Hard Rock Hotel London

Well JANHVI welcomed as with a very lovely smile and she was really talented with dealing with people and she takes care of every specific detail .. actually If we will be back to the hotel the reason will be her kindness. Thanks for hiring talented employees like JANHVI

I booked a 2 night stay at this hotel for a business trip. Before arrival I was sent an email asking if I would like to request an upgrade of my room which would be subject to availability and would be confirmed at the time of checkin if rooms were available. Upon arrival I was told I had been provided with a COMPLIMENTARY upgrade. I was also asked by the Jerinne at checkin to provide a positive review for her and given a QR code. Upon returning to the hotel for my second night I found that my room key no longer worked. When I went to reception to ask them to fix my key card I was told by Monzur that it had been deactivated because I owed £135 for a room upgrade and that if I did not pay it they would not be able to give me access to my room. When I pointed out that I had been told that this was a complimentary upgrade I was informed that that information was wrong and I could either pay the charges or have no access to a room. When I asked if I could speak to a manager to complain I was told by Monzur that the night manager was busy and I should wait until the morning and ask for a manager then. I assume Monzur would have finished his shift by then so he could care less. I asked if I could email someone and was given a generic email address for the hotel and was then forced to pay the extra money to be able to get into a room where all of my belongings including my passport were being held. The attitude of Monzur was take it or leave it but you have to pay or you can not get into your room. Even when I pointed out I was given false information and not given the choice when I checked in of whether or not I wanted to proceed with an upgrade at the cost, I was told unfortunately that was wrong so its not my problem its yours. What a disgrace of a place. Be very careful at this hotel, they are clearly very happy to rip people off and force them into paying additional charges. I would AVOID this hotel at all costs.

This hotel went above and beyond in making our special occasion in London very special. They upgraded our room (I’ve stayed in other hotels with very small rooms) however this was a great size and we were also greeted us with a bottle of bubbly for our anniversary. I have stayed in many hotels but this one left the rest standing ! The staff , the decor, the food , the music …5 star all the way ! It is located up the road from Selfridges , M&S , Primark (biggest in Europe ) AND around the corner from the Marble Arch tube station that made for easy access to everywhere . If coming to London go through Gatwick , get the Gatwick express £15 odd and then a taxi £10 approx to this hotel in 50 minutes. I did a lot of research before choosing the Cumberland and it was the right choice ! Strongly recommended