London Marriott Hotel Marble Arch

The staff were a highlight for me. The door attendants, luggage carriers and front desk team were all warm, helpful and friendly. I also got a pleasant surprise from the gym, which had more equipment than I expected, maybe because I'm comparing it with American accommodations. I stayed in one of the newer renovated rooms, and it didn't feel dated at all. The main entrance was under construction, so after drop-offs I walked over to The Pickled Hen entrance, but that wasn't a problem. The hotel seemed to be in what I call “Little Lebanon,” near enough to Marylebone and Mayfair, where I spent more time looking for an English feel on my first London visit. I thoroughly enjoyed my stay at London Marriott Marble Arch.

We got an out-of-this-world price for a week's London experience, with breakfast included. The location worked well for getting to most attractions, and bus and underground made it even easier. Basement parking was fine too, a little narrow but manageable if you take your time. The staff were extremely friendly. It was a wonderful experience we won't forget anytime soon.

We spent seven nights here in early April and had to change rooms twice, staying in three different rooms. None had working air conditioning or television, and despite us raising it, maintenance never came to fix anything. It was warm but bearable, and we eventually decided to stick it out after going back and forth with Marriott corporate. At checkout, after asking for some kind of discount, we were offered 10,000 points, about one-fifth of a night's stay. I can't see how that counts as a quality offer, and I'm still discussing it with Marriott corporate. I've been a loyal Marriott Bonvoy member for more than a decade, and this is the first hotel where the room and lack of service affected my stay this way. I know I have little leverage once I've paid. I won't claim I'll never stay at a Marriott again, since that's not realistic, but there are plenty of other hotels in this great location. I'd look elsewhere.

Check-in was straightforward and smooth, but service was slow afterward. I asked for a plaster twice and never got one. The bedrooms are adequate, though they badly need updating, with shower curtains still in the bathrooms and cleaning that could have been better. The hotel needs major refurbishment and a step up in service.