The Chapter Hotels - Lancaster Gate

Anyone with a back problem, the mattress will get to you. Sinks in. Esp if you sleep on it over a couple of days.

Staff very friendly and helpful. Found it clean for the price.

Area was quiet. close o hopping and buses. breakfast

The rooms were the very poor quality , old fourniture and carpet no champoo , The service was very poor, too much spent for such bad place

Great location, friendly staff and comfortable rooms. Some of the room fittings and decor were a bit tired but otherwise we had a lovely stay.

Comfortable beds nice space in executive room - very affordable for the area.
Only complaint is that television did not work.

Great location! Easy walking distance to Hyde Park. Lovely Decor & neighborhood surrounding. Smooth check in & staff all very nice and friendly.

Reception never answers the phone. Slow and poor service. AC on highest setting doesnt even work. Staff not that welcoming. Room's arent that clean and not in great condition

Everything

Great location in a lovely quiet area, close to Kensington Gardens. Nice staff, pleasant room

Apart from the delay in getting in my room due to air conditioning faults it was an ok stay very close to where I was visiting a few minor problems but nothing major to be fair was expecting a bit more because of its location and price but overall not to bad

Whilst the staff attempted to help me, my complaints were not resolved- a 10% discount given as consolation. Taps rusted, no functioning bath plug, soap holder hanging off wall( this was fixed), shower screen swung off and fell into my hands- solution was to remove it- this just meant water everywhere in bathroom. Bath also scratched and chipped. Bedside tables very worn and scratched. All in all- not worth the money

The hotel cost was just under £200 per night. While I know London is expensive there is a minimum standard for hotels, especially in this price range. I aim to write balanced reviews and always sure to raise concerns (if any, which I rarely do) directly with the hotel, before I review.
The hotel is sub-average. I was on business mid-June 2025 on two of the hottest days of the year. The aircon went from ice cold on arrival, but within a couple of hours changed to a tepid humidity that would not cool at all. For a 2 night stay I at least expected water to be available in the room - 1 small bottle on my first day was not replenished. The room was not made up or refreshed but, oddly, the bin in the room was emptied so the absence of other housekeeping seemed unusual. I asked the receptionist for water or any cool drinks to buy at the hotel and was abruptly told I would have to walk 15 minutes to the nearest shop to buy some. It was already 8pm and I'd just trekked 30 mins in the sweltering heat to get to the hotel. On day 2 brought my own water. Breakfast was offered for a fee (around £15), and started around 8am - much later than most hotels and too late for anyone on business needing to get to morning meetings. On checkout I raised above concerns. The receptionist apologised for the inconvenience and after moment's pause said I should have asked because it's not Hotel policy to refresh rooms during a stay. This is sub-standard for £200/night . Travelodge would do better!

I give the hotel a "G" for Ghetto! The first night, there was bedbugs on the bed, the refrigerator didn't work and the bedroom sink was plugged up! They put me in another room and also the refrigerator didn't work and the bathroom sink was plugged up! They gave me another room and the refrigerator didn't work and the sink was plugged up! Then they put me in another room and the sink was plugged up, the heated towel rack was was set all the way on high with the knob missing! Also the fan in the bathroom didn't work! This is the fourth room! They got the maintenance person and I try to explain the problem with the sink, towel rack, and bathroom fan. He cleaned the bathroom sink trap but cause a water leak and he end up putting a small bucket on the floor to catch the water. He can't fix the bathroom fan and he use a needle-nose pliers to adjust the heat on the towel rack because he couldn't find a knob for it! I shouldn't come to any hotel and tell them to fix this, this and this! The room should be maintenance free before you have any guests! There is no communication between the room cleaners, staff and maintenance personal! They don't know how to operate a hotel! ALL OF YOU ARE IN THE WRONG PROFESSION! YOU ALL MISSED YOUR CALLING!

Great

.

Lovely and welcoming staff, nice spatious room, clean, very good location! I will definitely come back

Staff services

This was one of the worst hotels I've ever stayed at.
The location is nice and the wifi works. That's the positives.
Check in was a distaster. The carpet in the hallway to our room reeked of cat urine.
The room was dirty, stained walls etc. The door didn't lock properly. The shower barely had pressure. The room was hot and stuffy - thankfully we could open the window.
The lobby etc are decorated and nice - but the rest is old, shabby, tired and dirty.
Avoid this place.

The hotel is in a quiet and a good location with close distance to the tube station and the park. However, that is the only good thing about the place. At the checkin they took £50 deposit for no reason and they still haven’t deposited it back. I truly hope they are not pirating off people like that. The room I booked was superior double, but the room could be at best a small double with no space. The walls are terribly stained with grease and god knows what else. The soap dispensers are broken and the sink clogged. I stayed there for four nights and the room wasn’t cleaned during the whole time. Honestly you can find better deals with better quality for similar budget in London.

This isn't a 4star hotel. The previous ownership, called Arbor Hyde Park was. The current hotel is almost unrecognisable since then. If you're looking for a 3 star hotel under £120/nt, you'll be satisfied.