London Marriott on Marble Arch

I recently stayed here for business, and brought my young family along. Upon arrival, everything seemed fine, and the room was generous by London standards in terms of size and quality. After the first night, we soon realised the air conditioner was not working, and lights weren't working. Then we realised the lock on the door was broken. We had to tell them 3 times the next day, and neither were repaired when we returned home after work. I went down and relayed the situation but the receptionist was just so relaxed, and didn't seem to care too much. I had to call back to them twenty minutes later and explained it was so late and the room was incredibly hot. They sent a guy to repair the air con, and placed a large temporary air con unit into the room, which meant the window was open all night. The meant we heard ambulances, motorbikes, screaming during the night and had our second sleepless night. No one checked up during our entire stay to apologise or make the situation right. On the last day we requested to urgently move rooms. Once we arrived, we instantly felt what the air conditioner working and was instantly relieved. When checking out we explained the situation and outlined we expected a reduction on our bill due to the totally inadequate service received. They explained they wouldn't be able to do that, but offered us Marriott points. I would never stay in this hotel after this experience. It was like all of the staff were not communicating to each other and had no idea how to deliver a "4 star service". At best this felt like a 2 star service dressed up in 4 star clothes.

Hotel is in dire need of an overhaul. Until it is renovated, I HIGHLY recommend avoiding if at all possible. Another hotel at 100+ pounds more per night is worth the extra cost. So much to say about what is wrong with the hotel and rooms, but here is a quick summary: 1.) Shower head was broken and leaked water down the handle. Not a big deal, except the shower bar was also broken and the shower curtain was too small for the tub (it covered only 60%). This resulted in a small ocean of water on the bathroom floor after your shower is over. We learned to be quick and put down large bath towels on the floor to contain the water. 2.) The TVs are flat screen but are not Smart TVs. You cannot connect anything through HDMI or via built in apps. I asked about this 4 times over 3 days before someone showed up and showed me I can mirror my iPhone (Note: there were no directions related to this anywhere). It didn’t really help anyway because Netflix didn’t let me use mirroring for my content to the TV. 3.) The bed headboard is peeling pleather. The rugs have stains. A few outlets and usb ports didn’t work. The AC consists of portable units in the room, which is a nice workaround except it requires the window to be always open. I hope you are a heavy sleeper because London is very loud and you will hear people talking, motorcycles, and cars revving throughout the night. 4.) Service was generally (but not always to be fair) subpar. Asked about the TV 4 times. Calls down to the front desk went unanswered. A few borderline rude interactions. Everything just seemed to be way more difficult than it had to be. In summary, stay away if you can. I am Lifetime Platinum with over 1000 nights and am overly forgiving as a loyal member, but this place is BAD and Marriott should be embarrassed.

We are brand loyal to Marriott, but after this stay we are questioning that. This place was so run down & our room looked like a crime scene. Horrible stains on the carpet & the vinyl headboard was peeling so much, that if your hand accidentally touched it during the night you would get a fingernail full of debris. The people who worked there were nice & friendly, but getting anyone to answer the phone for room service was challenging. We found it to be expensive for the condition of the hotel. We were there for 3 nights and spent approximately $2700, which included breakfast each day . As far as location, it depends on what you want to be near. We thought it was closer to Buckingham Palace than it was, but that was our fault. There are a number of restaurants nearby. We wouldn’t even consider staying there again.