JW Marriott Grosvenor House London — Hotel in London

It was my favorite hotel but not anymore best location and memories 💔|Best afternoon and lobby team ||Unfortunately, I faced one of the worst experiences I have ever had in a Marriott property. A staff member named Lauren repeatedly ignored my simple question about my food order, then called my room, shouted at me with insults, and spoke in a threatening and humiliating manner.||When I asked for management support, Guest Relations (Victoria) kept telling me there was no manager available. From 3:15 pm until the evening, not a single manager neither the Duty Manager nor the General Manager came to see me or even acknowledge my complaint. I was completely ignored by management.||On top of this, my food order was left downstairs for almost an hour until it became cold, and I was forced to order again. Staff also tried to justify this by mentioning an old “Covid rule” that is no longer valid, instead of respecting that sometimes guests cannot go downstairs to collect their orders.||All other staff in the hotel, from the doormen to housekeeping and room service, were polite and respectful. But this one employee’s behavior was shocking, unacceptable, and a complete disgrace to the Grosvenor House. The lack of accountability from management made the insult even worse.||I truly hope Marriott takes this matter seriously, because no guest should ever experience this kind of treatment.|Unfortunately, there was even a mouse in the lobby, which was very disappointing|. I have been staying at Grosvenor House for many years, but unfortunately this stay was one of the most disappointing.||The hotel does not provide packing or unpacking service unless you pay £50, and even food orders or small items are never delivered to the room. Management shows no real care for guests, and the General Manager does not bother to engage or resolve problems.||Some departments, however, are excellent. The doormen are outstanding, polite, and extremely professional, especially Nick who deserves a promotion for his hospitality and kindness. Guest Relations staff are also friendly and tried their best.||On the other hand, the reception is weak at night the front desk is often empty, and service is slow. The concierge is also not impressive. Room service is better, especially one older gentleman who has been working nights for years he is always kind, reliable, and helpful along with his team. Housekeeping in the evenings, however, does not clean properly.||Overall, while many individual staff members are kind and professional, the higher management’s attitude and policies such as no room delivery, charging £50 for packing, ignoring guest complaints, and poor housekeeping have really damaged the reputation of this hotel.|Unfortunately, there was even a mouse in the lobby, which was very disappointing|The Lobby Manager is experienced, excellent, kind, friendly, and professional, and all the lobby staff are highly respectful and...

Unfortunately, I faced one of the worst experiences I have ever had in a Marriott property. A staff member named Lauren repeatedly ignored my simple question about my food order, then called my room, shouted at me with insults, and spoke in a threatening and humiliating manner.

When I asked for management support, Guest Relations (Victoria) kept telling me there was no manager available. From 3:15 pm until the evening, not a single manager neither the Duty Manager nor the General Manager came to see me or even acknowledge my complaint. I was completely ignored by management.

On top of this, my food order was left downstairs for almost an hour until it became cold, and I was forced to order again. Staff also tried to justify this by mentioning an old “Covid rule” that is no longer valid, instead of respecting that sometimes guests cannot go downstairs to collect their orders.

All other staff in the hotel, from the doormen to housekeeping and room service, were polite and respectful. But this one employee’s behavior was shocking, unacceptable, and a complete disgrace to the Grosvenor House. The lack of accountability from management made the insult even worse.

I truly hope Marriott takes this matter seriously, because no guest should ever experience this kind of treatment. Unfortunately, there was even a mouse in the lobby, which was very disappointing . I have been staying at Grosvenor House for many years, but unfortunately this stay was one of the most disappointing.

The hotel does not provide packing or unpacking service unless you pay £50, and even food orders or small items are never delivered to the room. Management shows no real care for guests, and the General Manager does not bother to engage or resolve problems.

Some departments, however, are excellent. The doormen are outstanding, polite, and extremely professional, especially Nick who deserves a promotion for his hospitality and kindness. Guest Relations staff are also friendly and tried their best.

On the other hand, the reception is weak at night the front desk is often empty, and service is slow. The concierge is also not impressive. Room service is better, especially one older gentleman who has been working nights for years he is always kind, reliable, and helpful along with his team. Housekeeping in the evenings, however, does not clean properly.

Overall, while many individual staff members are kind and professional, the higher management’s attitude and policies such as no room delivery, charging £50 for packing, ignoring guest complaints, and poor housekeeping have really damaged the reputation of this hotel. Unfortunately, there was even a mouse in the lobby, which was very disappointing The Lobby Manager is experienced, excellent, kind, friendly, and professional, and all the lobby staff are highly respectful and...

This establishment deserves 10 stars!!!! My husband and I travels extensively. And we are loyal to Starwood properties which is now Marriott. This was our first trip to London to celebrate my 60th birthday and our anniversary with our children for total of 9 days. My husband’s reservation experience was not the best. Due to my husband’s status with the company, upgrading request has seldom been denied. We requested a suite with connecting room since we have our adult children with us for the convenience. Not only were we denied but the response time was not satisfactory. We thought about changing our stay at another hotel but it was too late. We checked in and the front desk manger did tried to accommodate our upgrade request but none was available. But the story doesn’t end there.

Ania - With my husband’s status we have to access to the lounge for breakfast, afternoon tea and dinner. Our first morning breakfast, we met Ania (beverage and food manager) she approached us with the most welcoming smile and asked she can get anything other than what was available at the lounge, my husband asked for hash brown and within minutes Ania had them at our table. And from day one, Ania and her crew ( Abdul, Chung, Rebecca and Eloise) make sure that my husband had his hash browns ready every morning. We were suppose to have afternoon tea at the Lounge one day and missed the time, Ania had Rebecca served us when we arrived at 6pm. Ania never short of surprising and showered us with beautiful, thoughtful and meticulous treats delivered to our room just about everyday. Ania’s dedication to the guests is UNMATCHED!!! This isn’t just a job for her, this is family. As she stated “this is how she welcomes guests to her home”.

Mohammed - concierge desk, there were a few we have interacted with and they were all extremely helpful and superb, but I had the most interactions with Mohammed. He was funny, helpful and patient with my questions.

Nick/story teller/ doorman- he is the best story teller, he had a funny story to tell us every time while waiting for a taxi. We have never had such experience with a doorman. We were absolutely delighted with his stories and his kind and sweet personality. We returned to the hotel one day after dealing with bad weather, our children had a beautiful treat waiting for them in their room. We have NEVER experienced This level of thoughtfulness anywhere else.

These amazing teams are all about making MEMORIES!!! This experience at this establishment is beyond words. Our sincere gratitude and thanks to EVERYONE. You have made my 60th birthday and our anniversary a landmark of memories. Those I have mentioned are only the few. Everyone we have encountered always greeted us with the warmest and most sincere...