The Continental Hotel

TERRIBLE SERVICE!I am so disappointed with The Continental Spa customer service. I bought 3 spa packages for a total of 5 people on the 24th of October. The packages included a two course meal in their restaurant, which added an additional £20/£30 to the price per person, totalling £110 extra for the food. Unfortunately, I received a call one day later stating that the restaurant was full on that day, so I requested a refund for the food element of the package, which they said they would grant for me.HOWEVER, when I contacted them one week later asking about my refund, they claimed that they had no idea about my request and wasn't aware of the restaurant being full on the day. I've yet to recieve a refund, and the general response and handling of my case has been slow and extremely frustrating. First, I was told that my refund would be processed, and when I followed up a day later, they said they were getting in touch with the venue, which implied that my case was still being investigated.I have asked for my case to be escalated to a higher management and am currently awaiting a response. This is so disappointing as the services and facilities were fine and my family was happy with the massage treatments (my own massage seemed a bit rushed, but overall, a good experience). However, after all the debacle regarding my refund, which should have been pretty straightforward, I will NEVER come again, nor recommend this Hotel to any friends or family.I would advise that you think twice before booking with this hotel.

It's horrible, very poor service, rooms are dirty, the beds are disgusting, I booked it as it looked very comfy but when I attended its the worst ever hotels I have been too, we could not sleep at all. We ask to move to a better hotel room but they the hotel team was also very rude...

The hotel is modern, clean and offers good spa facilities, easy access to shops and most off all - good value for money. The reason I am giving it 3 stars and not 4 is due to a disappointing restaurant - unprofessional service and two blaring TVs throughout the day. Not in par with a relaxing Spa weekend I had in mind. Though having said that, I have to say that the hotel staff were very friendly and always tried their best to be helpful. The lady at the spaWas very professional and so friendly! Mr Sheikh was extremely accommodating too. But Jaten was by far our favourite! What a helpful assistant general manager! He is definitely the reason we will come again.

Went to the hotel on the spa break deal.The massage itself would be 5 star. But everything else in regards to the service was appalling.1) On arrival there was no introduction to their services and what was available in regards to our spa break deal- We had to ask questions about everything from where to put our clothes, where everything was and where to find the other areas (i.e. Drinks and other facilities). Honestly felt like the receptionist was not aware do this spa break deal at all.2) Parking- Parked at the hotel car park, but we again had to clarify if we could park there or not. After being told the there was another location to park, we were then given a permit. Was not told to write our car registration number down, or given any indication this was needed (I.e. No pen offered to advise we needed to write something). Ultimately I got a ticket.2) During our time there, no one except the masseurs provided any guidance or support in regards to the spa facilities.3) Prior to arriving the hotel called to inform us the restaurant was full so we could not have the dinner included in the deal. We were told at the time we could get a refund on the phone. It has now been over 1 week later and after multiple emails to request update on the refund status, the only update we have is by the third party who advertised the spa break, stating that the hotel has not informed them of the refund and they are still chasing.To continual hotel, don't advertise spa breaks if your staff know nothing about it. Was not spa break experience. The whole thing felt very disjointed with the bare minimum service- Literally a Hello only with no other interaction unless we asked the essential questions like where to go. Be glad for your lovely masseurs.

The staff, jaten and his team were so polite and attentive. Jaten went above and beyond at the time of booking, I wish I could have met him to thank him personally for his exceptional customer service. He is an asset to this hotel. They upgraded our room to executive and we had a pleasant stay. I read previous reviews before placing a booking and some were not so great which almost affected my decision to stay, I’m so glad I went with my gut. No hotel, unless prestigious, will be completely flawless. This hotel was modern, clean and the bed was so comfortable. The only issue I would raise is the desk could have been cleaned a little more, it was a bit dusty. Other than that, it was a lovely room and very reasonably priced. The spa experience was lovely. The food at restaurant 29 was delicious, well cooked, well presented and tasty and the team were very attentive and lovely. I think this hotel and their team deserve more praise as I have been to some terrible hotels but this one was pretty much faultless. Thank you !

The place is okay for a night, very comfortable bed, black out curtains. However, the heating in the room didn’t work, the shower took a very long time to become hot, there was a kettle but no cups or tea/coffee so what is the point for the kettle in the room? The bar staff were friendly but didn’t seem to know which drinks they have and which they don’t. Overall okay but there’s loads of space for improvements.

The Hotel is well located close to the airport, roughly 15 minutes by car with decent traffic on the road. While the furniture has been renewed some time ago, the overall condition is rather a little run down but not too bad. What really impacts the overall feedback is the bad attitude of the reception employees. I never felt so little welcome and treated warmly as I did when I arrived there yesterday evening. Receptionist almost snapped. A simple 'no' recommendation.

On arrival to our room we found that there was 2 dirty tissues behind a cabinet and the room hadn’t had been cleaned properly also plug sockets were not working and there was a chair with black hard matter on it when approaching the woman at the desk she was very helpful however we was given a drink for our troubles (which was nice but not good enough since we paid £130 for the room and an extra £30 for parking which we weren’t aware we had to pay until we arrived). I still have pictures of all of this and will be taking it further with the management! Wouldn’t recommend!

Stayed here for 7 nights and got to experience very friendly and irreproachable behavior from staff.Mr. Sheikh, a member of the hotel staff ensured all our queries were immediately dealt with and ensured we have a wonderful and most comfortable stay. We also got to enjoy facilities like a perfectly equipped gym and luxurious spa/pool. Overall, this is definitely a place I would recommend to anyone seeking to spend quality time in London.