The Pelham London - Starhotels Collezione

The Pelham London - Starhotels Collezione, a Michelin Key Selected property, offers a distinctive luxury experience in the heart of London's South Kensington. It consistently garners praise for its elegant design, prime location, and exceptional service, though some minor points of contention occasionally arise.

1. Overall Rating & Sentiment

The general consensus for The Pelham London is overwhelmingly positive, with guests frequently describing it as "fabulous," "lovely," "stylish," and "a gem". On TripAdvisor, it holds a 4.5 rating. Booking.com reviews highlight its location with a 9.5 rating, staff at 9.2, comfort at 9.0, and cleanliness at 8.8. Value for money typically scores around 7.9. While the majority of feedback is glowing, some divergent opinions exist regarding specific aspects like bed comfort.

2. Key Highlights

Guests consistently laud The Pelham for several standout features:

• Service: The staff frequently receives accolades for being friendly, helpful, exceptional, outstanding, professional, yet warm and welcoming. The presence of a Les Clefs d'Or concierge team is a notable amenity, capable of assisting with a wide range of requests from tickets to classic car experiences.
• Location: Its central and convenient location is a major draw. Situated directly opposite the South Kensington Tube Station, it offers easy access to major attractions. Guests particularly appreciate being within walking distance of world-class museums such as the Victoria & Albert Museum (4 min walk), Natural History Museum (3 min walk), and Science Museum. Harrods and the Royal Albert Hall are also close by.
• Design: The hotel's interior, a signature design by Kit Kemp, is often celebrated for its extravagant, modern, and quintessentially English aesthetic. It boasts a unique blend of vivid colors and vintage furnishings, creating a stylish, warm, and inviting atmosphere. The wood-paneled drawing room and library are also frequently mentioned as charming spaces.
• Amenities: Free WiFi is available throughout the hotel and in all rooms. A 24-hour fitness center is provided, and the hotel also features two bars/lounges and a coffee shop/cafe. The Pelham is also pet-friendly.

3. Room Quality

The Pelham's 51 guestrooms and suites are individually designed, showcasing a unique mix of antique and modern furniture, art, and luxurious fabrics. Designer Kit Kemp's distinctive style is evident with exuberantly patterned headboards, drapes, and upholstery often contrasted with plain, elegant wallpaper.

Room comforts include fluffy robes, pillow menus, granite and oak bathrooms, and Penhaligon's toiletries. Rooms are air-conditioned and feature flat-screen TVs, mini-bars, and free WiFi. Deluxe double rooms are approximately 23 square meters (247 square feet), while Junior Suites range from 28-30 square meters. Some rooms are also soundproofed.

Regarding bed comfort, reviews are mixed. Many guests praise the beds as "super comfortable," "plush," or even the "comfiest I've ever slept in". However, a recurring complaint notes that the beds can be "ultra-soft," leading to discomfort and back pain for those accustomed to a firmer mattress. Some guests have also reported issues such as old or lumpy mattresses, or rooms being too warm even with heating off. Smaller room sizes are sometimes mentioned, though often acknowledged as typical for London hotels.

4. Dining Experience

The hotel's restaurant, La Trattoria, is helmed by Head Chef Roberto Roncolato, serving traditional Italian dishes with an innovative twist, emphasizing fresh, seasonal produce. Michelin-starred Chef Alfred Russo has also been associated with the restaurant.

Breakfast at The Pelham is frequently described as outstanding and superb, with a varied selection that includes fruit salad, French toast, pastries, a full English breakfast, and avocado on toast. While generally well-received, a full breakfast is typically available for a fee. The hotel also offers a popular afternoon tea service. Guests can also enjoy 24-hour room service.

5. Service & Staff

The service and staff at The Pelham London are consistently highlighted as a major strength. Guests frequently commend them as friendly, helpful, exceptional, outstanding, professional, warm, welcoming, and accommodating. Many describe staff as going "above and beyond" to ensure a pleasant stay. The Les Clefs d'Or concierge team is particularly noted for their expertise in arranging various requests.

However, there have been isolated reports of less positive interactions. One guest noted a Front of House Manager being "superficially polite" but unhelpful in resolving a room issue, with no follow-up after checkout. Another review mentioned "insufficient staff" and a "rude manager".

6. Location & Accessibility

The Pelham London boasts an enviable location in the heart of South Kensington, a prestigious and vibrant neighborhood. Its position directly opposite the South Kensington Tube Station provides excellent transport links across London.

The hotel is ideally situated for cultural exploration, being just a short walk from major museums like the Natural History Museum (3 minutes), the Victoria and Albert Museum (4 minutes), and the Science Museum. High-end shopping at Harrods and cultural venues like the Royal Albert Hall are also within easy reach. Hyde Park and Kensington Gardens are less than a mile away.

It is important to note that some rooms and common areas are only accessible via stairs, and guests requiring special assistance are advised to contact the hotel directly.

7. Value & Pricing

While considered a high-class hotel, The Pelham generally offers good value for its location and amenities, as indicated by a "value for money" rating of 7.9 on Booking.com. Superior rooms are specifically mentioned as providing some of the best value for luxury accommodation in London.

Typical room rates can range from approximately $132 to $1093, with some rates starting around US$248. Guests should be aware that a daily full breakfast is available for a fee, typically GBP 24 for adults and GBP 12 for children. Additionally, extra roll-away or sofa beds in Junior Suites and Executive Rooms incur a charge of GBP 45 per night.

8. Common Complaints

While overall highly rated, a few recurring issues and criticisms are worth noting:

• Bed Firmness: The most prominent complaint revolves around the perceived "ultra-soft" nature of the beds, which some guests found uncomfortable and even detrimental to sleep, advising those who prefer firmer mattresses to consider other options. This stands in contrast to many guests who found the beds exceptionally comfortable.
• Room Issues: Isolated complaints include a lumpy mattress, a broken hairdryer, or difficulty opening bath gel. Some guests also found their rooms to be too warm, even after adjusting heating and opening windows. The comfort of roll-away beds for adults in triple rooms has also been a point of criticism.
• Service Inconsistencies: While the staff is generally praised, a few guests have reported negative experiences with management, citing "superficially polite" but unhelpful responses or even rudeness. One guest also felt uncomfortable being directly asked for a tip at checkout.
• "5-star" Expectation: A small number of reviews suggest that some guests felt the hotel did not fully meet "five-star standards," describing it as closer to a "mediocre 4-star property".

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