Ideally, this review would be a 3.5. The hotel is modern and our room on the 5th floor was great, especially because we could open the windows. Soft drinks from the mini bar are complimentary and the Nespresso machine is a nice touch. Bathroom was large, unfortunately it had a tub shower instead of a walk-in, but it was manageable. What was a bit disappointing is that the room was not ready at 4pm, although check-in is supposed to be available after 2 or 3pm. It means that someone had a late check-out which we were denied when we asked for it. We had prepaid the visit or, rather thought we had and when we checked in, the front desk confirmed that we had prepaid. When we checked out, the pre-pay was confirmed again. Later that night, they sent an email saying we had modified the booking (we which we had not done) and that the room had therefore not been prepaid. We then had to contact the Small Luxury Hotels group and spent half a day sorting everything out with them. We had asked that the hotel send us a confirmation that all had been settled, but that email never came. Also at check-out, we were not asked whether we had enjoyed the stay and no review forms were available, so they have to find out about our impressions here in a public forum. As we had to rush out of the room since they would not give us a late check-out (in spite of being SLH members), and left the luggage with the relevant people who handed us the stubs for later reclaim. We then went out and returned to the hotel where our limo was waiting for us, but the luggage people brought out only 2 out of 4 bags. This created some tension because we were told that we didn't have the proper stubs for the other 2 bags which contained our travel documents and laptops. Since blame was assigned to us instead of the person who had not provided enough stubs, the departure was not a happy one. Once again, the problem was the service and we are now getting a bit cautious with SLH member hotels as we had experienced a true disaster at the snobby Villa Castagnola in Lugano in August.
- Official Description (provided by the hotel):
- The Arch Hotel London is a luxury lifestyle hotel just a stone’s throw from Marble Arch, Marylebone and the West End. Spanning 7 Georgian townhouses, this urban hideaway offers a unique combination of English heritage and contemporary style. With 82 individually designed guestrooms and an inspiring restaurant and bar, The Arch London provides the best in comfort and service with Free Internet Access and complimentary soft drinks mini bar in every room. Imaginative British art, rich fabrics, colours and honest, hearty food, add to the spirit of this creative new hotel. ... more less
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- Also Known As:
- The Arch London Hotel London