Aloft London Excel

My wife and I used Aloft for our wedding guests' hotel around early July. Once the group booking was accepted, we were informed that we would get a refund of our initial deposit (equal to the same amount as rooms) 3 to 5 working days after our last check date. It has been over a month since we checked out of this hotel, and we are still awaiting our refund. We are honestly very disappointed with this as we had a good experience at the hotel. However, we have been in contact with the hotel several times to understand what was causing the delay, but all we keep hearing is that it is being sorted and requested.

They were not equipped to handle a large crowd of guests from the conference I attended, yet they promote themselves by being attached to the actual conference center. No one answers the phone, after several attempts, and I can't get a copy of my final bill yet charges keep occurring to my credit card. Management was nowhere to be found, but the hotel employees tried to do the best that they could with a smile amidst all the chaos, that was the only saving grace. I would avoid this hotel and stay at the Novotel which is right in front of the London Excel.

Couldn't have been happier with our week at the Aloft. We were exhibiting at the Excel during EGX and being able to roll out the venue right into the hotel was luxurious.
The food there is also fantastic and everyone who works there is so helpful and friendly.
We will for sure stay here again.

Aloft is a bit expensive but it prouds itself for being a 4-star hotel. The bedroom and bed were very good and comfortable, as well as clean. The room service staff was lovely.
However, the main reason for my booking was the swimming pool, as I wanted to spend relaxing time to celebrate my wedding anniversary. Turns out that there were swimming lessons for children in the afternoon, and the pool was significantly smaller than what it looks like in the pictures. Plus, the window glass "view" was to a building site. So anything but relaxing!
I was not made aware of the swimming lessons at any point, either on the booking, website or by the reception staff when I enquired about the swimming pool opening times.
Finally, the reception staff was not very friendly and didn't make an effort to even smile.
So, for the price, I would probably go to a better located hotel or a cheaper one and a separate spa.

Room was very nice and spacious. Came equipped with ironing board and iron. Large TV, however there was difficulty connecting to phone despite following directions on screen.

Reception staff came across as cold and unwelcoming. No smile, no good morning and put me off the hotel to be honest. Check-in time was far too long and although a staff member offered water/tea to those waiting. I was initially not extended this courtesy. They need more staff on desk to accommodate this and left me a little frustrated.

Restaurant staff were lovely and made up a little for sub-par customer service at desk. Starters were tasty and fresh, however my main left me a little disappointed and took a while to come.

Despite the nice rooms and lovely restaurant staff I don't think I would visit again.

Very lovely, comfortable and neat room down to the towels! Pleasant welcoming and helpful staff. Great location about two minutes walk to the bus stop and train station. Delicious, mouthwatering and affordable meal in a very clean and hygienic restaurant.

I'd place great emphasis on the pleasant and welcoming staff (Malika, Gennaro, etc.) I came in contact with. The staff is the major reason why I'd definitely stay here whenever I am in the area.

A great hotel in a perfect location for working at Excel. On check in a £50 deposit is required which I paid on my card, the room was prepaid. On check out the deposit was due to be refunded in full, however they credited the travel agent's card instead of my own. 2 months later, multiple phone calls and emails they have admitted their mistake but not rectified their error so I am still £50 out of pocket

Haven't used the hotel accommodation, just the swimming pool, but the hotel looks really clean and the staff from reception to housekeeping are extremely helpful and friendly. Always there to help with any issues or questions. The lobby its nice as well- it's self service which honestly i think its better ,because you can pick whatever you want, dont need to wait for a waitress to pick your order ,and then waiting for it again to pay. You are paying at reception. They have a good choice for drinks and food.