London Marriott Hotel Grosvenor Square — Hotel in London

Let me start by saying that if you’re staying in Mayfair, you’re probably doing better than the majority of the world. That said, these reviews are designed to help others decide where they want to invest their time and finances, so I feel it’s best to be candid. Firstly, if you thrive in a rainforest or jungle-like climate, you will be thrilled with the temperature of your room, the hallways and the lobby (there is one exception which I’ll share in a second). It’s the beginning of May and unseasonably warm, but I suppose I thought air conditioning was included in the cost of the room. I’m sure that’s very American of me so please accept my apologies (we have so much to apologize for but that’s another discussion ENTIRELY). The good news is that if it’s 80 degrees F outside, your 76 degree room will feel pretty good! Secondly, the room we were in was designated Superior. I believe the proper translation is SMALL (tiny really). If traveling with a spouse, make sure you’re on solid ground in the relationship before you try to navigate the closet and bathroom space. Thirdly, housekeeping is fabulous…if you get it. On the second day of our 6 night stay, they stopped cleaning our room as a normal course of business and we had to rely on phoning down to get service (this is after 4 p.m. so not as though we weren’t giving enough time). Not really a big deal until it happened again the next day after the hotel’s offer to come at a specific time. Make no mistake, housekeeping is HUSTLING. I get the sense that this is more of a communication and management problem, but who knows? I feel like a real arse for having to ask for things that I thought would be part of the hospitality program, but in a room that small with a thimble sized trash can, there are only so many places you can stuff dirty towels and rubbish. Lastly, if you think your platinum status is worth anything here, it’s not really. The ONLY good thing about platinum is you get access to the lounge which is where they hide all of the air conditioning. But the best thing about the lounge is the wonderful people staffing it! They are so kind and attentive. They should be giving classes on hospitality because it’s one of the occasions where you see this hotel do things right in terms of service (excluding the food and wine options which they don’t control; they are fine, but not great; I mean, it’s “free,” right?). In closing, I’d say unless you have a conference here and the company is picking up the tab, look for other lodging. The designation of five-star is an enormous stretch, especially with Claridge’s less than five minutes walk (if you have the means, STAY THERE, if only for a night; I’ve never experienced better service in my entire life and you will feel like royalty which, of course comes with a cost). Nonetheless, we are Marriott loyalists. Take this with a grain of salt and best wishes on your...

This hotel is located in a very vibrant area of Mayfair. Upon check-in, I was surprised to be given room 115.

I had specifically requested a higher floor away from the elevator, yet the first room assigned to us was on the 1st floor next to the elevator. We did not check into that room and reminded them of our request.

The replacement room (403) was decent, aside from the strong smell of food/fryer oil in the hallways (mentioned in prior reviews). As the smell did not encroach our room, we stayed. Sophia was kind enough to welcome us with a nice note and bottle of wine/chocolate.

Unfortunately, on the second morning, we awoke to an incredible amount of cigarette smoke in our room. Neither one of us are smokers, so it was very disturbing. We called the front desk and after investigating (a manager came to our room to smell the smoke), they changed our room.

The replacement room (437) was, unfortunately, much smaller and also located next to service room/closet. We heard doors opening/shutting, items being moved about, and loud voices constantly throughout the day. After two nights and no cessation in the noise, we requested a room change.

They moved us back to the same wing as our first room, in a mid-sized room (401). While quiet, we were once again subjected to cigarette smoke. Early mornings and evenings were the smokiest times, but the scent never completely left the room. Leaving the window open (the smoke was not coming from outside) and a scented candle burning in our room did nothing to improve the experience.

Between being accosted by noise & smoke, our entire stay was simply an unhappy one. The staff were very apologetic, unfortunately, they could not control other guests’ inappropriate behavior (this is a completely non-smoking hotel) nor could they re-engineer the faulty ventilation system of the hotel. They offered yet another room change, however, as we kept getting worse and worse accommodations, we decided to just stay put for our last few nights. We were simply tired of moving - this is not how we envisioned our holiday.

One of the reasons we stayed at this property for the entire 8 days of our trip was the concept of having to unpack once and pack up once. That obviously did not happen and we left London with very unwelcome souvenirs- sinus and allergy flare-ups due to the incessant smoke in our rooms.

Despite its great location, we would not return here nor recommend it to others at this time. We do have to note that all the staff we encountered at this hotel were kind and sympathetic, however, none of them were able to turn this unfortunate...

I love the location of the hotel, it is convenient for me specially it is close to shopping and resturants area. But from my previous experiance the furniture of the hotel is old and when I heard that it has been renovated I didint hasitate to book again and stay in this hotel. From the Bonvoy app I saw that the Executavie room (33 sqm) is the room that associated with the picture of the renovated room so I booked it. In the check in day (6 sep 2019) I was surpriesd that I have given an old room and when I complained to the front desk (I think his name is Brouno) he told me there is no new rooms avalibale, and I express that I booked this room based on the picture associated with it! Another lady from frontdesk approched and whisper to him and I was under impression that she is trying to help, but unfortunately she point that the website mentioned that the picture of the room not necessarily are the same! I said that I booked from the app and it wasn’t mention that. They call the manager that day (6 sep 2019 and it was 9 pm) he mention the same point about the picture, then I request upgrade as a gold member I’m eligible for the upgrade and he said no suites avalibale! And what he can offer is a smaller room in the lower category with newly renovated as a downgrade!!! I told him I agree if you will refound my money and he refuse!! Then I reject and when I insist to find a better sultion he said there one room like the one I booked (Executavie room-33 sqm) that he will hand it over to me and the person who booked it he will be upgraded to suite!! Where he told me earlier there is no suites avalibale and new room avalibale?! I agreed at the end. This was one of my baddest experiance in checking in in marriott hotels there was no honesty no respect and first time ever that I’ve been offered for downgrade! And to be lied to that there were no suites avalibale and then cover his tracks by suddenly there was a room avalible and he will move someone else to suite while there was no avalibilaty earlier this was realy disrespectful. One last thing I was staying in room 242 and the wifi coverage was poor, and I was using my mobile data during my stay in tghus hotel. I hope the managment will take action and satisfy me with appropriate compensation as there was no respect no honesty and no apologies from the hotel staff...