The worst thing a hotel can do is give their guests the runaround. I expect to be dealt with honestly at all times. Instead, at this Marriott, we were given the run around for two full nights. Upon our late arrival we were given a room without air conditioning. While many will no doubt roll their eyes at this distinctly American requirement, the fact is we specifically looked for, and paid for, a room with air conditioning. We were too tired to raise the issue that first night, but spoke with the manager first thing in the morning. And there began our saga. We only had four nights in London this time and had filled each day completely so had no time to sit around the hotel. We trusted the Marriott to fix the air conditioning or move us. Neither happened. Instead, we were given the run around from the front desk: the air conditioning will be fixed, so no need to move rooms. Woops, the air conditioning cannot be fixed (we learned this from the technician -- the front desk clerk was left quite red-faced when we mentioned this) and now all rooms are sold out, please accept a bottle of wine as our apology. Our savior was Lourdes Raya, Guest Relations Manager. Had she been involved from the beginning, this would be a five star review. Once Lourdes understood the situation she took control, spoke to us with complete honesty and kept us apprised of all efforts to both fix the air conditioning and/or find us another room.
This is a lovely property. Ultimately, the management comped one of our nights, for which we are grateful. But the bottom line is that this experience indelibly marred what was a key event for our family.
I would not turn people away from this hotel, but I would certainly encourage any future guests to be proactive about any issues and demand the honesty common decency requires.
- Official Description (provided by the hotel):
- Located in the fashionable Mayfair neighbourhood, the London Marriott Hotel Grosvenor Square offers a timeless blend of elegance and comfort. First built as a stately townhouse, it has evolved into an exclusive hotel that infuses contemporary chic with classic luxury and exceptional personal service. Indulge in Gordon Ramsay's Michelin Star 'Maze' restaurant, host inspired events and enjoy our hotel's ideal access to Hyde Park and the West End. ... more less
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- Also Known As:
- Marriott London
- London Marriott