Radisson Blu Hotel, London Marble Arch — Hotel in London

So this is going to be a long story.

I had booked a trip to London with my daughter (12yo) from the 23rd - 26th of June.

It was a long day, we'd left at 14:00 and when we arrived at the hotel that I booked, it was almost midnight.

This hotel was the Radisson Blu Edwardian BERKSHIRE hotel (so not the SUSSEX). When I arrived they could not find my reservation, the intern asked his colleague. She could not find our reservation as well. The customer service was, to say the least, really really awful. She said it was not her problem that they didn't had the booking, and that I might have booked with a fraudulent company (I arrived there with a ticket booked together with the room, so at least something went right).

Mind you it was midnight and I had my daughters of 12 yo with me. The only right thing this person did was contact Radisson SUSSEX hotel, 10 minutes walking distance, and although I was quite angry about how she handled the situation, I had no choice but to go to the other hotel, because she said they were full (they were not). She did not ask for my details to get into contact with me the next day, to sort out what happened, she was happy to be rid of me.

So then Radisson SUSSEX hotel was saddled up with me, my daughter and this situation I was in. I had booked AND paid, but there was no room and now I was their problem.

At the desk I found Alexander, he is a gem. He asked all the right questions. Alexander told me not to worry, that he was going to sort it out and that we could have a good night's sleep for now.

That was all I needed to hear. The next morning I made an effort to sort everything out with lastminute.com (where I had booked),  and they admitted that the booking had gone wrong. They would refund the hotel costs to me.

I immediately informed SUSSEX about what Lastminute.com told me the lady knew about my story and she was going to discuss this with the FO Manger.

Mr. Lalmi, the FO manager, called me a little later, he apologised for the treatment of the other hotel and told me that they were going to sort it out. I told him that I totally understood that I was becoming their problem, and that I was willing to pay extra (because I was so impressed how they took care of us).

Long story short: Mr.  Lalmi told me, when I left, that I didn’t have to pay extra.

Here I was with my daughter, not being their problem and all they did was solve this issue for me and I didn't even have to pay extra, it brought tears to my eyes. Thank you Mr. Lami and Alexander! I have no words.

But besides their incredible friendly staff (you are not a number here!), the room was perfect for the two of us, the shower was the best and the room was fresh and clean, every day. There is complementary water and a coffee machine.

The location is amazing and if you need to choose between the Sussex or the Berkshire (both Radisson): PICK THE SUSSEX, they treat you as their most important guest and the location is great!

I have traveled many times in my days, but the extent of customer service the Sussex gave me, was unimaginable!

Thank you for the wonderful stay, we definitely...

Our party consisted of two couples. We arrived earlier than check in, however the two female receptionists were very welcoming and polite, and checked to see if our rooms were ready. One out of the two were, therefore we left our bags in this room and headed out. |The hotel is located literally around the corner from Oxford Street and around a 6-7 minute walk to Mayfair. The tube station is around 3-4 minutes walk. Hyde Park and the Marble Arch are around a 6 minute walk too, so very conveniently located.|We came back to the hotel to change and get ready for our evening. Myself and husband checked in at this point and were given a lovely large room at the front of the hotel, with two Juliet balconies, a bath with shower over, plus a lovely size bed and two additional sofa/arm chairs, television, desk and plenty of plug sockets. I have to say after seeing our friends room and ours I was pleased we had ours, as theirs was a lot smaller, very compact with a view of a walled courtyard which looked a little abandoned. The rooms were very clean, plenty of towels etc.|We were all give a £10 drinks voucher, which we used in the bar before heading out to dinner. The barman was very chatty and attentive.|I was up very early the next day and managed to find the gym located in the basement which I could only access via the lift. The gym is usable however very small if you want to do floor work with weights there was not a lot of room for this. There is one treadmill, one spin bike and one elliptical machine. There are a selection of dumbbells, some towels and bottles of water on the side. I would say if you had multiple people in here, this would fill up very quickly. Fortunately I had the place to myself the time I was in there.|There are mints in reception as well as a water fermented with fruit and mint for you to help yourself too.|If I came to this part of London again I would be happy to stay in the hotel given the price we paid and the location.|Thank you to...

Subject: Urgent Complaint & Refund Request – Radisson Blu Marble Arch

Dear Management,

I am extremely disappointed with the unacceptable treatment I received during my recent stay at Radisson Blu Marble Arch, London.

I stayed with my family and children, and we were placed on the 4th floor while the elevator was not working. As a 47-year-old man weighing 110kg, this caused me severe hardship, stress, and discomfort every single day. This is not only poor service but also a serious health and safety issue.

To resolve this matter, I contacted Booking.com and requested a refund, asking them to deduct the cost of one night only and return the remaining amount for the two rooms back to my card. However, Booking.com informed me that your hotel has been refusing to cooperate or respond, which is unacceptable and damaging to the reputation of Radisson Blu worldwide.

Additionally, I personally made multiple phone calls to your hotel and was left on hold for over 30 minutes, wasting my time and causing unnecessary frustration. I also had to make international calls to Booking.com from my own phone, further adding to my expenses – all because your hotel is failing to take responsibility for its mistake.

I will be attaching a photo as evidence to this email showing the broken elevator.

This entire situation is outrageous, and I demand that you immediately process the refund of the remaining nights back to my card. I urgently need this refund to cover my expenses during my holiday. If I do not receive a resolution within 5 business days, I will escalate this case to Radisson Blu corporate headquarters, consumer protection authorities, and make my negative experience public.

Your hotel’s lack of accountability is unacceptable, and I expect this matter to be resolved without...