We stayed at the Grosvenor House in mid-July for a couple of nights. The hotel itself is lovely and has a great location in the heart of Mayfair. However, the service left a lot to be desired. When we arrived, there were 2 people handling check-in with several guests in line. Each check-in took at least 15 minutes while the apparently confused clerk went into the back and checked on something - we're really not sure what. We must have waited nearly 40 minutes before we had our room key.
We also requested a room with a king bed and were given a queen. We later discovered that our friends WERE given king beds, and larger rooms at the same rate. When we called the customer relations manager to complain about this (on our last night) he told us that the only thing he could do was move us to another room, which made no sense just 11 hours prior to departure. He was stubbornly unwilling to make any other concessions.
As a Marriott Elite member, I'm used to much better service. Although the hotel is very nice, I'm underwhelmed by the service attitude.
- Also Known As:
- Jw Marriott London
- Grosvenor Hotel Jw Marriott
- Marriott London
- London Marriott
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