Jumeirah Carlton Tower — Hotel in London

Dear Team,||I hope this message finds you well. I am writing to provide feedback regarding my recent stay at Jumeirah Carlton Tower, from 4th of December 2024 to 11th of December 2024.||While I appreciate the overall hospitality and the services provided by the hotel, I encountered several issues during my stay that I feel should be addressed. It is worth noting that this is my second visit to this hotel, and I did not face these issues during my first stay.||First Issue:|Upon arrival, our reservation was for a “Garden Suite with exclusive access to Cadogan Private Gardens.” However, during check-in, we were informed that our room would have a view of the mentioned garden. Unfortunately, we were assigned a room overlooking neighboring buildings, with the excuse that a room with a garden view was not available at the moment. We immediately notified the front desk about this issue on the first day, but we received no response or change of room.||I would also like to highlight that we repeated this request over the next four days, but we did not receive any feedback. The excuse given was that garden-view rooms were unavailable until two days later, when we personally approached the front desk. They informed us that a room would be available after 5 PM. Additionally, we were told that our booking depended on the availability of garden-view rooms, which are often unavailable. This was not mentioned on the Booking.com app during the reservation process when I made the payment.||Second Issue:|Upon entering the room, we requested for the beds to be separated. When we left the room and returned around 10 PM to rest, we were surprised to find that the beds were not separated. We were extremely tired from traveling and just wanted to sleep. We had to call again to request the separation of the beds.||Third and Major Issue:|I paid the full amount for my stay upon arrival, and when I checked in, I provided my debit card for the payment to be processed at the front desk. The payment was made in full. However, upon checking out on December 11th, the responsible staff member informed me that I owed the cost of the stay again, along with double the amount and service charges, which I was not asked if I wanted to pay. She claimed I had not paid for my stay at check-in. I informed her that I had paid the full amount and showed her a screenshot of the payment from my banking app. I asked her to check with her team at the front desk, as this indicated poor communication and a lack of evidence that I had paid, other than the screenshot from my bank app.||This issue persisted even after I left the hotel and arrived back in the UAE, when I was surprised to find that your team had charged my account for the amount they had asked for upon check-out, making my account go into negative balance. This was despite informing the staff member to confirm with the relevant department to avoid any issues after check-out.||I then contacted Booking.com and requested to speak with the same staff member. I spoke to her on the phone and told her that this mistake was unacceptable. I demanded that my money be refunded within a day, which was done. She claimed she didn’t know where the mistake had occurred, and I was truly frustrated by this, especially as a loyal guest of Jumeirah.||Finally, I would like to highlight that I had to repeatedly request and remind the team about my three issues mentioned above multiple times, which caused a lot of inconvenience and frustration.||I understand that these things can sometimes happen, but I wanted to bring them to your attention in the hope that they can be improved for future guests.||I hope you take my feedback into consideration to enhance the experience for future guests. I would be happy to discuss this matter further if necessary.||Thank you for your attention to this matter, and I look forward to hearing from you soon.||Best...

Dear Team,

I hope this message finds you well. I am writing to provide feedback regarding my recent stay at Jumeirah Carlton Tower, from 4th of December 2024 to 11th of December 2024.

While I appreciate the overall hospitality and the services provided by the hotel, I encountered several issues during my stay that I feel should be addressed. It is worth noting that this is my second visit to this hotel, and I did not face these issues during my first stay.

First Issue: Upon arrival, our reservation was for a “Garden Suite with exclusive access to Cadogan Private Gardens.” However, during check-in, we were informed that our room would have a view of the mentioned garden. Unfortunately, we were assigned a room overlooking neighboring buildings, with the excuse that a room with a garden view was not available at the moment. We immediately notified the front desk about this issue on the first day, but we received no response or change of room.

I would also like to highlight that we repeated this request over the next four days, but we did not receive any feedback. The excuse given was that garden-view rooms were unavailable until two days later, when we personally approached the front desk. They informed us that a room would be available after 5 PM. Additionally, we were told that our booking depended on the availability of garden-view rooms, which are often unavailable. This was not mentioned on the Booking.com app during the reservation process when I made the payment.

Second Issue: Upon entering the room, we requested for the beds to be separated. When we left the room and returned around 10 PM to rest, we were surprised to find that the beds were not separated. We were extremely tired from traveling and just wanted to sleep. We had to call again to request the separation of the beds.

