Charlotte Street Hotel Firmdale Hotels

Honestly one of the best hotels and experiences ever. Lovely place, posh but not stuffy; super nice, helpful staff (without being too over the top); excellent bar and food. And the surprise of a great little movie theatre on the lower floor (showed 'Darling' from '65). Seriously they just got everything right. Can't wait to come back.

I’m relieved to read that another guest experienced what my partner and I did recently. We love the bar, frequenting it often. But last week a waiter offered us a bar snack, some crisps, and we politely accepted. Like most 5* hotel bars, alongside your drinks you’re offered a complimentary snack. When our bill came, we were charged £10 for the crisps… £10. We were surprised by this, in light of the above, but then even more surprised by the bar manager’s reasoning when we tried to explain that we wouldn’t have accepted them if we had known they were £10, to which the response was ‘you ate them’. Having both stayed and visited before, this was not the same level of service I have come to expect, so I am hoping it doesn’t reoccur. It was incredibly odd behaviour for a usually incredibly welcoming hotel…

Visited on 21st June and unfortunately had a bad experience. We’d had dinner across the road and walked in for drinks, sadly we were made to very unwelcome. Firstly, we had to ask for drinks 15 mins after arriving when the waiter/waitress were serving others around us (we tried to flag them down multiple times). After we finally managed to order, the waiter made us pay straight away (we noticed they didn’t ask other guests to pay straight after ordering), secondly the waitress seemed to offer tap water to everyone apart from us (34 degrees out) and told us in very unkind voice to put our belonging off of the table - we had our phone and water bottle on there nothing else. I think as we weren’t hotel guest here, they didn’t value our custom as much. Highly disappointed