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“good, but a bit inconsistent”

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London Marriott Hotel West India Quay
Ranked #198 of 1,075 Hotels in London
Certificate of Excellence
GreenLeadersSilver level
Reviewed 3 August 2014

I have stayed at the marriott west india quay 4 times this year, the most recent of which was last week -- on the whole, the hotel is very good, but the room quality and therefore my overall impressions of the property are a bit inconsistent.

the hotel is located on the north side of the wharf, making is very convenient for those working in CW; there is a large row of restaurants and pubs located literally 50 feet from the hotel; if you decide room service isn't for you, there are ample choices right outside your doorstep.

the hotel itself is basically a combination of an older, low-rise building and a much newer, tall glass tower. i have now stayed in the tower and the low-rise 2x each; i can wholeheartedly say that the tower is well worth the upgrade (i believe many of the tower rooms are a 1-category upgrade to an executive room rather than just the basic king). the tower rooms are slightly more modern and better appointed -- the rooms located in the low-rise could really use a refresh, as the furniture/paint/walls are really far from "spotless" at this point -- both times i stayed in the low-rise there was a knob broken off my nightstand. similarly, i have noticed that the beds are quite lumpy -- it's almost as if their king sized mattresses were like 3 twins glued together -- this is not unique to a given room, as i've noticed this all 4 times i've stayed there this year (in a different room each time).

the biggest downside to the marriott is its location -- it's literally right next to the DLR, meaning with the exception of a few rooms on the "quiet side" of the hotel, you're likely to end up with a room facing the DLR, which if you're a light sleeper, could prove problematic.

the gym in the hotel is also a bit of a disappointment -- i think i've tried to go there at least once on each visit, only to find that at least 1 of the ellipticals and other powered machines are broken each time. for a hotel of this size, the gym is also disappointingly small; as a result, with say 1 broken elliptical, there are literally 2 remaining machines for the entirety of the hotel. honestly, the gym is borderline unusable.

on the bright side, the customer service at the hotel is great -- the staff are extremely helpful and perhaps most importantly for red eye travellers, the hotel has always been able to let me check in early, meaning i can get a shower in before trudging to work early on a monday.

while there is nothing critically wrong with the hotel, i cannot give a top rating given the bed, location, and gym issues.

Room Tip: unless you can get a room that faces west, you're probably going to end up hearing the DLR from...
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  • Stayed: July 2014, travelled on business
    • Value
    • Sleep Quality
    • Service
Thank jpg28242
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Reviewed 1 August 2014

Booked a 1 night stay for our Mothers 78th birthday. Choose this hotel as we like the docklands and not to busy for Mum. Arrived at hotel, was greeted by friendly staff. Checked in. Booked a single and a double deluxe room with breakfast. Was only able to be allocated a room on the same floor facing the DLR station (noise) or an accessible room. Mum said she does not need that quite yet! Allocated us both quite rooms facing inwards, Mum on floor 2, ourselves on floor 1. Rooms were okay, usual Marriott standard lacking in small touches such as slippers, robes, free water. Paid a lot less and got the above at other hotels. Managed but, had to escort mum to and from her room, when going in and out of hotel. Not ideal. Using lifts all time, case of fire/emergency. Would have felt better due to her age if on same floor. Ate at the Manhattan Grill as seen the great reviews and Mum loves steak! Was lovely from start to finish and we all enjoyed it. Great food and lovely staff. Had a bottle of wine outside after the meal in the Zeus bar outside area, again lovely from start to finish. Sat out till midnight on a warm London evening. The only negative was that the bar tender who served us all night was fine, but at the end of the night we settled the bill by credit card by an other member of staff as the original bar tender was not around. As we got into the lift he appeared from nowhere and asked us if we had signed the cheque. Lucky we had the credit card receipt in our hand. Mum was not impressed at all as if we had walked out without paying, better communication is needed she said. Apart from that, enjoyable birthday evening. Had a quite nights sleep, great breakfast in the morning - freshly made omelettes, wide and hot choice of food/beverages and great service by staff. Check out was hassle free, left baggage till mid evening with hotel concierge. All in all enjoyable stay, staff were very friendly apart from the above niggles, if corrected would stay again and again whilst visiting the city.

  • Stayed: July 2014, travelled with family
    • Value
    • Sleep Quality
    • Service
Thank davide79_12
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Bertrand D, General Manager at London Marriott Hotel West India Quay, responded to this reviewResponded 4 August 2014

Dear davide79_12,

Thank you very much for providing such a detailed review. I am really pleased to read you overall enjoyed your stay as well as the birthday dinner and drinks in our Manhattan Grill and terrace.
I apologize for any inconvenience related to the rooms allocation and for those to be on different floors.
I do hope you will stay with us again when visiting London in the future so that you will be able to notice how the little downsides of your previous stay have been corrected.

