Penthouse 3-bed 3-bath on Marble Arch

I came back today to book after travelling from Manchester specifically because a staff member had shown me rooms and assured me of what I’d be getting yesterday. I could have chosen many other hotels, but relied on that information. Instead, after taking my payment, the staff member gave me a different room and said the one I’d been shown was no longer available. I asked to pay extra for an upgrade to a suitable room, but was told I couldn’t. I had already explained that I’m disabled and need a larger bed and enough space for comfort and accessibility, yet no suitable option was offered. I wasn’t asked to sign or agree to any terms when paying, either. While I tried to sort this out calmly, I was told I couldn’t sit in reception to write this complaint, which made an already upsetting situation worse. Yesterday I’d agreed to return and proceed with a booking based on the rooms I was shown. Unless the matter is resolved immediately with a full refund, I’ll have to escalate it formally. That would include contacting an Alternative Dispute Resolution (ADR) body, the relevant UK hotel regulatory and consumer authorities, and Trading Standards over potential misrepresentation of services, as well as reporting a failure to make reasonable adjustments under the Equality Act 2010.

We liked having supermarkets and plenty of eateries close by, so getting snacks, drinks or an easy dinner was no hassle after a long day. The room was clean and comfortable, just what we needed to recharge. It’s cosy and practical rather than flashy, which suits the place. Getting around London was easy with Marble Arch Underground Station only a short walk away. We were also warmly welcomed as soon as we arrived, and check-in was simple. We’d gladly come back and recommend it to anyone after a comfortable stay in a great location.

The staff were kind and helpful, and I felt well looked after. I’d booked shared bathrooms, then paid to upgrade to a twin room with a private bathroom, which was worth it for me because I like having privacy when I shower. The bathroom was spotless, soap and toilet paper were supplied, and towels were changed each day. The room itself was clean and well kept, with a nice view of the street. There was a TV and internet, though I didn’t use either. They topped up the tea, coffee and milk every day, and having a kettle was handy for a morning drink. For the price, I thought it was good value. Just don’t expect a 4 star hotel, but it’s really good for 2 stars. The 24-hour reception meant I could come and go whenever I wanted. The location is right in the middle of things, next to Hyde Park and close to Mayfair, Marylebone, Soho and even Westminster, with lots of attractions within walking distance. Marble Arch also has bus stops and a metro station, and there are cafés, pubs, shops and a Tesco Express around the corner. I’d stay again.

For three nights, this was a budget-friendly stay within walking distance of restaurants, shops and transport, and we had no complaints. We were four people in a large family room during a heat wave. There was no A/C, as you’d expect in an older building, but the two built-in fans and windows that opened helped with airflow. It was warm at night, though not enough to stop us sleeping. I’ve seen other reviews mention the heat, so that was our experience.