The Dixon, Tower Bridge, Autograph Collection — Hotel in London

DO NOT STAY AT THE DIXON! I had the BIGGEST INVASION OF PRIVACY I have EVER experienced at a hotel, much less an Autograph Collection, while staying there from September 16-20.

First, while standing outside of the hotel at 8AM on the morning of 9/18, a biker jumped the curb and robbed me of my phone. I was in London on a business trip so after that occured, I only went from the office to the hotel from that point forward without a phone or way to navigate. I opted for room service for the remainder of my meals.

After that jarring experience, I wanted to be left alone, minimize my interactions with people and chose to use the "Do Not Disturb" sign and the sign indicating I had opted to go green and forego housekeeping service. On the evening of 9/19, around 10:30PM, I was woken by my room phone ringing (it rang twice) but there was no message left. Half awake after this, I heard a soft knock on the door, but with no announcement I assumed it wasn't the hotel staff, and I couldn't tell if it was on my door or a neighboring one. The knocking didn't continue so I went back to attempting to fall back asleep. 10-15 minutes later, another knock on my door and no announcement of staff. After already feeling alert and cautious, I stayed on my bed and peered over to see two sets of feet clearly at my door and the sound of tinkering with my lock and handle. After this persisted and it was clear it wasn't just another guest who had mistaken my room for theirs, I mustered up the courage and opened the door. Imagine my surprise when it's two members of the HOTEL STAFF with the cover of my card reader completely removed attempting to get into my room at 11PM IN THE EVENING!!!!!! They immediately apologized for the "interruption" and said it was policy to "check on guests" after the do not disturb sign had been hanging for 48 hours. Confused, tired and scared, I sent them away. After processing  what had just happened, I felt overwhelmingly violated and found it completely unacceptable to #1. not announce yourself to the guest when "checking" on them, #2, to do so in the middle of the evening, and #3 to enter a room by removing the card reader! I called back down and asked for the manager on duty right away. She explained it was hotel policy, I expressed my anger in how it was handled and said I wanted to talk to the GM the next day. She promised she would make note of it.

The following morning, I was awoken AGAIN despite the "Do Not Disturb" sign (which clearly means nothing at this hotel) and it's a Facilities person saying he was sent to my room to fix the door "I BROKE" and who yet again, DIDN'T ANNOUNCE HIMSELF! After I opened the door, I was irritated and asked for the General Manager. "Not my problem, get him yourself", was his response. Upset, I call down demanding the GM be sent to my room. An HOUR later and the front desk manager and the food and beverage manager show up...not the GM (who they finally claimed was on his "annual leave") and not the interim manager. Instead, my request to file a complaint with someone who can actually see to it that processes are changed, or issues are addressed goes completely unrecognized.

After being so unsatisfied with the customer service the evening of the incident, as well as the following morning, I decided to record the interaction so there was no debate on what actually happened to me while staying at The Dixon! All they did to try to make it better, was offer to extend the late check out I already had. As if I'd choose to stay one minute longer at this dump than absolutely necessary. They didn't offer to review the policy or address training, which doesn't surprise me since this is the worst hospitality I've EVER received at a Marriott. There are so many other ways this could've been accomplished even if this is hotel policy.

AVOID THIS PLACE...

After a 25-year hiatus from London, we stumbled upon this hotel via the Marriott App and booked a four-night stay. What a delightful decision that turned out to be!

Location: Just a 280-meter stroll from the south end of Tower Bridge, this spot is a gem for holidaymakers like us who rely on Uber or enjoy wandering on foot. While the nearest Tube station isn’t right at your doorstep, the area compensates with a vibrant cluster of restaurants, bars, and a handy Sainsbury’s Local, all within a five-minute walk.

Design and Interior: This place feels like a boutique hotel tucked into a classic British building, exuding old-world charm. The rooms boast soaring ceilings and are just the right size for the prime location and price. The stylish interior adds a touch of elegance that elevates the whole experience.

Service: From check-in to check-out, the service was stellar. Whether at the front desk, bar, or restaurant, the staff greeted us warmly and went out of their way to assist—a true hallmark of hospitality.

Breakfast: The breakfast here is fantastic—international travelers won’t need to search elsewhere for a classic English breakfast. This hotel serves an excellent one, alongside a wide variety of other delicious options to suit every taste.

Areas for Improvement: We were surprised to spot a flat popsicle stick with a chocolate stain lying in the passageway on the carpet to our room. It stayed there from check-in to check-out, untouched for our entire four-night, five-day stay. For a Marriott-branded hotel, this oversight was glaringly obvious and disappointing.

The shower’s water pressure was a bit weak, which was a letdown when you’re hoping to rinse away the day’s fatigue after exploring London.

A stunning geometric chandelier graces the ceiling, adorned with 15 LED light bulbs—though, to our dismay, two have been out since we checked in. Given that this is a Marriott hotel, I’d expect the issue to be resolved after the last guest’s departure. The staff who prepared the room should have noticed it and promptly reported it to an electrician.

As platinum members, we were graciously offered a late 4 p.m. check-out. Out of courtesy, we stored our luggages with the concierge in the morning before heading to the British Museum, planning to notify the hotel if we couldn’t return by 4 p.m. to clear the room. However, when we returned around 3:30 p.m., we found our room already cleaned with two staff members inside. I remarked, “We have a 4 p.m. late check-out.” One of the staff stepped out and replied, “But there’s no luggage in the room.”

Since when does a hotel determine a guest’s check-out based on the presence of luggage? The hotel should confirm with guests before clearing a room prior to the agreed check-out time.

Overall: Despite these hiccups, our stay was thoroughly enjoyable, and we’d happily recommend The Dixon to friends...

Previously stayed here in 2022 and had an absolutely wonderful stay in the Presidential Suite so chose to rebook here on my most recent trip. However, this latest experience was less than satisfactory and I would not choose to stay here again. Firstly, despite being well into winter, the hotel is not equipped to keep guests comfortable during the cold months. There appears to be no heating function as anytime you switch to the heat setting it automatically reverts to the cold setting. The temperature does not go above 26C on cold setting, leaving you absolutely freezing. It is quite literally warmer in the hallways than in the room, a very perspective temperature difference can be felt when stepping in/out of the room. With inadequate heating, you would assume alternatives like blankets or winter duvets would be provided - however, this is not the case. Beds are made with a single sheet and a paper thing summer cover, once again providing no warmth whatsoever and leaving us to have to sleep in multiple layers including our outside winter jackets. As for the service, that too has slipped considerably as we were made to feel very unwelcome during our breakfast. The male waiter that served us was rude and spoke down to us at every interaction, acting as he was doing us a favor. He only attended to us when he was required to bring something to the table and each time we had to seek him out to order anything. He did not greet us on entry or exit and expressed no level of service whatsoever, never once checking on us. This was in stark contrast to his treatment of other guests that we observed. The only difference was that we were the only people of color which he seemed to take issue with. Even the restaurant manager called on us more times than he did. The female waitress that helped us out at the end when it was clear we had been abandoned by him and waiting around aimlessly for our check was the only saving grace of the experience and we are thankful for her help. This complete lack of service and disrespectful treatment from the waiter at what purports to be a high end hotel in one of the most diverse cities in the world is completely unacceptable. The one other standout of the hotel is Mahek at the front desk, who provided excellent service with a warm and...