One report, released earlier this month, ranked London's hotels as some of the worst for guest satisfaction in the UK and Europe while another published in March cited London as worst in Europe for friendliness and expertise.
However, Simon Tarr, managing director of the industry skills charity People 1st which works to train staff through its WorldHost programme, said they did a 'disservice' to the majority of London's hotels.
"Although they portray a landscape ripe for improvement, we feel the reports do a disservice to many of the capital's hotels where, in our experience, customer service and people-handling skills are very much alive and well," he said.
“Let’s not forget that London has the most hotels per square mile in the UK, and is also one of the most expensive areas to book."
Tarr marked out the 4-star Strand Palace and Hilton and Holiday Inn sites managed by London-based 4C Hotels group, as pioneers in customer service and said it had been working in partnership with hospitality businesses both inside and out of London to implement gold standard customer service training via its WorldHost programme.
“Of course there’s room for improvement but the outlook should be one of optimism – the face of UK tourism is changing for the better and we’re proud to be working with many of the businesses, including those in the capital, to help challenge perceptions," said Tarr.