Small Luxury Hotels of the World Bewertungen 20

I booked the Margi Hotel in Athens through my SLH Members account. I called the front desk in advance to ask about the upgrade I was entitled to. The front desk staff said they would provide the upgrade. I arrived at the hotel at 2:00 a.m., but they told me that my upgrade had already been taken because it was late at night. Strangely, they charged me for a full 24-hour stay (from 3:00 p.m. to 11:00 a.m.), even though the upgraded room was supposed to be waiting for me starting at 3:00 p.m.

I then asked to change the cost of the first night since I didn’t receive the upgrade I was entitled to as an SLH member, but my request was also denied.

At the same time, the friendly night manager at the front desk said he was ready to provide a voucher for the spa or restaurant. Since I was very tired and it was late at night, I asked to postpone receiving this voucher until tomorrow.

And I was very surprised when the next day I was told that:
no upgrade
no short-stay rate
no voucher

Moreover, Mr. Erojanis, the front desk manager, conducted the conversation in a raised tone. I don’t know what he didn’t like about my legitimate requests.

I want to address SLH members: don’t expect the hotel to follow any SLH membership rules or treat you accordingly. You will feel nothing like what is described in the SLH network’s marketing presentation about special treatment for members and guests.

Absolutely dreadful customer service. I contacted them to ask if my hotel booking had gone through. They told me they did not have a booking. I relied on that information and then they charged me £361 for not arriving for my booking that I knew nothing about. And now they won’t refund me when they told me there was no booking.

Ik vraag me af wie deze hotels beoordeeld , kan mij iemand mij dat doorgeven ? Ik volg SLH al lang , ofwel is die persoon blind ofwel betalen die hotels veel geld voor in deze brochure te komen , ik wil gerust eens enkele hotels bezoeken met deze persoon , ik betaal mijn deel zelf wel , Didier boelen

Extremely Disappointing Stay at an SLH-Affiliated “Luxury” Property

I booked this property expecting the high standards promised by Small Luxury Hotels of the World and Hilton for a 5-star property. Unfortunately, my experience was the opposite of “luxury.”

The room condition was far below what one would expect from an SLH property (see photos attached). There were stains on the bed, stains and mould/rust in the bathroom as well as worn furniture and fixtures. The light fixtures were noisily buzzing and the air conditioner continuously leaking.

When I raised concerns, I received dismissive and unprofessional treatment from management, including being accused of dishonesty despite providing evidence by hotel manager Alexandria.

I was told that others “enjoy the property” and that it had “passed an SLH audit.” If the room I stayed in truly passed SLH quality checks, that raises serious questions about the credibility of the audit process itself.

Instead of addressing the issues, I was repeatedly undermined and even discouraged from escalating my concerns to Hilton or SLH — conduct I found unacceptable from any hotel, let alone one claiming luxury status. To make matters worse, SLH, Hilton, and the property all acted as if they were independent from each other, each passing responsibility back to the other rather than taking ownership.

The pictures speak for themselves. This property cost me 80,000 points per night (equivalent of EUR 400 per night). I was offered a refund for one night and a complimentary stay at the same subpar hotel. This was not sufficient for the poor quality of the room, in my opinion.

I have stayed at many Hilton properties and luxury hotels and this is by far the worst service experience I have encountered. The property did not meet the quality, professionalism, or integrity expected under the SLH name.

Until meaningful improvements are made, both to the service and room quality, I would strongly advise anyone against booking this hotel if you are expecting the level of comfort and professionalism normally associated with SLH or Hilton.

I can only recommend to read and believe in the reviews that rate SLH as utterly s***.

I had a very similar experience. I booked a hotel on their platform and had to cancel our booking. After receiving a cancellation confirmation I received no feedback on the refund status. I am usually not bothered by these things, but I’d expect a luxury (!) provider to respond faster or at least provide automated updates, especially since we’re talking about larger sums of money that are involved. After reaching out to the customer service, I’ve received a direct mail from the hotel, asking why I’d like to cancel the booking and then looping in the SLH service asking them to forward the cancellation confirmation - like what? I asked SLH why this confirmation hasn’t been forwarded automatically. The customer service responded by putting the blame on the partner and not taking a hint of ownership. The audacity. Poor partners of SLH being treated like this.

1/10 would recommend. 1 star only because the hotel was super kind and patient with my outraged emails.

I have been very impressed with the SLH service and the first venue I stayed at in Ireland was wonderful, so I intend to avail myself of more of these opportunities. I booked my daughters recent stay in Edinburgh using an SLH venue on the basis of this, and she was absolutely delighted with the quality and service at the venue. 5 stars to Shelby in the reservation team who responded to my query regarding a reservation refund with prompt and useful information.

Amazingly helpful and quick response.

If a 0 star rating was possible that's what I would have selected.

I booked Cameron Highlands Resort in Malaysia through SLH for a 3 night stay in February 2025 and at the time of booking specifically requested a quiet room on a high floor. What I got was the noisiest room I have literally ever encountered, for context over the past few years I have spent over 80 nights in hotels, per year.

In my naivety I sent an email to SLH to request an earlier than planned checkout and partial refund, on the basis that what I got was the opposite of what I asked for in writing at the time of booking. When no response was forthcoming I sent another email. Again nothing.

My emails were polite but direct, and I was slightly perplexed to be 'blanked' but it demonstrated that SLH appear to have zero customer service and once they've got your booking they apparently couldn't care less about what happens next, or at least that is my experience.

