JW Marriott Grosvenor House London

I booked a deluxe guest room with a queen bed through a corporate group booking, but the room I was assigned looked nothing like the one on the website and was much smaller. The front desk said rooms varied but should be roughly similar in size, which felt dismissive. After a lot of persuading, they let me change rooms. I later saw that my colleagues' rooms were 50 to 100% bigger than the first room I got. Even after the move, staff stayed defensive and insisted they hadn’t made a mistake. In response to the hotel's reply, the photo I shared shows that the first room wasn’t anything like the “standard” 25sqm they mentioned. That was the same response they gave when I first raised the issue, brushing me aside. I added a third photo of the room I was moved to to show the difference. My colleagues’ rooms were still 50-100% bigger than my original one. It’s inappropriate to suggest I should book a bigger room when the one assigned to me was nowhere near the size shown on the website. This will be my last response. I don’t see a point in continuing when they keep replying so defensively.

The staff were consistently welcoming and professional, and their warm, attentive service made it easy to relax and enjoy my stay. The calm, elegant atmosphere and the care in every detail made me feel looked after. My first stay at JW Marriott Grosvenor House was one of the highlights of my London trip and genuinely exceeded my expectations. Grosvenor House is now my preferred hotel when I visit London. I look forward to coming back, and would be delighted if an upgrade were possible on a future stay.

The staff gave us a coffee table book about the hotel’s history when we arrived, after I’d only mentioned in passing that I was interested in it. That kind of thoughtful service says a lot about the people who run and care for this place. The rooms were beautiful and very clean, and the hotel faces Hyde Park, within walking distance of major attractions. I’ll return as soon as I can.

The Magic Faraway Tree afternoon tea was a lovely way to celebrate my daughter’s 15th birthday. The whimsical décor and the cakes inspired by Enid Blyton’s story made it feel enchanting, and they were beautifully made and delicious. A pianist played Christmas melodies, adding a festive feel to the occasion. We had an elegant table by the window, and the service was attentive, courteous, and genuinely kind. At the end, they brought out a special birthday cake, which delighted my daughter. It’s a celebration she’ll cherish for years.