Sincerely
Bertrand Dijoux

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 31 July 2014

We had a very good stay in a deluxe room, inside view. The rooms were large, but had some minor faults with its decor. The minibar is automatic, so do not touch any thing. The hotel had very friendly staff, but they were very focused on charging deposits for adaptors, umbrellas, etc.
The breakfast was excelent, though I would prefer a buffet for a cooked breakfast if they cannot cook it without a 10-15 minutts waiting time

  • Stayed: July 2014, travelled as a couple
    • Location
    • Cleanliness
    • Service
1  Thank bigjohnn
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 27 July 2014

This was our 4th stay at a Marriott and we were very impressed. The lady who checked us in was in training, although we wern`t aware of this at the time, so it was very slow and she did forget a few things, no paper delivered in the morning, forgot to put us down for breakfast, didn`t give us the wifi key, and didn`t authorise our card to get into the executive lounge and never gave a receipt for our payment upon check in, but apart from that everything was great. We did get into the executive lounge as another guest was going in at the same time as us, and it was lovely, lots of lovely fresh fruit, cakes, scones, crisps etc, Lots of choice of drinks too, and an amazing view of Canary Wharf, i could have sat in there for hours
There was a wedding going on the same day but the staff were all very attentive, polite and nothing was to much for them. In the evening it was packed but we never waited long to be served, i even got asked if i needed anything whilst i sat on one of the sofas waiting for my o/h to come back from the bar
I highly recommend this hotel to anyone, and the location is brilliant, thank you :)

Room Tip: As a member of the Marriott club we were allowed access into the executive room, this was on the 7th...
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  • Stayed: July 2014, travelled as a couple
    • Location
    • Rooms
    • Service
Thank amanda_dcl
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 27 July 2014 via mobile

If you want a 5* hotel, then it's not here. Don't get me wrong, it's not a bad hotel and the bed was very nice. Room overlooks the main roads around canary wharf and the rooms are a little dated. Could have stayed at the Four Seasons for an extra £50.

Stayed: July 2014
Thank AJRACH
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Bertrand D, General Manager at London Marriott Hotel West India Quay, responded to this reviewResponded 28 July 2014

Dear AJRach

Thank you very much for taking the time and trouble providing us with feedback,
following your recent stay with us.
Feedback such as yours provides us with an opportunity to review areas where we can improve.
I do hope that we will have the opportunity to welcome you back, in the hope that we can restore your faith and confidence back in our Hotel.

Sincerely,
Bertrand Dijoux

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Reviewed 25 July 2014

We travel quite a bit, and my husband is a Marriott Gold member due to frequent business travel and we agreed that this hotel has the nicest, most friendly and most professional staff of ant hotel we have ever stayed in! The staff makes guests feel welcomed and at home and help in any way possible to make your stay a happy one! The front desk staff, the concierge lounge staff and especially the bell staff are exceptional! We kept saying to each other, " Everyone is sooooo nice!!!" The hotel itself is lovely as well and sits on a beautiful and peaceful quay that seems a world apart from the hustle and bustle and crowds of London, but is actually just a short underground ride away! We toured all over London and were so glad we chose this location. We looked forward to returning to our peaceful oasis at the end of the day. The concierge longe was terrific and offered great views! Whether you are traveling for business or visiting on vacation I highly recommend staying at West India Quay! I hope to be back soon!

Room Tip: Request a higher floor quay view room.
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  • Stayed: July 2014, travelled with family
    • Value
    • Rooms
    • Service
4  Thank ALittleTripC
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 25 July 2014 via mobile

I went there for business purpose. First, I am accustomed to stay in a Marriott (Silver Elite Member) when I am traveling abroad. So, I know the Marriott standards and this one is quite a bit below compared to other ones especially to the Marriott hotels located in South Kensington or Grosvenor Square.
The lady at the reception desk was quite rude and not very friendly. Hopefelly, the staff working at the bar was more helpful. In terms of amenities, this accomodation is a bit overpriced because there is nothing special neither in the bedroom or in the premises of the hotel.
Good for a business as it is convenient in terms of location (close by Canary Wharf) but you should prefer another more central Marriott if you go to London for leisure.

Stayed: July 2014
1  Thank Laurent N
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 West India Quay

Address: 22 Hertsmere Road | Canary Wharf, London E14 4ED, England (Formerly London Marriott West India Quay)
Region: United Kingdom > England > London > Docklands / Canary Wharf / Isle of Dogs
Amenities:
Bar / Lounge Beverage Selection Business Centre with Internet Access Fitness Centre with Gym / Workout Room Restaurant Room Service Suites Wheelchair access
Hotel Style:
#23 Green Hotel in London
#115 Romantic Hotel in London
#145 Family Hotel in London
#153 Luxury Hotel in London
#175 Business Hotel in London
Price Range: £116 - £376 (Based on Average Rates for a Standard Room)
Hotel Class:5 star — London Marriott Hotel West India Quay 5*
Number of rooms: 301
Official Description (provided by the hotel):
Ideally situated in the Canary Wharf district, the London Marriott Hotel West India Quay offers luxurious accommodations and access to the city's most popular attractions. Our hotel in London, England boasts a prime location just 11 minutes from London City Airport and 10 minutes from Europe's largest indoor shopping mall. ... more   less 
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Also Known As:
London Marriott West India Quay Hotel London
Marriott London

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