The Dixon, Autograph Collection

I had a great two-night work stay. The room was quiet and clean, and the staff were friendly. The building is from 1905, but inside it has modern, artistic decor. The facilities were excellent, and I especially liked the bathrobe and body lotion. I'd definitely come back.

We’re already booked to come back, and I expect to use this hotel for future London trips too. Our room on the fifth floor was bright and spotless, and the bar and reception have a lovely, luxurious feel. The location is handy, close to London Bridge station and only a five-minute walk from Tower Bridge. Tamang checked us in and was so helpful, always smiling and ready to do more for us.

The location was ideal, with attractions close by but a quiet setting at night. The attached cafe was cute and served excellent coffee. Downstairs, though, the restaurant and bar had limited food choices, and breakfast options were limited too. The lobby looks stunning. We were there during a particularly hot week, and the room got very warm because the AC wasn't adequate. Staff offered a portable cooler, but it barely helped.

The Dixon’s response to our family’s situation was heartbreaking. My mother was diagnosed with Stage IV lung cancer and hospitalized before our London trip. Her doctors said she couldn't fly, so we told our travel advisor right away. They informed The Dixon about two weeks before our planned arrival, and we provided medical documents. Every other company involved showed compassion and basic decency. The Dixon refused both a refund and any credit for a future stay, despite knowing what had happened. Fernanda Gomes and Tom McMillan handled the complaint and had a chance to do the right thing, but didn't. For us, this was never just about the money. It was about how a company treats people facing a devastating, unexpected crisis. The Dixon chose policy and inflexibility over compassion and common sense, and showed indifference when our family was dealing with a Stage IV diagnosis. I won't stay at The Dixon again or book with Marriott. When a company shows you who it is at one of the hardest times in your family's life, believe it.