We recently stayed at The London on the recommendation of a friend. We were in town for a charity event at Carnegie Hall. Made the reservation online but made sure the hotel knew we were first time guests in town for an event and recommended by NBC Burbank. In spite of this, it was the first time in AGES that I have stayed somewhere new and not been upgraded or at least offered an upgrade. The rate was excellent and on the plus side - the rooms are VERY spacious and that was great. The bed was comfortable and it was obviously in a very easy location for so many things - also the shower was wonderful!
On the down side, I expected a higher level of warmth and interaction with staff based on the high recommendation as well as the well known level of service that GR seems to expect from his people. Room service was NOT a "whatever you want" and "great wine list" as the website and some reviews may lead you to believe. Instead it was VERY standard room service and not the entire menu of what's available at MAZE. Not even close. We had to wait 30 minutes and basically beg and plead to get a wine list that was more extensive that the regular room service menu. I mention this because I did feel that the website was a little misleading on this particular point. Also we did dine at MAZE one night and honestly it was just okay - the food was excellent but the service was mediocre. Also the food is quite sophisticated but the tables look like they belong in a diner. It was a strange combination that just didn't quite work.
Also late one night we went to The London Bar to share a nice bottle of wine and the waitress brought the gorgeous but overly chilled bottle of pinot - we saw her bar manager talking with her and putting hands on the bottle - obviously realizing it was too cold...however the manager did not say anything to us and left the poor server (who knew absolutely nothing about wine or service) to deal with it. We actually felt badly for her, took the wine up to our room and let it warm up....but we love a good hotel bar and were disappointed with this one. Instead for the remainder of this trip when we wanted a great hotel bar vibe - we went to the Carlyle and the Mercer. Also an abundance of staff in the lobby every time we entered and exited but hardly even a hello or goodbye and never any attempt at real interaction. We travel and enjoy the hospitality factor of many hotels but this one didn't leave us wanting to come back.
Also I harp on this all the time...but hello people...if you can't get coffee up to me in the morning any faster than 30 minutes tops.....please put a nice little one cup coffee maker in my lovely room!!
And....beautiful luxury hotel but no turn down service and not even complimentary water!
So...in closing if you can get this hotel at a reduced rate as I did (one night free), I can recommend staying there because the rooms are very nice. However I would not pay full price to stay here as I felt it's just not quite there in terms of service. High prices should come with high service.
Suites here are nice and spacious. Try to get a room facing the park.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC