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Reviews of The Leicester Square Collection

3.5 out of 5
The Leicester Square Collection
5 Wardour Street, London, England

Reviews

5.4
Rating 10 - Excellent. 21 out of 193 reviews" "
Rating 8 - Good. 49 out of 193 reviews" "
Rating 6 - Okay. 37 out of 193 reviews" "
Rating 4 - Poor. 26 out of 193 reviews" "
Rating 2 - Terrible. 60 out of 193 reviews" "

5.8/10

Cleanliness

5.4/10

Staff & service

5.6/10

Amenities

5.6/10

Property conditions & facilities

Reviews

2/10 Terrible

Eric E.

Disliked: Cleanliness
In the middle of the Theater District, but ...
At first blush, the space was clean and simple, and in a good location, as was advertised. As we "lived in it", we found that there were no forks, the stove and the hot plates did not work. There was mold and mildew in the shower, the tape in the corners of the bedroom windows did not hold out the noise and the air. The location was good, but it was very noisy until well past 1:00am. We ended up sleeping on the hide-a-bed to escape the street noise. Communication with management was not good until the day before we arrived. When we let them know about the mold and mildew, no response. We have stayed with VRBO many times, but this was the first time we were not happy with the apartment. I hope they are able to fix the above mentioned items before renting to anyone else.
Stayed 3 nights in Dec 2019

8/10 Good

Bradley

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Perfect for my trip. Close to everything.
Great little one-bedroom flat. Perfectly located. Larger than expected. Great shower. Bed was ok. Couch was comfy. Located in soho/convent garden area. Close to the west end, Chinatown, casinos, restaurants, etc.
Stayed 4 nights in Nov 2019

2/10 Terrible

JOSE LUIS

Disliked: Cleanliness, property conditions & facilities, room comfort
No reserven no lo recomiendo
Las fotos mostradas no son lo que tienen en realidad los espacios muy diferentes y el estado el departamento en general, muy deteriorado, tienen un área dentro del departamento lleno de tríques o cosas viejas, la entrada es una calle de servicio de restaurantes hay basureros y no se siente seguridad
Stayed 2 nights in Nov 2019

4/10 Poor

Elizabeth

Travelled with group
Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities, room comfort
Location is the only positive.
Positive: The location was great. Towels and extra bedding available. Negatives: After I booked, I wasn’t given contact info to the host so I could let them know when we would arrive so I had to call long distance to the phone number. Next, it was the most uncomfortable couch bed ever with rips and blood stains all over it. YUCK. Mildew smell throughout entire apt. No hot water in shower! We called to get it fixed and still no hot water in shower only in the sink. No mirror in bathroom which is hard for getting ready. It was also very loud at night so bring your ear plugs. Stains on carpet in bedroom. Also, very cramped for 4 adults to stay 2 nights.
Stayed 2 nights in Oct 2019

10/10 Excellent

Verified traveller

Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities
Superb location and easy to meet up with the service provider
Stayed 1 night in Oct 2019

6/10 Okay

Ayvin R.

Liked: Cleanliness
Good practical base for the West End but terrible communication with manager
Great location in the heart of the West End. Not much natural light but out most of the time, so not a big deal. No basic store cupboard items, so if you want to self cater, bring everything - salt, teabags etc. Comfortable bed and sofa bed. As in the West End, some night life noise until around 1.00 a.m. so closed windows is best, but could be hot and stuffy in warm weather. Helpful and friendly reception staff. Booked 2 beds for 2 people but confirmation email said they would supply one bed for one person. Tried to email and message through HomeAway several times to sort this out but never received an answer. Had to phone HomeAway customer support to get a phone number to confirm bed arrangements and arrange a time to meet at their meeting point to gain access. Photos are representative as an example of the owner's properties - you don't know this until you have booked. Would go again now I know how to directly contact reception.
Stayed 2 nights in Sep 2019

2/10 Terrible

Sabrina

Disliked: Cleanliness, property conditions & facilities, room comfort
Stayed 2 nights in Sep 2019

8/10 Good

Verified traveller

Travelled with group
Liked: Cleanliness, property conditions & facilities
Disliked: Staff & service
The location was perfect. The communication prior to attuning was non existent that I was worried about the booking.
Stayed 2 nights in Sep 2019

8/10 Good

Verified traveller

Liked: Cleanliness, room comfort
Centrally located easy to get around
Stayed 2 nights in Sep 2019

10/10 Excellent

מירי

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Beautiful apartment
Great location
Stayed 5 nights in Sep 2019

8/10 Good

Verified traveller

Travelled with partner
Liked: Staff & service
Disliked: Cleanliness, amenities, property conditions & facilities
It’s what you would expect for a budget stay in a great location. Not disappointed at all.
Stayed 2 nights in Sep 2019

2/10 Terrible

Andrew

Travelled with family
Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Hotels.com Complaint
Do not stay here at all cost. Our booking was for three nights. The only positive is the property location, in the middle of everything if you want that. Otherwise no front desk and property management is not responsive. First it took a few attempts to get a hold of some to collect our key, 2nd no A/C, it was broken (In August), 3rd, no running water. Could not reach property management, finally they showed up and said we will return. Never returned. Lastly, Hotels.com only helped by offering a 28% voucher. I argued I did not receive the service I ordered. Hotels.com claimed they didn't get refunded so I couldn't get refunded. The fact is I ordered through Hotels.com and Hotels.com should make this right. I have attempted to escalate this with no response. I'm not surprised. Try finding a number or department to submit a complaint to Hotels.com or Expedia.
Stayed 3 nights in Aug 2019

8/10 Good

Verified traveller

Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
This property is in a great location in the Soho district of London.
Stayed 4 nights in Sep 2019

8/10 Good

Verified traveller

Business traveller
Liked: Cleanliness
OK in terms of bed bathroom and kitchen which I didn’t use
Stayed 1 night in Aug 2019

2/10 Terrible

Michael

Travelled with family
Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Run the other direction!!!!!!
I was a rodeo cowboy for 15 years and stayed in some pretty marginal places during my career but nothing prepared me for this. Mold on the ceilings, just plain dirty, ripped and torn furniture, super sketchy alley way location, noisy hot water heater, and a just plain dive property. Don’t trust the photos! The host was nice to us but the property was definitely misrepresented in the photos. It’s next to a disco so don’t plan on sleeping. Super disappointed... Shame on hotels.com for listing this hole. The mattress bedding was so stained sleeping in my clothes was my only option.
Bathroom mold
Bathroom mold
Kitchen chairs
Our couch and sofa bed
Stayed 1 night in Aug 2019

4/10 Poor

Ian

Liked: Room comfort
Stayed 1 night in Aug 2019

10/10 Excellent

Verified traveller

Travelled with family
Liked: Cleanliness, amenities, property conditions & facilities
The location was great. Just outside Piccadilly Circus and in the heart of Soho. Great walkable spots for dinner and drinks. Safe and clean.
Stayed 2 nights in Jul 2019

2/10 Terrible

Verified traveller

Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 4 nights in Jul 2019

2/10 Terrible

Nancy

Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
The Leicester Square Collection, London
I had to change my dates, the only room that was available was a smaller room. The hotel would not refund me the difference. On top of the that the pictures that are posted is not what the room looks like. There was stained and broken furniture. You had to go down an ally to get to the front door. Seemed very shady I should have read reviews from this hotel a little more, because they seem to owe other guest refunds and they don’t return calls. They are a total scam!!!
Stayed 2 nights in Jul 2019

6/10 Okay

Verified traveller

Travelled with family
Liked: Staff & service
Do not have high expectations form this hotel, you get what you pay, its all about location. This "hotel" is literary in the center of the action! A few steps to major attractions. Surrounded by lots of restaurants, steps away from the tub and bus stops. The advertised address is only a meeting point, someone will meet you and walk you to your rental.. for us the entrance was in a alley (behind a construction) somehow sketchy, no lobby, a mini tiny elevator and the unit was small as can be, a room with a full bed, 15in around to walk, a sofa that makes another full bed, but it had a nice kitchenette. Bathroom ok...there was not hot water nor light first night but the guys in charge turned on the water heater (inside a cabinet in kittchen) and changed the light feature for us...no room service...clean towels in request (but there is no people in the little desk all the time, so I wrote them notes). View..to some sort of offices.. bathroom window to the entrance alley Interesting experience... One more thing...since this property in the middle of so many attractions, bar and restaurants it can be noisy! specially Friday and Saturday nights. Keep the bathroom window and door close to reduce a little the noice.
Stayed 4 nights in Jun 2019

2/10 Terrible

Verified traveller

Travelled with family and small children
Disliked: Cleanliness, staff & service, property conditions & facilities
Location great Everything else terrible My husband will call and send pictures as proof of the terrible conditions of the appartement
Stayed 4 nights in Jun 2019

8/10 Good

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities
Visit from Orlando
Great location, room is better than we expected, bathroom fixture/building condition are good. The meet-up person was there in 5min after we called. However fridge didn't work during our stay, some lightbults burn out and bed/sofa bed too soft. We are very happy in general.. Nothing beats the location for the price.. Will stay the place again
Stayed 5 nights in Jun 2019

2/10 Terrible

Verified traveller

Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Worst apartment in London
The apartment is in a different location than advertised. They have given a nice attractive address as meeting point. Once your arrive at this location, they take you to another, not so great location. I think this is fraud. Also, apartment is dirty with insects in the kitchen and the elevator doesn’t work. Staff is rude and not cooperative. Avoid at all cost !!!
Stayed 2 nights in May 2019

2/10 Terrible

Verified traveller

Travelled with partner
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Nothing. They refused to refund my money when I complained about the poor reviews.
Stayed 6 nights in May 2019

2/10 Terrible

Dinah

Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Total unacceptable listing for Hotels.com
Stayed 2 nights in May 2019

2/10 Terrible

Shelly S., Gardnerville, Nevada

NOT WHAT IS ADVERTISED!!
Beware that the pictures are not accurate and either is the address that they give. The Flat was not in that building that they advertise, nor was it even on the same street!! When we got there we called and they met us at the Lego place around the corner after playing phone tag back and forth from a phone number from Russia, which was very aggravating while pulling two suitcases after getting off the Metro. We finally found the new address they told us to go to that was not in the building in the picture, and it was located in an alley that was less then desirable and smelled of urine. We met up with the man and at this point I am so upset, and he tells me that I have every right to be mad and that he was sorry that it was misrepresented. We get inside the apartment and It was not what the pictures look like at all. It was so much older and used with scratches on the furniture and walls, carpet needed to be cleaned, there was mold on the wall near the shower. There was no view at all from any of the windows. Beware!!!
Stayed 4 nights in Mar 2019

2/10 Terrible

Verified traveller

Travelled with family
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
AVOID!! - Our experience was a nightmare! No communication from the property on how/where to collect our key on arrival. Contacting them myself, I was told to come to 5 Wardour Street, phone the number on the door and a representative would come to meet us. On doing this, we stood for 20 minutes before anyone arrived and were then informed that 5 Wardour Street was not the property we would be staying in! We were walked 5 minutes away, across a road and down an alleyway to another building. As soon as the door opened, I began to be concerned with the cleanliness however went up in the elevator to our room. Once the greeter opened the door of the apartment, my worries were justified - the room was old, threadbare and worst of all - disgustingly dirty! When we said we could not stay in those conditions the greeter told us he could not do anything for us as he "only met people to walk them to their accommodation" he informed us that no one from the property was available to meet to help us and therefore I called Expedia. On leaving the apartment, we walked down the stairs to the building exit and were astounded to see that the stairwell was being used to store spare camp beds and large bags of dirty bed linen hampering any chance of escape during a fire! I am sorry to say that Expedia also refused to provide any assistance with relocation and we had to walk the streets of London until we found alternative accommodation for our 3 night stay. Very disappointing!! AVOID!!
Stayed 3 nights in Apr 2019

4/10 Poor

Shawn, USA

Travelled with family
Disliked: Staff & service, property conditions & facilities
No front desk. A night club(?) cross the street, very noisy over night. The water heater worked on and off. The last night we stayed there the heater stopped working totally, no room heater and no hot water to take shower.
Stayed 6 nights in Mar 2019

2/10 Terrible

Verified traveller

Travelled with family
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
DO NOT STAY HERE! The hotel is unclean and the bed had A LOT of bed bugs that suddenly came out of nowhere and we ended up staying somewhere else. I am now having problems contacting the hotel about this problem. Their communication is terrible.
Stayed 1 night in Feb 2019

8/10 Good

Leslie

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Feb 2019

2/10 Terrible

Ryan

Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Horrible service
First apartment had bug crawling everywhere then moved to an other apartment with bed bugs 🐜
Stayed 2 nights in Feb 2019

2/10 Terrible

Verified traveller

Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
I liked the location which was right in the heart of the Piccadilly/Leicester area. Having to meet someone at night to get the key was a very uncomfortable situation. The condition of the apartment was below standards with no hot water in the bath faucet and the carpets and an upholstered chair in the room were full of stains. I was very disappointed in the condition of the apartment!
Stayed 4 nights in Jan 2019

6/10 Okay

Verified traveller

Noisy
The place is too noisy late evening and too noisy early morning with noise of bottle recycling.. i guess you cannot avoid this due to the location..
Stayed 1 night in Dec 2018

8/10 Good

Verified traveller

Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
This apartment isn’t at Wardour Street as you are led to believe, but is only around the corner in an equally central location. It’s a great apartment, if you want a central base right in the thick of it. It’s a home from home with a kitchen, living room etc. The downside is that it’s loud, and quite light throughout the night - so if you want peace and quiet then it’s not the place for you. If you want to join the late night revellers in the streets below and enjoy yourselves into the early hours, then this is the perfect place to crash and then enjoy lounging in the next morning. Location wise - you won’t get any more central than this. We stayed here the night before our wedding and the night of our wedding. Whilst it isn’t luxurious per se, it ticked a lot of boxes we needed ticking (location, lots of space to get ready, amenities for our baby). I’m glad we booked this apartment. Note: we booked a 1 bedroom specifically so our baby could nap in a separate room and it isn’t actually a 1 bedroom - more a studio with a bedroom partitioned off. When I explained our wedding situation to Carl at Flexi Flat he was extremely accomodating and helpful and did everything he could to alleviate my stresses. We can’t thank him enough as he really went out of his way to try and ensure things went smoothly. His customer service skills really were excellent.
Stayed 2 nights in Dec 2018

8/10 Good

Rebecca, Orlando, FL

Travelled with partner
Liked: Staff & service, amenities, property conditions & facilities
The property is perfectly located! It wasn’t perfectly clean but it was clean enough. I cannot emphasize enough how loud it was at night. People were partying and screaming in the streets directly outside the window all night long, every night.
Stayed 3 nights in Dec 2018

10/10 Excellent

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Fantastic
The location of the flat was SUPERB. In between Oxford and Regent St. The underground is just 2 min away. Bars and local entertainment are just a stone throw away! Best location to live at in London!
Stayed 2 nights in Dec 2018

8/10 Good

Verified traveller

Business traveller
Liked: Cleanliness, amenities, property conditions & facilities
Loved the location. It was central and well mantained.
Stayed 2 nights in Nov 2018

2/10 Terrible

Chao

Disliked: Cleanliness, staff & service, room comfort
How do you spell refund?
Booked 2 rooms and when we got there only received 1 and a sofa bed On arrival was told nothing they could do and that they’d refund the difference Slept on awfully uncomfortable sofa bed Over a month later... 12 phone calls ... countless emails... still no refund
Stayed 2 nights in Oct 2018

6/10 Okay

Verified traveller

Liked: Staff & service, room comfort
Disliked: Property conditions & facilities
There was no hot water in the bathroom sink and there was no plug in that sink. The hot water for the shower was warmn, bnto hot. The hottest water in the flat was in the kitchen; there was no plug in that sink either , so hard to wash dishes, if I had needed to do so. There were no glasses in the kitchen. The carpet was stained , both on the stairs leading up to the flat on the 5th floor . There was stains on the walls in the stairwell and in the flat. A little repair work would enhance the look of the flat. On the plus side, I was able to control the heat and I was warm enough. I did not expect to have to walk up two flights of stairs to get to the flat; I had help from your staff when I arrived, with my luggage, but had to manage it on my own when leaving. I found the TV difficult to operate, too many choices, so I did not use it. I did not like the bare bulb in the ceiling; again, a lampshade is not expensive. If I had not paid in advance for the accommodations, I would have left. The pictures on-line did not correspond with what I found. Your on-site staff were helpful in giving me directions , when I asked. However, the location is great and in spite of having to walk into an alley way after dark, I felt safe enough when returning in the dark. The Wi-Fi was a good advantage.
Stayed 6 nights in Nov 2018

2/10 Terrible

Jose

Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
I should have believed the reviews....
I had booked in a hurry, but as hotels.com has never failed, I wasn't worried. I didn't expect to have to phone in advance as to when I would be arriving, or to have to meet a stranger at an address in the centre of London, at 9.30pm, to be taken to a block of apartments that had seen many better days. I was travelling by myself, it was late, and when the representative then came in to the apartment with me to ask for £250 deposit, I was rather taken aback. Although I am sure the representative was fine (we had chatted and he was very kind and understood why I was so anxious), I did not feel at all safe with this arrangement. The apartment was run down, and luckily I checked the keys before I ventured out, as they didn't work. I feel foolish for not reading the reviews, but I really don't think that hotels.com should be using these apartments. And definitely not for the £200 a night I paid.
Stayed 1 night in Nov 2018

4/10 Poor

Francine

Disliked: Property conditions & facilities
What you see on photographs is Not what you get
I chose this because of the photographs , when I arrived I was taken away from the supposed address to a dingy block 160 yards away down a side street . The first apartment I was taken to had mould and smelt terrible with terribly marked carpets and terrible condition on paintwork and everything else!! I refused to stay there and was given a slightly better condition bedsit. Very stressful experience!
Stayed 1 night in Nov 2018

8/10 Good

Brian

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Pretty good
Pretty nice apartment, it’s a 5 minute walk from the actual address, but still in a good spot. Good location, service was good too.
Stayed 1 night in Oct 2018

4/10 Poor

Eugene

Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stay away
This is not a hotel but a series of apartments scattered over an area of central London. The address given is only a meeting place. There is no one to meet you once you arrive. You have to call a phone number posted on a door and wait for someone to show up. Then you go on foot, dragging your valises, to where your apartment is. Our unit was in an extremely dirty building in Piccadilly Circus. The kitchen furniture was falling apart, the mattress was of the very cheap kind. Only in London can a hotelier get away with charging $250 a night for this sort of room.
Stayed 2 nights in Oct 2018

4/10 Poor

Verified traveller

Liked: Cleanliness
Stayed 1 night in Oct 2018

6/10 Okay

Ricky

Tube is right there
In a great area very easy to get to the tube.
Stayed 2 nights in Oct 2018

8/10 Good

Shaun

Liked: Staff & service, property conditions & facilities, room comfort
Nice apartment but overpriced... in need of some maintenance issues
Stayed 1 night in Oct 2018

4/10 Poor

Verified traveller

Liked: Cleanliness
Disliked: Staff & service, property conditions & facilities
Central location. Clean. That's it. The rest not.
Checking in and out was cumbersome, time consuming, several calls (also unanswered). Room very clean but worn down.
Stayed 3 nights in Sep 2018

8/10 Good

Keven

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Convenient!
Only disappointment that you can not request for late checkout!
Stayed 1 night in Oct 2018

8/10 Good

Verified traveller

Liked: Cleanliness, room comfort
Stayed 3 nights in Oct 2018

8/10 Good

Verified traveller

Liked: Staff & service
Nothing flash
Location was good and central Flat a bit tiny and pokey Clealiness was fair Had trouble with tv and hot water but was fixed promptly Accessing keys upon arrival could be better managed OK if you just want a place to rest your head during a short stay
Stayed 5 nights in Sep 2018