“El hotel está muy bien ubicado y la habitación nos gustó mucho. En ese sentido, la estancia empezó con buena sensación: habitación cómoda, buenas instalaciones y una localización muy práctica para moverse por Londres.
El problema fue la experiencia The Level y, sobre todo, cómo se gestionó una incidencia importante durante nuestra estancia. Reservamos The Level precisamente por tener un plus de comodidad, el Lounge, el desayuno y un servicio más especial. Sin embargo, al llegar nos encontramos con que había un problema eléctrico que afectaba a esos servicios y que, por lo que entendimos, llevaba ya varios días sin resolverse.
Durante nuestra estancia no pudimos disfrutar del Lounge durante 2 días ni del desayuno durante 1 día. Entiendo perfectamente que pueden surgir problemas técnicos, pero en un hotel de 5 estrellas esperaba otra forma de gestionarlo. No hubo una alternativa real ni una solución a la altura. Básicamente, la respuesta fue recomendarnos sitios cercanos, que está bien como apoyo, pero no compensa haber pagado por una experiencia premium dentro del hotel.
Además, el check-in fue bastante frío y con poca información. No nos explicaron demasiado bien la situación, ni las opciones que teníamos, ni sentimos ese trato diferencial que esperas cuando reservas The Level. Incluso el servicio de equipaje nos pareció poco cuidado para un hotel de esta categoría, ya que dejaron las maletas en el ascensor sin acompañarlas hasta la habitación.
Al hacer el check-out nos dijeron que nos devolverían la parte correspondiente por los servicios no disfrutados, pero han pasado 10 días y seguimos esperando. También envié una reclamación formal por escrito explicando todo lo ocurrido y, de momento, tampoco he recibido respuesta.
En resumen, la habitación y la ubicación muy bien, pero la experiencia The Level fue decepcionante. No es solo que hubiera una incidencia, sino la falta de alternativas, de comunicación y de seguimiento posterior. Para un hotel de 5 estrellas y un servicio supuestamente premium, esperaba bastante más.
(Translated by Google)
The hotel is very well located, and we really liked the room. In that sense, our stay started off on a high note: a comfortable room, good facilities, and a very convenient location for getting around London.
The problem was the Level experience and, above all, how a significant issue was handled during our stay. We booked The Level precisely because of the added comfort, the Lounge, breakfast, and more personalized service. However, upon arrival, we discovered an electrical problem affecting these services, which, as far as we understood, had been ongoing for several days.
During our stay, we couldn't enjoy the Lounge for two days or breakfast for one. I completely understand that technical problems can arise, but in a 5-star hotel, I expected a different approach. There was no real alternative or adequate solution. Basically, the response was to recommend nearby places, which is fine as a starting point, but it doesn't compensate for having paid for a premium experience within the hotel.
Furthermore, the check-in process was quite impersonal and lacked information. The situation wasn't explained to us very well, nor were our options clear, and we didn't receive the personalized attention you expect when booking The Level. Even the luggage service seemed inadequate for a hotel of this category, as they left our suitcases in the elevator without escorting them to our room.
At check-out, they told us they would refund the corresponding amount for the services we didn't use, but 10 days have passed and we're still waiting. I also sent a formal written complaint explaining everything that happened, and so far, I haven't received a response.
In short, the room and location were very good, but The Level experience was disappointing. It wasn't just the problem itself, but the lack of alternatives, communication, and follow-up. For a 5-star hotel with supposedly premium service, I expected much more.”
Peter Israelski22/4/2569
5/5
“We spent the last 6 nights of our month on the road in the UK at the Level.
The hotel is in a great spot with multiple Tube access and being adjacent to the beautiful Regent Park.
Generally we had a great experience. The housekeeping staff were wonderful as we had several issues to sort out on our 1st day.The staff in the lounge were very professional and friendly. Hats off particularly to Nikos and Luigi. We spent alot of time in the Lounge at different times of the day. What a great benefit that was with our booking. Prasanga, our porter, was so helpful. Nothing was a problem to organise.
What is a bit puzzling with the layout is that the Level rooms are spread out over the 8 storeys. We were initially allocated a room on level 6 then given one on level 1. Then found out that 7 and 8 are exclusively The Levels rooms with other spread out over the other floors. Ours was near the lifts at least.
My dealings with the Concierge dept,based in the main hotel lobby, were unfortunately less than impressive. On top of some questionable attitudes, of I had an order delivered to the hotel before we arrived. I rang Concierge to make sure it would be sent to our room on/after our arrival. Nothing transpired until we were at Heathrow on our way home and realising it was never passed on.. After calling to investigate they realised the mistake they made and I finally received it 2 1/2 weeks after arriving back in Australia.
Alot of unnecessary time wasted when it was a pretty simple task.
Otherwise, we really enjoyed our stay at the Melia which turned out to be a great base for our time in London.”
“An amazing experience at the Level Lounge. The service was truly outstanding, Herbert, Troy, and Bebe went above and beyond to make everything feel welcoming, attentive, and seamless.
The food was just as impressive. The salmon was perfectly cooked, fresh, and full of flavour, and the baked Basque cheesecake was absolutely exceptional, easily one of the highlights.
A perfect balance of great atmosphere, excellent service, and quality food. Will definitely be back.”
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