Andaz Liverpool Street London-A Hyatt Hotel, London

My partner and I went to meet two of our friends who were stayinging the hotel at the reception. We were told they had gone out for a while. The receptionist, lady in glasses came over to see us about 20 minutes later and said "what time do you expect your friends". I said I wasn't sure, perhaps within the hour. She gave me a filthy look and I asked her if she wants us to leave? She smiled and so we got the message. My partner is disabled and needed to sit down for a bit while we were waiting. We then had to stand out in the pouring rain! Discrimination all round as far as I am concerned. Our friends who were staying at the hotel complained once they arrived to the deputy manager. This deputy manager didn't really know what to say. I agree with the other comment about it being a so called 5 star hotel, you'd be better off staying in a bed & breakfast! If you want to be made to feel uncomfortable, go stay there, however, I believe staying in a tent would be even better!!!

We were immediatley met with problems during check in which started the stay off uncomfortably. The room was clean and spacious, however the bath plug was broken and no one attended to fix as requested, meaning we couldnt even have a morning shower. Not impressed! We called room service for a hair brush also, and none came. It was only when i raised my concerns in the entrance hall infront of other customers that the bath got sorted, but still no brush. We went out in the evening and tried to find someone at the door to get us a taxi, which wasnt happening, so we wandered out of the doors to find one ourselves.

You arrive with bags in hand. There's no reception at all. You walk in, staff spot you and use a tablet type of device to check you in, order you some food, book a restaurant and check you in. Basically I walked in met a guy called Chris who look my bags, we walked over to the Champagne bar and I had a glass. He asked a few questions about what I was doing, where I was going and made a few notes about some of my questions. Mine were mainly about the DLR timetable. Anyway, all the answers were more genuinely answered and unlike other 5 star places I didn't get the impression I was being humoured. This hotel is RIGHT outside Liverpool Street tube station. So that means, you arrive on the DLR, central line or stansted express and you're there in central London. As well, the City area is a lot nicer to arrive in than Paddington as there's a lot more bars, restaurants, technology places, supermarkets, clothes stores etc etc... So, you arrive and there's no messing around. The other cool thing is that everything in the room is included. So mini-bar, drink what you want, WIFI - included and Digital movies free as well. I only enjoyed this on the last day, but if you're here to relax then you're guaranteed something on the box. You also get a breakfast thrown in plus local calls [not to mobiles - obviously]. Another great thing is if you're attending meetings etc.. LAUNDRY is included in the bill. So I went home with no stinking socks... result! There's quite a few places worth exploring in the hotel. But it's nicer at night as they use wall, floor and backdrop lighting to good effect. One of the seafood bars has some excellent green lighting and the surrounds to one of the lifts looks like you're walking into an ipod! Talking of ipods, they actually do ipod rental. They're loaded with soundtracks from, I believe, local people. Some are surprising, but there's something for everyone! Checking out was as easy checking in... Prices if booked in advance can save money. I got my room for £120. If you're a bad boy like me when you add up, breakfast, wifi, movies, laundry.. it might seem like a lot, but it isn't! Your firm doesn't crucify you on your return so it makes sense that you don't loose time looking for another hotel, everything is included and you get a quality service!

Having been a regular patron of the Great Eastern Hotel, I have now stayed in its re-incarnation “Andaz” twice. The first time, the hotel was full, so my only option of a room was the somewhat demure “Queen Suite” - which didn’t even have a bath ! I found the new check-in procedures OK, if a little “Gimmicky” but there was not the usual sense of “Nothing is too much Trouble” which was one of the Great Eastern’s defining strengths. I tried again a couple of nights ago - This time in a king suite (£376 inc. tax) - which is quite a handsome price - even in London. I had requested a smoking room - “Sorry this Room is not a smoking room and we have none available anyway”. The "Host" had a slightly superior attitude and didn't seem to give a toss that my request's weren't met ! I am aware of the VAT being charged in addition to the rate, although I can understand why a fellow reviewer was somewhat shocked by it - it really isn't clear ! Once I had arrived at my suite, I ordered a Mojito - and was served a weak Rum & Soda with a sprig - well more acurately a flop of old wilted mint - it was thoroughly awful. The Bed was not kingsize, the bedroom too hot, the lounge too cold, the healthy bar - water and a couple of juices, disappointing, and the service was reluctant and unobliging. And what on earth have they done to this beautiful place ?? The Gugennheim inspired tundra now has pretentious writings adorning, as do the lifts’ ceilings ! It is cultural vandalism ! If this is what Hyatt brings to the party, they will not be getting my invite ! I feel this formerly Conran Hotel was one of the best I had have stayed in, whilst in its GEH guise, but the new “Hip” Andaz has left me with a bitter, and expensive taste in my mouth ! I need to find a new base in London !

The hotel looks great, the rooms are great, but the treatment of customers is dire. I walked in off the street and was quoted a rate of GBP315. There was no mention of any further taxes (VAT) to pay, apart from in the small print of the form I was then asked to sign at check in (which was not bought to my attention in any way). On checking out, I found I had been charged 17.5% VAT on the room rate I had been quoted, making the bill GBP370, hardly a steal for one night's accomodation! The staff were completely uninterested in my view that I had been mislead as to the total price of the room, and did nothing to sort the matter out. In fact, a letter to the management met with the same response - I should have read the form! There was no admission that failing to make it clear to the guest that VAT would be payable on top of the room rate was perhaps not very customer friendly. Clearly repeat business is not something the GEH need or require. GO somewhere else where you will be treated with more respect.