Third and Major Issue: I paid the full amount for my stay upon arrival, and when I checked in, I provided my debit card for the payment to be processed at the front desk. The payment was made in full. However, upon checking out on December 11th, the responsible staff member informed me that I owed the cost of the stay again, along with double the amount and service charges, which I was not asked if I wanted to pay. She claimed I had not paid for my stay at check-in. I informed her that I had paid the full amount and showed her a screenshot of the payment from my banking app. I asked her to check with her team at the front desk, as this indicated poor communication and a lack of evidence that I had paid, other than the screenshot from my bank app.

This issue persisted even after I left the hotel and arrived back in the UAE, when I was surprised to find that your team had charged my account for the amount they had asked for upon check-out, making my account go into negative balance. This was despite informing the staff member to confirm with the relevant department to avoid any issues after check-out.

I then contacted Booking.com and requested to speak with the same staff member. I spoke to her on the phone and told her that this mistake was unacceptable. I demanded that my money be refunded within a day, which was done. She claimed she didn’t know where the mistake had occurred, and I was truly frustrated by this, especially as a loyal guest of Jumeirah.

Finally, I would like to highlight that I had to repeatedly request and remind the team about my three issues mentioned above multiple times, which caused a lot of inconvenience and frustration.

I understand that these things can sometimes happen, but I wanted to bring them to your attention in the hope that they can be improved for future guests.

I hope you take my feedback into consideration to enhance the experience for future guests. I would be happy to discuss this matter further if necessary.

Thank you for your attention to this matter, and I look forward to hearing from you soon.

Best...

Title: Jumeirah Carlton Tower London – A Masterclass in How to Ruin Your Holiday

We booked Jumeirah Carlton Tower thinking it was a five-star luxury hotel. What we got was a nightmare in disguise. Honestly, I’ve stayed in serviced apartments that are a million times better — cleaner, friendlier, more reliable. This place shouldn’t even get one star.

Part One – The “Luxury” Check-In

We booked two suites so our kids could be next to us. Four hours before arrival, they canceled one of the suites to please a “high-profile guest.” Translation: we don’t matter. The receptionist — cold and dismissive — told us: “We can’t do anything for you.” So, three hours in the lobby with kids after a long trip. Luxury? No, humiliation.

Part Two – Room Service, or Comedy Hour

Room service? Oh, they’re FAST… if you’re timing them with a calendar. A single bowl of strawberries? One hour.

My daughter (14 years old, perfectly capable of ordering) called to request plates and cutlery. That’s all. They delivered fries. My husband told the server we didn’t order fries — the guy apologized and took them back. A few minutes later, the phone rang. The “lady” from dining was FURIOUS, insisting our daughter ordered fries. My husband calmly explained: “No, she didn’t. We were right beside her.” Her response? “Don’t let your kids order again.” Imagine that — in a “luxury” hotel, staff yelling at us about our own child. Disrespectful doesn’t even begin to cover it.

Food delivery to your room takes 20–30 minutes MINIMUM. & thats after Delivero delivering !

Part Three – Housekeeping = Zero Effort

Dust everywhere. Surfaces dirty for days. No new mugs, glasses, spoons, tissues, or water unless we begged. Laundry bags tossed on the dining table. Sofa cushions scattered like art installation. Sometimes I felt like I was the housekeeper here, cleaning and rearranging after them.

Part Four – Laundry: The Joke Continues

We gave clothes in the morning. The next day they told us will have them at 7:00 pm!! . When my husband called, the laundry lady snapped: “If you want earlier, pay express.” Sorry? This is the more than 24 hours!. Later, they admitted: “We don’t do laundry here, we send it outside.” What kind of five-star hotel outsources laundry and then delays it this long ? We had to cancel restaurant reservations. In the end, I had to wash clothes myself and dry them with a HAIRDRYER. In a so-called luxury hotel. Ridiculous.

Part Five – Daily power cuts

Electricity shuts down daily. Phones don’t work. No charging, no ironing, no kettle, no AC. Always a 30-minute wait for “repair.” The AC broke twice. Water leaked in my kids’ closet. Honestly, this place belongs on a survival reality show.

Part Six – Restaurant & Staff Attitude

In La Maison Ani, the manager literally walked away mid-conversation while my husband was speaking. If arrogance was a Michelin star, they’d have three.

Part Seven – The Ruined Holiday

We’ve been here 13 days. Not a single day felt like vacation. Instead of relaxing, I cleaned, begged for basic items, fought for laundry, food late, electricity gone, patience tested every single day and complained 100 times a day.

Our kids’ holiday? Destroyed. We even cut our trip short — because staying here is torture.

Even a budget apartment in London will give you a million times better service than this circus. Honestly, even one star is too generous.

Final Verdict: If you want to waste money, ruin your holiday, and go home tired, angry, and regretful — Jumeirah Carlton Tower London is waiting for you....