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“So so”
Review of The Cumberland

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The Cumberland
Ranked #432 of 1,072 Hotels in London
Reviewed 17 August 2014

My husband and I stayed at the Cumberland hotel last night as we were going to see the Jersey Boys show at the Piccadilly Theatre. Check in time was from 3pm. We arrived at 5.30pm so we had enough time to get changed and freshen up in time for the show at 7.30pm. When we arrived our room was not ready. We were told it would 25 minutes. Over an hour later........we finally got our room at 6.40pm leaving us 20mins to get ready and out. We managed to get to the show just in time! It was quite stressful! We arrived back to the hotel at around 11.30pm for a good nights sleep. The room was nice and comfortable with all mod cons, TV, fridge, air con, tea and coffee making facilities, soap and toiletries provided yet at 4.30am we were rudely awoken by two arctic lorries parked outside our bedroom window loading the hotels laundry onto them until 6.20am. We called the reception to complain about the noise and the receptionist said she would send a colleague out!! Upon looking out of our window on the 1st floor we could someone outside talking to the lorry driver. The lorry driver could not do anything about the noise as he was only doing his job for the hotel. If we had been booked for another night I would have refused to have stayed unless our room was changed as the noise was unbearable. We could here the cages being wheeled into the back of the hotel and the lifts going up and down loading laundry onto them, then being wheeled back out and loaded onto the lorries!

We both went down for breakfast for 7am as we were both awake! Breakfast was good, there was lots of choice for people and the staff were friendly yet London or not the breakfast was definitely over priced at £18.99 per person!

Don't get me wrong the hotel was nice and clean and the staff were friendly but if you stay do not take room 1061 or any of the rooms on the first floor facing the church!

Room Tip: Avoid all rooms facing the church on the first floor!
  • Stayed: August 2014, travelled as a couple
    • Value
    • Location
    • Service
2  Thank SmilerSK
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MeskeremA, General Manager at The Cumberland, responded to this reviewResponded 19 August 2014

Dear Reviewer,

Good day and thank you for taking the time to post a review with regards to your recent stay with us.

One of our most important tasks is to learn directly from our guests about their experience at The Cumberland Hotel. Our goal is to provide the highest quality of friendly and courteous service and ensure a consistent standard of excellence throughout our facility.

It is regrettable to learn that you did experience some issues on this particular visit, especially with regards to the noise outside your room. I can certainly understand your frustration in this regards and would like to personally apologize for any inconvenience that this may have caused. Clearly these are not the service levels we pride ourselves on.

Ensuring that all of our guests have a most enjoyable stay is in all of our interest and I again thank you for bringing your comments to my attention.

Yours sincerely,

Ian L Peck
General Manager

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2,531 - 2,537 of 6,164 reviews

Reviewed 17 August 2014

We paid for an upgrade to an executive room when booking for a weekend in London. The room was small and pokey - I would have hated to see what is crammed into a standard room! The upgrade also gave us access to the 'exclusive' Executive Lounge, which, in reality seemed to be a converted meeting room off the cavernous reception. The Lounge was supposed to be child-free after 5:00 on the day we were there but there were still screaming kids running around when we popped in for what we hoped would be a quiet pre-dinner drink at 7:00. Come to think of it, there were youngsters running wild through the maze like corridors of the floor we were on. The late check out we pre-paid for was begrudgingly given and we were told it was dependent on the bookings on the day we checked out - despite us having paid for it! Breakfast was included but was very ordinary - we have had better breakfasts in Premier Inns! Overall, very disappointing. The location is good and central I s'pose but if we had our time again I would have stuck with a boutique hotel elsewhere in the same district.

Stayed: August 2014, travelled as a couple
1  Thank Nigel W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MeskeremA, General Manager at The Cumberland, responded to this reviewResponded 18 August 2014

Dear Reviewer,

First of all, I would like to thank you for taking the time and giving us your feedback regarding your recent experience at The Cumberland Hotel. Feedback such as your own is crucial for us and of the highest importance in order to improve the level of service that we provide.

On behalf of the team, I would like to personally apologise for any inconvenience caused during your last stay with us. It is our high priority to ensure that all our guests are always looked after and I can assure you that this unfortunate experience is not reflective to the standards we strive to provide here at the hotel. Please be advised that I have shared your comments with the relevant departments and they will be discussed further with the team.

Once again please accept my profound apologies for the shortfalls in service levels you experienced and I do hope we will have the opportunity to welcome you back to The Cumberland Hotel in the near future so that we can demonstrate a higher and more consistent level of service.

Kind regards,


Ian L Peck
General Manager

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Reviewed 17 August 2014

I stayed here with work for 5 days for a conference and found the hotel yo be modern and sleek although the room was slightly more dated it was very comfortable and clean. The staff were helpful and friendly.

  • Stayed: May 2014, travelled on business
    • Location
    • Rooms
    • Service
1  Thank PandaAndy78
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MeskeremA, General Manager at The Cumberland, responded to this reviewResponded 18 August 2014

Dear Reviewer,

Thank you very much for your recent stay at the Cumberland hotel and for posting a great review on TripAdvisor.

We are delighted that you enjoyed your stay with us and that you were well looked after for the duration of your stay. It is always a pleasure to read such wonderful comments about our staff and service and we very much look forward to seeing you again for your next stay.

On behalf of the whole team at the hotel, thank you once again for taking the time to post your review.


