Residence Inn by Marriott London Tower Bridge — Hotel in London

I had the worst experience with this hotel. They charged my credit card in advance for the stay, which it’s ok since I booked a prepay rate. But for my surprise they charged my credit card the full amount when I checked in. Their system was down when I checked in and they didn’t allow me to go to the room without paying again for something that was already paid. At any decent hotel, you have a list of guests coming in each day and the front desk should have this list printed in case they have any issues with the system. I worked in the hospitality industry for 17 years and every hotel I worked for had the same standard procedure for the front desk! Because I believed that as a Marriott hotel this one would follow the standard procedure as every decent and honest hotel management, I trusted that they would cancel the second charge. But I was so wrong. They charged twice and when I called to let them know and ask for a refund, the guy who answered the phone and identified himself as the supervisor, said that he wasn’t seeing any charges and couldn’t do anything. Even though I told him I had the copy of my credit card statement with both charges and the emails from the hotel confirming both charges. So, be aware when booking your stay here because if you have any issues during your stay, you’ll have to go through a terrible process to get it fixed. Because of their mistake and lack of service on resolving it, I had to contact Marriott corporate and my credit card to get this resolved. No one should have to go through this because of a company's misconduct.

This is my review before realizing I was double charged for my stay: The highlight of this hotel is the location, but that’s pretty much it. Rooms were not clean, floors were sticky and you could see some dirty marks on the floor. The trash cans in the room still had trash from previous guests. They were fully booked (actually overbooked as some guests had to be relocated into other hotels) and there wasn’t any room available for a change. Breakfast was okay as it’s standard for this kind of hotel. The staff was friendly and polite. Room was comfortable. Not sure if I would stay here again. After my terrible experience with them, I won’t EVER stay at a hotel that disrespects their guests like this...

I recently stayed at the Residence Inn at London Tower Bridge and here's my review:

Pros: Wonderful location. Surrounded by many lovely restaurants, cafes and a park. Located near the London Bridge Station which we used often to get around London Delicious English breakfast. Bianca was the highlight of our stay. She made sure our breakfast was special and delicious. Goodies in the lobby such as fresh pastries, tea and water Front desk staff was always available and accommodating. Appreciate them calling a cab for us Quiet, peaceful and felt safe Free washer and dryer to do laundry Great room temperature made it comfortable and cozy We were able to check in early and check out late. REALLY APPRECIATED especially with jet lag

Cons: We had to ask for more towels every day. We often received only one towel, but two of us were staying in the room... Broken shower knob made it hard to control the water temperature. Clicking noise in the pipes woke me up one morning They put us in an accessibility room that we did not request. We asked if we can change our room and they told us no. (They explained since we booked through Expedia this was the room we got. I appreciated that insight to know for future travels!) Poor job with cleaning the room. They kept the same sheets, barely swept the floor and once we took the sheets off to indicate we wanted new sheets we saw a pee stain on the mattress topper They threw out the reusable coffee cup we had in the sink They tested their fire alarms but didn't warn us so we woke up in a panic Water stain on the ceiling from the floor above us

Because of our experience, guest services accommodated me with Marriott points. I shared the room with my friend and asked if they could add points to her account too and they said they couldn’t. What a bummer :/

TLDR: Would I stay here again? No, cleanliness is at the top of my priority list when staying at a hotel. I would stay at another hotel or airbnb in this area. Again, huge thank you to Bianca! She was such a gem to start our...

It's our first time in London, we're looking for a hotel that's in walking distance to all the places we wanted to visit, The Eye of London, The London Bridge, The Big Ben, Buckingham Palace and this Hotel was the best one for us. What we're looking for was a place with good bed and breakfast to sleep after a long day walking, visiting places, and this hotel hit all the requirements. The bed is quite comfortable and cozy, while my wife sleeps, I could go to the TV room to do some work, excellent design. We didn't know about the electrical plug in London was different from European one, so we didn't bring any adapters for our US devices, luckily it has USB ports under the TV for us to charge our phones. It's quite far from the Heathrow Airport, it's a little more than an hour to the hotel because of quite busy local streets. The room design is quite nice, the kitchen or TV room is separate from the bedroom. It does have all the silverware for us to use if needed. Refrigerator is cold, microwave. Although it has all the coffee and tea in the room but the breakfast area down stairs has great coffee all day. The Staff here is extremely helpful, attentive, make you feel welcome at any time, we love it. I has a bottle that I carry around for cold drink, I asked for ICE although it was cold in London. Sometimes I had to wait for the ice machine to make but I did get them from the staff every time. NICE. The included breakfast is excellent, hot food, cold food, juices, milk, pastries, scramble eggs, sausages, hash browns, croissants, bread all types. We loved the breakfast bar. The leftover pastries on the table all day until they're gone. We could have snack when we needed. The hotel is located on a small alley, so Uber or Taxi must park outside on the street. There are quite a few excellent restaurants near by which we can have food any time we want. VN, Japanese, Italian, Thai, V.V... This is the best Hotel we've visited so far, the price is excellent, the service is great and the location is...