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“Need to Teach Management to Deal Honestly with Guests”

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London Marriott Hotel Grosvenor Square
Ranked #356 of 1,076 Hotels in London
Reviewed 29 August 2013

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.

Room Tip: The suites are lovely, but not as big as they look in the pictures.
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  • Stayed: June 2013, travelled with family
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3  Thank babettetravels
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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909 - 915 of 1,562 reviews

Reviewed 21 August 2013

Belated review from a Feb 2013 stay: Five of us on a business trip stayed here for three nights. The location can't be beat, as it is very near the Navy Annex and the US Embassy. Typical European Marriott, with rooms that just seem sort of scaled down in size compared to what we see in the US. Check-in was a breeze, but the staff wasn't much help with dinner recommendations. However, we found the pub down the street in front a block or two and it was great. The hotel was pricey to me at ~$250 for a single room, but by London standards, it is probably the normal range. All of our rooms were clean and showers were great.

  • Stayed: February 2013, travelled on business
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Thank M Q
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 20 August 2013

A great central 5 star hotel. Close to all that we wanted to do. Rooms fantastic and beds were very comfortable. Great reception staff. Good food. Our room overlooked the square and was very quiet. We went to the Grosvenor house for afternoon tea and this was FAB.
Very close to Oxford Street for the shops.

Room Tip: Phone in advance if you are celebrating an anniversary etc. Rooms overlooking the square are good.
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  • Stayed: July 2013, travelled as a couple
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Thank Gary S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 19 August 2013

The hotel is in a great location. I will say the staff was great and helpfull and the Restaurant was very good as well. This was our last 5 nights of an 18 night tour of London. This bed was the most lumpy to the point we flip flopped on we laid on bed. The rooms are small but well done.

  • Stayed: August 2013, travelled as a couple
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Thank Augie101898
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 18 August 2013

We are just back from a great stay at this wonderful property! Everything from start to finish was great - location of the hotel excellent for shopping - 3 minute walk from Oxford Street and also close to all main attractions.
Initial welcome was super any little extra requests dealt with very efficiently. Breakfast yummie - brioche french toast a must.
The Luggage room attached to the hotel is really nice for a child free drink - wonderful service.
Bedroom very comfortable and spacious and lovely decor- overall an ideal location in London - we will be back!!!

  • Stayed: August 2013, travelled with family
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Thank Sean C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 14 August 2013

Stayed here to impress my wife. Location was great and staff were fine. Both of us thought our room on the 5th floor was ridiculously small. As we were going on a cruise post the hotel stay, it was good training on how to handle living in confined spaces. Bed was pretty average as well - soft and sunken in the middle. I was disappointed as really paid up for this stay and it didn't really deliver.

Stayed: August 2013, travelled as a couple
2  Thank powmarday
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 14 August 2013

WE stayed for four nights this past June and found the Hotel very comfortable The front desk staff was very accommodating and tried to get our room ready early as we arrived on a morning flight from the US. They held our bags and phoned us when the room was ready which allowed us to go and enjoy the town. The location is close to the Bond Street tube station and had all the shopping nearby that one could desire.....The room was very comfortable and the air conditioning was perfect. We would stay there again!

Room Tip: Rooms above the front door entrance are quiet
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  • Stayed: June 2013, travelled as a couple
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Thank rsf4sail
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about London Marriott Hotel Grosvenor Square

Address: Grosvenor Square, London W1K 6JP, England (Formerly Marriott London Grosvenor Square Hotel)
Region: United Kingdom > England > London > Mayfair
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Restaurant Room Service Suites Wheelchair access
Hotel Style:
#232 Romantic Hotel in London
#252 Luxury Hotel in London
#270 Family Hotel in London
#314 Business Hotel in London
Price Range: £207 - £424 (Based on Average Rates for a Standard Room)
Hotel Class:5 star — London Marriott Hotel Grosvenor Square 5*
Number of rooms: 237
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

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