that information, we had been taking a lengthy route down two floors, outside and across the street. The layout is confusing, with a maze of corridors. The hallway lights switch off and activate as you walk along, which I found unsettling late at night and would have felt uncomfortable with if travelling alone. On the positive side, there were plenty of elevators and we rarely had to wait. Room comfort could be improved considerably. The standard pillows were small, flat and hard, and our advance request for extra pillows had not been fulfilled. When we called asking for two, only one arrived, although it was a lovely, large, fluffy pillow. We called again the following night and received another standard pillow, which my husband made do with. Knowing better pillows were available made the standard ones even more disappointing, particularly at this price point. We could not find a hair dryer or get any television channels. The shower also leaked badly at the bottom, where the rubber seal appeared to be out of position. We reported this to reception the next day, and maintenance came to fix it. This reduced the leak, but it continued in smaller amounts for the remainder of our stay, so we still had to be mindful when showering. Housekeeping was otherwise excellent. Our beds were made and rubbish emptied every day, and fresh towels were usually supplied. However, the towels left on the third day had stains. Face cloths were not routinely provided, so we repeatedly had to request them. Late-night food options and the information provided about them were another frustration. On arrival, we asked about snacks and reception directed us to the “restaurant.” By then it was after 11:30 p.m., and we found only drinks and desserts available. The venue appeared to function as a drinks and cocktail bar, yet its advertising was similar to that of the actual breakfast restaurant across the street. Clearer signage identifying each venue, what it serves and its opening hours would help prevent confusion. A small shop selling snacks and everyday travel essentials would also be a welcome addition. One night, reception could not help with pain relief, and we ended up registering for Deliveroo around midnight to order Tylenol and Advil. This was inconvenient as international visitors are unfamiliar with the area. The hotel information book also lacked useful local guidance. A list of nearby attractions, cafés, restaurants and shops would have been extremely helpful, along with information about which establishments deliver and which delivery apps to use. Having this readily available would have saved us considerable time trying to figure everything out ourselves. Breakfast was easily the best part of our stay. The staff were marvellous, and the selection was extensive. The location was another standout, with excellent access to Victoria Station for travelling to major attractions. Overall, we appreciated the excellent breakfast, attentive breakfast staff, quiet room, daily housekeeping and convenient location. However, a warmer welcome, clearer information, more comfortable pillows and better attention to room maintenance and amenities would have made a significant difference to our stay.

Stayed here for a couple of nights and it was okay for what we needed. The room was reasonably clean and the bed was comfortable, but some parts of the hotel looked a little dated. Staff were friendly, although service could be slow at times. The location was handy and getting around was easy. Nothing terrible, but a few improvements would make the stay much better.