Room service? Yes, it’s still on call here

 

Room service might be disappearing from one of New York’s leading hotels but guests staying in London can still enjoy a 3am burger — or some Marmite on toast — served with a side order of British discretion.

The New York Hilton Midtown in Times Square will end personal deliveries to its 2,000 rooms this summer. Instead, guests will be offered a cafeteria-style restaurant.

Industry analysts say people increasingly prefer to “help themselves” instead of relying on room service at premium prices.

But in London, the emphasis remains on quality personalised service at both ends of the market, said the British Hospitality Association.

At The Ritz in Piccadilly — where Baroness Thatcher spent her final days — guests enjoy 24-hour room and concierge services. For those on a two-star budget, the Shakespeare Hotel in Paddington offers double rooms from £70 a night with a personal concierge. Both are highly rated by the BHA. At The Ritz, as well as shining shoes and delivering newspapers, every concierge and hall porter is a fixer able to secure the best restaurant seats and tickets to sold-out shows. The hotel’s head porter tells of a guest wanting to bathe in seawater from Brighton on Christmas Day, as it was his family home and he missed it. It took numerous trips from The Ritz to Brighton and back to fill the bath.

A spokesman for The Ritz London said: “London hotels are among some of the most highly regarded in the world and their reputations have been built on their high standards of service, the decorum displayed by their staff, the discretion they practice and the excellent quality of their food and beverage provision.” With those happy to pay, a private butler is on call 24 hours a day. Ritz London double rooms start at £345 or, for the very wealthy, the Prince of Wales Suite is £3,360.

The family-owned Shakespeare Hotel claims its concierges are among the capital’s best, and can secure rare West End show tickets.

Alexia Moros, assistant manager, said they provide many of the concierge services offered at big hotels. “Customer service is very important and it’s quite shocking to hear what is happening in New York. We’re two-star, but whatever our guests need, there’s always someone there ready to help them. The most important thing is English politeness.”

A BHA spokeswoman said: “Room service is reflective of one of the finest British traditions and something we seem to do very well.”

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