Marriott Hotel London Marble Arch

The rooms were spacious and it was a pleasant stay. Staff were friendly, though not everyone. Charging for an umbrella felt a bit petty, especially for what I paid for seven nights. It's the sort of charge I'd expect from a 2- or 3-star hotel, and waiving it would have been a nice gesture.

For the price, I was satisfied. Reception staff were friendly and the bed was comfortable. Parking is a big bonus in central London, and the hotel sits back from the main road, so the noise isn't too bad. The walls are thin, though, and you can hear a lot. The bathroom was tiny. I'm on the thinner side and still struggled to fit in the bath and shower.

The convenient location is the only reason I'd stayed at this Marriott five times before, despite the neighbourhood not being the greatest. This visit pushed me to leave. I had to wait more than three hours for my room despite Ambassador status. At 4:30, reception denied responsibility and kept making excuses with an attitude, saying check-in was at 3 p.m. The hotel is undergoing much-needed renovations, but they were noisy, and the lobby looked extremely dated and poorly maintained. The rooms are a good size for London and the price is tempting, but if you can, choose Sheraton on Park Lane instead. At a similar price, it is much better for service, politeness, elegance, food and rooms. After a lot of frustration, I contacted corporate, cancelled and moved to another hotel. Only then did reception try to meet my needs, press me for a reason, and offer a manager. I stood by the cancellation and said the reception staff attitude was the main reason. She vehemently defended it, which only confirmed my decision. I was ecstatic with my choice after moving to another Marriott property. They kept asking why I'd cancelled. In the words of Winston Churchill, never, never, never again.

The team were friendly and helpful, and I appreciated being recognised for my Marriott status. Breakfast and the evening hors d’oeuvres had a wide choice, with attentive servers. My daughter and I had a lovely stay, and the location was excellent for walking to Hyde Park and the Tube. We'd definitely stay again.