JW 메리어트 그로스베너 하우스 런던

Very very bad customer service and zero service recovery. Won’t ever stay here again

The booking and check in process were disappointing. Our fully paid for room was cancelled hours before we arrived and it took them close to 2 hours to give us a room - 2 hours after the check in time of 3 pm The TV and phone in the room didn’t work

The rooms were more than nice. Staff was the best I've ever encountered at a hotel. JW Marriot never disappoints.

Really liked atmosphere, history and decor. Breakfast and service excellent. Slow response to request to help with TV problems from concierge, so much so that we cancelled the request as we couldn’t relax whilst waiting.

We have stopped so many times, however recently things have been far less pleasurable. At Christmas, front of house service was poor. This time we were let down by a ‘policy’ (I quote the hotel) whereby if you have incurred cost over night in excess of your deposit you are barred from returning to your room when you temporarily leave the next morning for breakfast. We went for breakfast with our 5 week old baby and were locked out our room on return leaving us unable to access our child’s milk/bottles etc. Usually, you would expect a helpful response - a message on the tv perhaps asking to settle up the £99, or a nice call, however the exceptionally smug and unhelpful ‘front desk manager’ made sure his feelings were known. Having spent so much time here over the years, recent experiences with the front desk management have been poor. If you genuinely want a repeat business experience I would advise caution.

It was a pleasure to stay at this property with very helpful staff.

Check in took to long , asked for a twin room when booked and said it at check in , double bed in room . 3 times of asking the bed was eventually split in 2 . Wanted a coffee after a show we had been to was made to feel we were a bit of an inconvenience

Great hotel.

Very dull room, with old fashioned furnishings feeling more like 3 or 4 star. Hard bed, cold marble floor in bathroom (no underfloor heating) towels covered heated towel rail so essentially bathroom not heated. Couldn’t connect tv/device. On the plus side, fabulous breakfast.

We booked the hotel 4 months in advance as we have a small child so we booked a 50m2 room upon arrival we was allocated a smaller room than we booked and paid for back in August the room had a service elevator taking up half of it making the whole experience not as we booked.

Loved the hotel. Breakfast wasn’t much choice though

The atmosphere is one of warmth and harmony.

I loved my stay in the hospital. Very pleasant. The staff was very attentive. Excellent facilities. The room was spacious, comfortable, clean, way more than I would expect for a 5-star hotel. Will definitely go there again.

Wonderful stay. The staff was very professional, kind and thoughtful. Service was amazing.

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Internet service went out just before the zoom meeting and it caused quite a trouble

Hotel bem localizado, porém, o ar condicionado do quarto era extremamente barulhento e a limpeza pecou um pouco.

The check in process took quite a while and the poor gentleman did not explain why. He just kept disappearing. Breakfast in the room was awful. There is no other way to describe it and we paid £100 for it on top of the £700 + room fee. The room is corporate comfortable, not particularly stylish for the 5 stars but also understand the conference facilities make it corporate The young lady that left the breakfast giggled as she was in the room walking away toward the door. It made us feel very uncomfortable. We would not stay here again. It was not worth the money and the service was poor. The hotel was convenient but given that the hotel awards were taking place you would have expected better management of hoteliers and restauranteurs. The lady checking us out was lovely and much more efficient and warm.

Good hotel on the skirt of Mayfair, require a bit of walking to the center of the action.

Facility is aged and drainage very easy to get clogged. When dialing front desk for service help, either no answer, or respond very slowly. It is very noisy even after midnight, loud music playing and yelling by guests.