I accept I was gullible and taken in by their exclusive 'club' style of brand marketing but they have demonstrated through their (lack of) actions that they appear to offer no support, and little in the way of value that I can see, I would probably have been better off booking the hotel directly.

What you choose to do with your leisure time is your business, but based on my experience I won't be placing my trust in SLH again.

I mean for goodness sakes what reputable organisation in the travel industry just completely ignores emails from their clients when they're overseas and reaching out for help?

I have used Small Luxury Hotels of the World and been lucky in the past so returned to them for our trip to Sicily.
I booked a room at the Villa Neri in Sicily for 9 days at the end of September. Not only did the hotel take 100% of the cost of the stay 7 days in advance but when we left after 2 days for various reasons including being provided with a camp bed as the second bed in a twin room. The Hotel refused any level of refund. Complained to SLH who weren't interested. "Sorry there is nothing we can do, we have no control the various hotels policies. American Express were stars and reclaimed my losses.

This company is just a middle man with shocking customer service. I booked our hotel 6 months before the trip and the hotel called a week before we left to say they only had one room and not the two I'd booked. This in itself was not SLH fault (the hotel had overbooked) but the customer service was literally non existent. They are uncontactable and the numbers given on the internet are simply call centres who are totally disinterested. They basically wash their hands of the issue from the moment you book with them. I suggest you go to the hotels direct. Very disappointing - I was taken in by the name!!!

Shockingly bad web portal and service, you can't make bookings in real-time, and the site constantly crashes. You can't delete your personal details, the site "fails" to deactivate your account. Their automatic email reply says they aim to respond to messages within 3 - 5 working days? Seriously?

In every case that I tried to use them, either for hotel or for car rental bookings, the SLH discounted price was actually higher than booking direct. Maybe, they´ve misunderstood the word discount?? Some of the other reviewers seem to be reviewing the hotels themselves rather than SLH. To be clear, the hotels are fine, it´s just that SLH doesn´t add any value – quite the reverse. Once enrolled they will however deluge you with spam emails - several per day. But they do not, in my experience, ever reply to any emails sent directly to them.

Terrible company. Complete waste of time and actually made our trip worse. Only role is as a middle-man adding totally unnecessary confusion to a simple booking. I sent a screenshot of the exact dates, breakfast requirements and room type that we wanted… but they still managed to screw it up, leaving us with numerous phone calls during our trip and an unexpected bill at the end of our stay! AVOID
As an additional FYI - They also don’t handle your funds direct so any issue or change to your booking prior to a trip they try to wash their hands of stating you must go direct to the hotel.

The Ariana Luxury Lodge is an outstanding SLH residence and location to visit and experience Cappadocia. A cutting edge boutique hotel with a great ambience; magnificent staff, especially in reception, and comfortable rooms with every amenity. The cave rooms can be a little dark. Reception will arrange a great itinerary from a 4x4 Land Rover adventure to the five star balloon flight, even if it means rising at 4 am - a day to remember for that adrenaline buzz. Congratulations to everyone at the Ariana.

I have been an SLH 'Indulged ' Member for over 5 years and with each passing year I have noticed an increase in deceptive marketing practices regarding pricing. For example - Supposed ' Book 3 nights - get 1 of those nights for Free' Offers always have the per night room rate increased beyond the per day rates. You end up paying much more using the 3 for 2 offer than if you paid for each night individually. Leaves a bitter taste every time and I have now cancelled my membership and will never use Small Luxury Hotels again. Buyer BEWARE

I've been a member for a few years using this site mostly for booking my stay in Saratoga Springs, NY. Last week I decided to extend my stay. I contacted SLH and was informed by the agent that they could not assist me and I would have to do it directly with the hotel. The hotel did extend my reservation but was unable to add the SLH Membership Number. I was told to contact SLH Invited and provide them with a copy of my hotel folio so they could add the nights to my membership account. All of which I did immediately. SLH refused to add the nights stating I needed to extend the reservation with them directly! Bottom line - I followed the rules and am being penalized for the incompetence of their staff. I don't see any benefit in using SLH in the future. The price through them is usually the same as if booking directly with the hotel. I do not recommend using SLH and I most certainly will not in the future.

Chateau De Fère Hotel, a member hotel of SLH, recently advertised an offer for ‘Luxe’ rooms (which seem to be unrestored attic rooms) with photos of ‘Superior’ Rooms (beautiful modern rooms with terrace). Shocking scam for a 5 star hotel.
Having spotted this ‘hook and switch’ deceit I tried to reserve the room as illustrated and was asked to pay an extra €120 per night. I didn’t pursue the so-called offer any further.
Even after bringing this deceit to the attention of the hotel, they continued to illustrate the offer with the fraudulent photos.

Very poor customer service. Do not reply to your emails if you have complaints. The website is not user-friendly either.

I booked the internacional design hotel in Lisbon after reading your reviews. It was a terrible experience!
I booked it in January 2019 for a 1 June stay via an agency they use. When I arrived after a 24 hour trip flying from Australia they had cancelled my booking due to a miscommunication from the hotel with their agent, through no fault of mine, and I was not advised. I had to book another hotel on the same night at a much more expensive rate. would not use your recommendation again.
Very unhappy customer.

Just fabulous - nothing is too much trouble, rooms wonderful, food wonderful, great location, staff amazing. Stay there, just stay there, never leave- nothing bad can happen when you are there :-)
I stay with my teenage daughter, staff always great to her
Room service fab, breakfast wonderful, ive run out of wonderfuls
Just an amazing place