Kind regards,

Ian L Peck
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 17 August 2014

We were very pleased with this hotel. Staff were efficient and friendly. Our room was ready early so they were happy for us to book in. Room was really clean and it had a fridge in it which was great. Air con worked which was good as it was extremely hot outside. There have been occasions when we have booked into other London Hotels where it says air con just to find it doesn't work! Breakfast was really nice, we will book again.

Room Tip: We were on third floor and think that must be quieter.
  • Stayed: August 2014, travelled as a couple
    • Location
    • Sleep Quality
    • Service
1  Thank helenmc5650
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MeskeremA, General Manager at The Cumberland, responded to this reviewResponded 18 August 2014

Dear Reviewer,

Thank you for your comment posted on Trip Advisor. I read with delight how you truly enjoyed your stay at The Cumberland Hotel.

I am most delighted to read that our staff provided wonderful service, which was the finishing touch. We pride ourselves on our service standards, but it is still a joy to hear when we have got it right.

We hope to have the opportunity of welcoming you back soon to our hotel. If I can be of any assistance in the meantime please do contact me directly.
Kind regards,

Ian L Peck
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 17 August 2014

Recently stayed here for 3 nights, excellent location and very good value for money. We got this hotel through hotelsdirect.co.uk and it was an hidden gem deal. Breakfast was included and really worth the money, I would suggest try and get to the breakfast buffet before 9am as after this time there were lengthy queues. The rooms were very clean and we will be stopping here again, many thanks to all the staff for excellent service

  • Stayed: August 2014, travelled with family
    • Value
    • Sleep Quality
    • Service
Thank Amanda J
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MeskeremA, General Manager at The Cumberland, responded to this reviewResponded 20 August 2014

Dear Reviewer,

Thank you very much for your recent stay at The Cumberland Hotel and for posting a great review on TripAdvisor. Your continued loyalty to the hotel is greatly appreciated and it is always a pleasure to welcome you back.
We are delighted that you enjoyed your stay with us and that you were well looked after for the duration of your stay.


It is always a pleasure to read such wonderful comments about our staff and service and we very much look forward to seeing you again for your next stay. On behalf of the whole team at the hotel, thank you once again for taking the time to post your review.


Kind regards,

Ian L peck
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 16 August 2014

My wife and I stayed for two nights from Wednesday 13th to Friday 15th of August. Right from the start of our visit, when we were checked in by Edgar, who was terrific, and well worth a special mention as far as we are concerned, until we left , The Cumberland staff were extremely pleasant, friendly, and helpful. The buffet breakfast has so much to offer, and will suit every dietary need. It's location is ideal for shopping on Oxford Street, or that leisurely walk through Hyde Park. This is the first time we have stayed at The Cumberland, but it wont be our last.
We look forward to our next visit.
Once again, a big thank you to Edgar.

Mr and Mrs Law

  • Stayed: August 2014, travelled as a couple
    • Value
    • Cleanliness
    • Service
2  Thank James L
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MeskeremA, General Manager at The Cumberland, responded to this reviewResponded 18 August 2014

Dear Mr and Mrs Law,

Many thanks for taking the time to write to us following your recent stay.

It is with great pleasure that I read your kind comments on our employees’ performance. I appreciate our employees’ professionalism, enthusiasm and genuine drive to please our guests. Furthermore, we invest heavily on training our staff to our Guoman standard, to see our committed efforts demonstrated is also rewarding.

I will certainly share your feedback with my Heads of Departments and have your email pined on our employees’ notice board.

We very much look forward to welcoming you again soon as we enjoyed having you here.

With kind regards,

Ian L Peck
General Manager

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Reviewed 15 August 2014

The Cumberland was ideally situated for us right on Oxford Street and opposite Hyde Park.
We were upgraded to an executive room which was great, beds were so comfy and a good size,bathroom was excellent .
Breakfast was amazing everything you could want from light to full on English.
All the staff were very friendly and would book again.

  • Stayed: August 2014, travelled with family
    • Location
    • Sleep Quality
    • Service
1  Thank barbaraWales
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MeskeremA, General Manager at The Cumberland, responded to this reviewResponded 18 August 2014

Dear Reviewer,

Thank you for your wonderful comments following your recent stay with us.

Like you said our location is just incredible and we are extremely fortunate to be based so centrally. I was also delighted to read your comments about the Hotel. It's a priority of ours to ensure that all our guests have a comfortable and memorable stay at all times and I am pleased we were able to achieve this on this occasion

Thank you for sharing your experience with us and I hope we will be able to welcome you back to The Cumberland Hotel in the near future.

With kind regards,

Ian L Peck
General Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about The Cumberland

Address: Great Cumberland Place, London W1H 7DL, England
Phone Number:
Region: United Kingdom > England > London > Marylebone
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Children Activities (Kid / Family Friendly) Restaurant Room Service Suites Wheelchair access Airport Transportation
Hotel Style:
#248 Family Hotel in London
#292 Romantic Hotel in London
#294 Luxury Hotel in London
#342 Business Hotel in London
Price Range: £140 - £323 (Based on Average Rates for a Standard Room)
Hotel Class:4.5 star — The Cumberland 4.5*
Number of rooms: 1019
Official Description (provided by the hotel):
The Cumberland Hotel is one of London's most famous and finest four star hotels. Opposite Marble Arch, it is perfectly located with superb service and facilities. Its inspiring lobby exhibits inspirational original works of modern art, perfectly complimenting its contemporary style. A great hotel in a perfect location in one of the world's great cities! ... more   less 
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Also Known As:
The Cumberland Hotel London
Cumberland Hotel London
Cumberland London

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