Raffles London at The OWO

"This is my second time staying at Raffles London at The OWO. The hotel is beautiful, clean, and in an excellent location. However, my recent 11-night stay was a disappointing experience, completely different from the first one. The service was poor, and it felt like every request came with an expectation of a tip.\n\nEvery morning at Pillar, the staff member was unprofessional, visibly irritated, and even argued with guests — not the kind of atmosphere you want to start your day with.\n\nService at the Drawing Room was also weak. You have to repeat your order multiple times, remind them, and even then, things come out wrong, completely unacceptable for a hotel of this level. Throughout my stay, I witnessed several guests expressing frustration over the same issues.\n\nThe hotel offers a complimentary car service for trips within 3 miles, but they don’t inform all guests, “they pick and choose” who to offer it to, which clearly shows biased and preferential treatment. When I raised the issue, I was told they don’t mention it to everyone to avoid crowding. I stayed 11 nights, used the concierge daily, and was never informed. This service could’ve made a big difference to my stay.\n\nThe overall quality of service is declining, disappointing, and far below expectations for a hotel of this category. I definitely won’t be returning, You simply don’t get your money’s worth"

"We just returned from a truly wonderful stay at the Raffles London at the OWO. The building is beautiful and historically significant. I loved the nods to 007. Our room was lovely and so well appointed. The amazing staff really made our experience special. From the moment we first arrived until we checked out literally every member of staff treated us well and did everything to ensure we felt comfortable and well taken care of. Our room was equipped with an iPad which handled the room lighting, shades, the room service menu and more. We loved it all and hope to return some day."

"I visited Raffles at the OWO with my wife this weekend and our experience was exceptional, largely due to the outstanding service provided by a staff member named Jason. From the moment we arrived, Jason’s warm smile and genuine friendliness made us feel right at home. When we had questions about the building he shared fascinating history about the building and explained the link with Ian Fleming and Winston Churchill. His knowledge and passion for the hotel was infectious but what truly stood out was his attentiveness and willingness to help. When we mentioned we were looking for a place to drink he gave suggestions in the hotel and took us down to the Spy bar that has an Aston Martin from a Bond movie behind the bar.\n\nThe hotel itself is stunning and full of character and history. I can understand why they hold the post Wimbledon event and dance here! I highly recommend this hotel to anyone looking for luxury and classic British heritage."