Charlotte Street Hotel, Firmdale Hotels

Impeccable experience, service, quality, and value every level!

Tout!

Such a charming hotel in the perfect location on a beautiful street in London. The staff were absolutely the nicest people around and made the whole stay feel so warm and welcoming. I think I’ve officially found my go-to hotel whenever I’m in London! ✨

J'ai passé quelques jours en famille poir mon anniversaire. Je n'ai rien dis à l'hôtel. Le jour de mon anniversaire ils ont apporté 2 coupes de Champagne et un petit gâteau avec une bougie. Magnifique. Merci à tout le staff!

Me and my girlfriend stayed at charlotte street hotel for a weekend trip to London.
We had an absolutely fantastic experience from the moment we arrived. The service was exceptional. Warm, attentive, and genuinely thoughtful without ever feeling over the top. They were super professional and our exclusive expectations were definitely met! The staff went out of their way to make us feel welcome and gave us some great recommendations for places to explore nearby, which really added to the whole experience.
The room itself was beautiful, stylish, comfortable, and incredibly well-kept. You can tell a lot of care goes into the details.

Most importantly, we both slept amazingly well. The bed was super comfortable and the room was peaceful, making it easy to fully relax.

Overall, we left feeling genuinely happy and refreshed. It’s the kind of place that makes your trip just that much more special, and we’d both love to come back. Highly recommend!

Had a really lovely time at the restaurant at Charlotte Street Hotel. From the moment you walk in, the lobby already sets the tone, warm, stylish, and just a really nice space to arrive into.

The welcome from the team was genuine and relaxed, and throughout the visit the staff were incredibly accommodating without making it feel formal or overdone. You feel looked after, but in a very easy, natural way.

The food was delicious and well thought out, and full of flavour. Everything came together nicely, and the whole experience just felt smooth from start to finish.

Definitely one of those places you’d happily return to, whether for something casual or a slightly more special occasion.

I stayed at Charlotte Street Hotel with my mother-in-law and we both had such a lovely time. The staff were really friendly and welcoming from the moment we arrived, which made a big difference.

The hotel itself is beautiful, really stylish but still feels relaxed and comfortable rather than overly formal. Our room was spotless, quiet, and had everything we needed for a comfortable stay.

The location is also perfect, with loads of great restaurants and shops nearby, but still tucked away enough to feel peaceful.

Overall, it was a great choice for a trip together and we’d both happily stay again.

We approached Charlotte Street Hotel expecting a level of service that reflects its “luxury” reputation. Instead, what we encountered was an unnecessarily difficult, frustrating, and at times deeply questionable booking process.

We were looking to reserve up to 10 rooms for close family and international guests attending our wedding nearby, a significant booking by any standard, and one we are personally funding as a couple, at considerable expense. After visiting the hotel in person, we were reassured that by calling reservations the following week that we would be “looked after” and offered favourable rates. The reality could not have been further from that promise.

The entire process felt obstructive and transactional. The moment we mentioned the word “wedding,” it seemed to trigger inflated pricing rather than any goodwill or flexibility. Far from feeling valued, we felt like we were being taken advantage of.

Most concerning, however, was what appeared to be outright dishonesty. After identifying advance rates on their website, those options were suddenly removed shortly after we referenced them. We have screenshot evidence of. This was not only underhand but completely eroded any trust we had in the process.

And as if that wasn’t enough, the quotation itself included a 5% discretionary “service charge.” On a room booking. Let that sink in. Since when does simply quoting for hotel rooms come with a service charge? It’s astonishing and frankly tells you everything you need to know about their approach: opportunistic, opaque, and entirely unjustified.

While those rates were eventually honoured after repeated back-and-forth, it should never have required that level of effort just to be treated fairly. By that point, the damage was done.

We ultimately chose to book elsewhere with a hotel that demonstrated professionalism, transparency, and genuine care from the outset, in short, everything that was lacking here.

If this is how Charlotte Street Hotel handles a straightforward reservation enquiry of this scale, I would seriously question what the actual guest experience would be like. For a booking exceeding £10,000, we expected far better. Instead, we walked away…and we’re glad we did.

The hotel has a very happy homely feeling. Warm and cosy, beautiful decorated. Wonderful bedroom, excellent bed, pillows and linen. Staff, so friendly.

Beautiful detail in rooms