Hotel Riu Plaza London Victoria

“Lack of Basic Duty of Care and Human Decency”

I did not stay at this hotel and, after this experience, I never will. On Christmas Eve at around 3:00 a.m., I found myself stranded in London with a completely dead phone, no access to transport, payment, or communication. Most places were closed, including the nearby train station. In genuine need of help, I approached the Riu Plaza London Victoria simply to ask whether I could charge my phone for a few minutes. The hotel was locked. A porter came to the door, and after I explained my situation, I was told “it’s not allowed” and the door was closed in my face, leaving me outside in the cold with no means of contacting anyone. I fully understand that hotels are not obliged to admit non-guests. However, there is a reasonable expectation of basic duty of care and human decency — particularly when someone is clearly vulnerable and requesting minimal assistance that poses no risk to the property or its guests. This situation could have been handled with basic compassion and common sense. Instead, it was met with complete indifference. For a hotel operating under an international brand, this was deeply disappointing and reflects poorly on its values and approach to hospitality.

“Unfriendly Front Desk and Unacceptable Wi-Fi Service”

Very disappointed with the service at this RIU property. On December 20 around 10:00 pm, the front desk staff, including the manager on duty, were unfriendly and unhelpful, which is not what you expect from an international hotel brand. The Wi-Fi was also extremely poor and unreliable throughout the stay, which is a major issue for travelers. I travel frequently and work in luxury travel, so my expectations are based on extensive experience. Unfortunately, this stay did not meet even basic service standards and left a very negative impression.

“Nice Hotel”

I recently stayed at the RIU Hotel in London, and overall, it was a pleasant experience. The location of the hotel is absolutely excellent, with easy access to many attractions and transport options. The rooms are spacious and comfortable, which made my stay quite relaxing. However, I did notice a couple of areas for improvement. The reception staff seemed quite busy during my check-in, and on a few occasions, they didn’t appear as friendly or attentive as I had hoped. It wasn't a major issue, but it was noticeable. The breakfast buffet was definitely a highlight—plenty of variety and delicious options to start the day. A couple of suggestions for improvement: There is no bottled water provided in the rooms, but they do offer a jar for tap water, which is a nice idea. However, the tap structure made it difficult to pour water into a mug, which was a bit inconvenient. The toiletries dispenser in the bathroom seems to be designed in a way that causes unnecessary waste. If it were installed upside down, it could save a lot of material waste, which would be a more eco-friendly approach. Overall, I had a good stay and would consider coming back in the future!

“It’s just not all that.”

Location is great however the staff are ridiculous. There’s no advice given prior to arrival that you need identification. I wanted to provide the booking confirmation which was frowned upon. Perhaps an overlook on my part but the receptionist was extremely rude. It’s like a prison as far as getting in and out (during out of hours) so if you’re looking for a night out in the surrounding areas, it’s not ideal. The rooms are basic and no better than a premier inn/travel lodge. The hotel bar was cute but expect a wait for service. We did sleep well but there is nothing special with this hotels rooms compared to a premier inn. The breakfast was probably the best thing about the stay and the staff in the restaurant were much friendlier than those on reception. Ps. Drunken maccies ordered on uber eats and appears to have been delivered (photo in lobby) but never delivered to us personally. I would assume the security team had a maccies on us!