The Landmark London

The dinner was a bright spot. Our waiter already knew about my allergies, so I didn't have to explain them, and he was engaging and kind. Hearing about his time working on P&O cruises was lovely. The food was nice, the bed was comfortable, and we both slept well. Breakfast was nice too. We booked the romance package for our wedding anniversary. The reception and winter garden looked stunning with all the flowers, and our interior room was pleasant, with a large bunch of fresh flowers waiting for me. But it was stuffy and felt dusty despite no visible dust, and the bathroom had a strong cleaning-product smell. I have MCAS and don't do well with chemicals or dust, so a sealed room with no air or opening windows quickly gave me a headache and a burning throat. My husband asked to move us to a room with an opening window. We waited a long time for someone to show us the new room, then again for someone to fetch a ladder to open the window. We were also left waiting for the wine and celebration cake we'd been given as we left the first room. It was frustrating and not romantic. At checkout, my husband was overcharged, which brought that frustration back. All in all, a very mixed stay.

We spent a day at The landmark for my fiancee's birthday. The food was amazing, with beautiful dishes, and everyone treated guests with good manners and hospitality. Having worked ten years in a 5 star Hotel, I really appreciated how hard the employees work. A big thank you to all of them. I also had the pleasure of meeting ruziel, the manager. She was professional, helpful and so good with us, an example for everyone in the industry. The landmark is a very good place to stay in the heart of London. Strongly recommend it to anyone wanting to experience a place like this. I hope to see you again when we come back for afternoon tea.

The location is excellent and the interiors are impressive, with the classic British heritage and “old-money” look the hotel presents. But the actual stay fell short of the luxury standard it claims. The spa and swimming pool were closed, and no one disclosed this before we booked. At checkout, tips had been put on my bill without my asking or agreeing. Gratuities should be each guest's choice, and I prefer to give mine directly based on the service. The most troubling part was a late-night business meeting in the lobby with an associate who was also staying there. Front desk staff interrupted us several times, making it clear they wanted us to leave because of the hour. I found that shocking and unacceptable for a hotel that presents itself as luxury and business-friendly. Guests should be able to use a 5-star lobby at reasonable hours, including for professional meetings. The place looks luxurious, but the lack of transparency, way guests were handled and operational conduct undermined the experience. This wasn't what I expected from a true 5-star establishment.

Mădălina turned the stay around for us. She stepped in after a poor reception experience, treated us with kindness and respect, and even left a small apology gift in our room. Thanks to her professionalism, we'd choose the hotel again. It's beautifully maintained, impeccably clean and elegant, and the overall service is outstanding. Our room was eventually ready and we enjoyed our stay. The problem began when we arrived during the Christmas market period. Check-in was meant to be at 3:00 PM, but the room wasn't ready. We only wanted to change quickly and head out. We were told to wait and that we'd get a phone call. The first woman at reception had an unpleasant attitude, and unlike other guests in the same situation, we weren't offered a complimentary drink at the bar. The hotel should improve its room readiness at check-in and pay closer attention to staff behavior. Someone like the first receptionist could cost the hotel future customers.