Doubletree by Hilton London - Marble Arch

All the staff were kind, welcoming, and always smiling, which made our stay very pleasant. I did notice that luggage is carried by hand on the stairs. From a considerate, human point of view, some equipment or assistance could make moving it through those areas easier and more practical for the staff. Just a suggestion. Thank you for the great hospitality.

On 3 February, between about 1:00 and 1:22 PM, I had a very concerning experience at DoubleTree by Hilton Marble Arch. I called from my room to ask for help. A staff member abruptly ended one call while I was speaking, and then I tried more than 15 times without getting an answer. When someone eventually picked up, the call was cut off again while I was talking. That happened twice in total. The tone and handling felt rude, dismissive, and condescending, and it was completely unprofessional. I went to reception and asked Vanshika for the name of the colleague I'd spoken with so I could report the matter properly. She refused to give me the name. I have video showing my repeated calls from the room and can share it with hotel management if needed. I strongly ask management to check the switchboard and room phone logs for that time and investigate. As a paying guest, I expect basic support, clear communication, and professional conduct.

I got out after one night, and the no-show fee cost the hotel over $1k. They didn't seem to care. I wish I'd read the reviews before booking, because what people said was accurate: rude manager, small and noisy rooms, and they charged me a no-show fee when I arrived because my flight was late. These people are scammers, and the staff were so unprofessional. Stay far away, or book at your own risk.

I paid £199, but the rooms I was given were nowhere near what I'd expect from a 4-star hotel or that price. My first room, on the ground floor, had damp, marked walls and a black, dirty carpet. I asked to change rooms. The second one had similar problems, including a black, stained floor and a fully covered window that left the room dark with no outside view. After I complained again, I was moved to Room 424. It was slightly better, but the lights didn't work properly and the carpet was still heavily stained and unhygienic. The accommodation quality was far below what a 4-star DoubleTree should provide. Under the Consumer Rights Act 2015, services should be delivered with reasonable care and skill, and accommodation should be as described, fit for purpose, and of satisfactory quality. The rooms I was given clearly did not meet those standards. Reception staff were dismissive and acted as if my concerns weren't valid. I made several complaints, but no effective resolution or refund was offered. The conditions were unacceptable and caused distress. I formally request a full refund of £199 for my stay. I don't wish to remain in a room in such poor, unsanitary condition.