The Cumberland London

The trouble started with dinner. The restaurant wasn't open for an evening meal, so the only option was the tapas bar, where the food was poor and overpriced. They add an “optional” service charge that doesn't feel optional. My employer had paid for breakfast and dinner, but there was a problem with dinner. Staff directed me to eat at the tapas bar, then told me to pay after I finished. When I said dinner was included in my room, they insisted it wasn't and made me feel like a criminal trying to avoid the bill. I stayed at The Cumberland years ago with my mother, and this hotel has gone downhill. Awful experience. Never again.

Marwa was especially kind and helpful, and thanks as well to the Algerian gentleman by the trolley area. The hotel is handy for lots of popular places and the rooms were clean and decent. A standard room may feel a little tight, so I’d pick the mid-tier option next time. It’s more comfortable and still reasonably priced.

We were left really disappointed by how this was handled. While traveling around Europe for a month, I was juggling plans and mistakenly booked February 13 to 15 instead of March. I mixed up the months because they have the same number of days. I only realized the mistake on February 16, and felt overwhelmed and upset. My partner and I contacted the hotel, but they said they couldn’t help because I hadn’t booked directly with them. I wasn’t expecting all my money back, just some understanding or support. Losing more than $500 AUD on a room I couldn’t use was frustrating enough, and the hotel offered no solution or consideration when we spoke. A truly disappointing experience.

Jack at The Cumberland Hotel in London made a real difference when we were getting ready to leave. He helped with our luggage, weighed everything carefully, and checked that all the bags were in order. He was patient and kind throughout, and went well beyond what we expected. Thanks for the lovely hospitality, Jack.