The Marble Arch Hotel

The facilities were as expected, but the service was terrible. We checked in before noon, left our bags, and went shopping so our executive room would be ready. When we returned at 4:30pm, the room was disappointing. We’d paid for the kids’ special with the tent and bear, but neither was there, so my child missed the surprise we’d arranged. There were no robes or slippers either, despite the room description. The front desk phone didn’t work, so I had to go down and ask in person. They said it would take an hour. We went out for dinner expecting everything to be sorted. The tent and slippers arrived, but still no robe. On another call, they said robes were only available by special request, even though the description mentioned one and we’d already requested it before leaving. It took another 40 minutes and three more calls to get it. The mini fridge was also nearly empty, with just one water, one mini wine, and two beers. Later, looking for water in the executive lounge because the fridge was so bare, I was rudely told we couldn’t take more than two bottles. I’ll look elsewhere next time I’m in London.

A colleague surprised our whole team with breakfast at Thistle Marble Arch today, and we all left happy and satisfied. The fruit selection stood out, tasting as if it had just been picked from the garden. Everything was fresh, full of flavour, and nicely presented. Devika from the breakfast team made it especially memorable. She greeted us with a warm smile, kept an eye on how we were doing, and was friendly, attentive to details, and ready to help. We felt genuinely valued. We thoroughly enjoyed the meal and would recommend Thistle Marble Arch for both its food and service.

Paul Walsh, the head concierge, was excellent when we needed ideas for our three nights and transport back to Southampton. He suggested activities, explained travel options, and quickly found a workaround when there was a payment issue, so we could finish arranging the trip. His expertise and customer service were a real credit to the hotel. It’s also very well placed for public transport and most tourist attractions. We were between cruises on our second UK trip. Check-in was seamless, and getting our room cards went smoothly. The room had a view and afternoon sun, and everything in it was excellent for a hotel of its age. The one problem was the high-sided bath, which made getting in and out to shower difficult. We didn’t order room service, but ate at Archy's Bar and Lounge on the first night. Breakfast was a varied buffet with hot and cold choices, and the wait staff were friendly and accommodating. All in all, a good stay, 8/10.

We had a clean, comfortable room and didn’t run into the thin-wall issue some reviews mention. The location worked really well, with Marble Arch tube station and the park next door, plenty of shops, and Gordon Ramsey’s Hell’s Kitchen a block away. The accommodation was fantastic, and all the staff were helpful. Amanda was especially lovely during breakfast service.