The Landmark London — Hotel in London

The start of our stay was excellent but, unfortunately, issues arose progressively and were not addressed satisfactorily.

Upon arrival, our room was available early and this was much appreciated. The room did include the toddler bed that we had requested and the bed was of high quality and our child slept well in it. With an additional bed having been requested, it was odd to find that insufficient towels had been provided. I would expect that a service team at 5 star hotel would deduce that more would be needed. Nonetheless, upon request the towels were delivered quickly.

We requested firm pillows be delivered to the room as the ones provided were too soft for our preferences. We waited long time before giving up and heading for dinner at the Winter Garden. We left our toddler sleeping in the room cot, monitoring with our travel baby camera. Before we left, we activated the do-not-disturb light to prevent anyone entering the room in our absence.

After an excellent dinner and service at the Winter Garden, we returned to the room to find the requested pillows placed on our bed. Hotel staff had entered our room despite the do-not-disturb being displayed. This is not acceptable. We raised this with the reception team the next morning and was assured that this would be investigated and I would be contacted to provide an explanation ASAP. No update came and so upon our return to the hotel in the evening, no one on the reception desk was aware of the issue and I had to explain the issue again. I was not given a satisfactory response, which amounted to 'we will ignore the do-not-disturb if we think it appropriate'.

To compound my frustration, when returning to the room, the room service had not been completed by 5.30pm. Aside from the fact that servicing a room so late in the day is remarkably poor for a hotel of this calibre, I would expect the service team to recognise that were traveling with a toddler and we'd need to put them to bed at an early hour. Such little consideration for our requirements is not what we expected. And so we did not benefit from a cleaned or serviced room once during our stay. Highly disappointing.

Once we had put our child to bed, we sought to have a casual dinner in the hotel before an early departure the following morning. We were disappointed to find that the Great Central pub was already closed, as was the Champagne Bar. It was explained to us that our only option would be the Winter Garden (for which we told we were dressed inappropriately) or room service. We explained that our child was sleeping in the room and requested that room service be delivered to us at the seating area in the main floor of the hotel. This request was denied, despite my explaining why room service to our room would not be practical and unenjoyable; we did not want to wake our child, nor eat in darkness and silence. I am still highly surprised that the hotel has only one dining option on a weekend evening, it's bitterly disappointing. In the end we had to resort to an uber eats delivery; we were told this could only be eaten by the back entrance. To say that we did not feel valued or accommodated as guests is an understatement.

I must give credit to the concierge team who helped me with the arrangement and delivery of a balloon for my wife's celebration. However, I question the rationale for a handling fee imposed by the hotel.

On this occasion, the negatives outweighed the positives and we will be in no hurry to book again on our regular trips to London...

We booked the "Executive family" room for 5 nights. we paid 615 Pounds per night... we have been to London for many times and come to London regularly and are sorry to say there are better options for this price level. These are the reasons: Beds are very very hard. Pillows are of a poor quality. when booking an "including breakfast" - especially when you pay this much per night you do not understand that this only qualifies for "cold breakfast" - any eggs or hot additions are with an additional charge of 6 pounds. This is even worse when you are a "leaders club" member like myself - a staff member told me that as members of the club we will not be needing to pay any additional fee for the hot additions - which was later followed by a bill.... we asked for a late check out as our flight departs at night - before booking they said they cant guarantee but will put on "a strong suggestion" - to which we will receive a reply the date when we check in. When we checked in the hotel they said they are sorry but are still unable to say - but promised to check and let us know asap. we have been here for 3 nights already - no one called or handled it. The room has been VERY cold from the moment we arrived. today we have called the reception to enquire - the response is that they are sorry, the system doesnt work properly and so they put 2 small heaters in our room. which honestly we are ok with BUT - for 600 pounds a night ??? Seriously unbelievable. feel free to watch the photos if youre having a hard time believing this. When we got the room the bath was dirty. the staff were helpful and sent someone to clean right away (which she did very well) we gave a notice that its my daughter's birthday and were suppose to receive a play tent and some toys as we wanted to surprise her upon our arrival. Unfortunately they forgot and it was not there when we got the room. when i enquired they were quick to bring everything and were very nice and thoughtful. Location - it did not occur once that we didnt have to take a taxi to central area Oxford st and surrounding. its very pricey. going around in London just the cabs alone can go up to anywhere between 50-100 pounds a day. the hotel needs to be top notch to "compensate" the location. if you need a bit of a fresh air - forget it - windows in the rooms do not open at all. no circulation

Some other notes: We did not get a chance yet to check the spa and gym area. We will come to update. The food in the room service is amazing we order 2 seprate timea already although takr into account: a meal for 2 people and one dish for a child can go easily for 150 pounds... that being said - the food they provide to the room was very good - we had the salmon and a veggie dish. Excellent quality (excluding the desserts that were 100% inedible). they have a kids menu - my daughter loved the mac and cheese. Staff here is very friendly and nice. Fruits in the breakfast are very good - however salads and cold starters were not good at all. they do not have small breads/bagettini like in other high level hotels - only very basic simple sliced bread. Very nice atmosphere at dinner at main restaurant. we paid around 55 pounds per person. were still debating whether it was...

This review is being updated as a last resort and a final word, because frankly I'm done with The Landmark. My original review received a response from the Hotel Manager which invited me to discuss the issues I raised on a "one-to-one basis" by email. Accordingly I sent them an email on 4th Jan 2024 as per the details provided. Having received no reply I re-sent the email on 24th Jan 2024. Here we are over four weeks later and I have still yet to receive the courtesy of a reply. So why publicly invite correspondence when you singularly fail to engage?

Stayed for two nights as a) the hotel is a fabulous looking building and b) we were getting married at the Marylebone Old Town Hall across the road so the location was perfect. Unfortunately the whole experience was marred by an over-zealous member of security who objected to what should have been some innocently happy wedding photos being taken in the lobby area. His in-your-face and aggressive posturing marred the whole occasion for me, my bride and our whole wedding party. Security staff were everywhere you looked, stopping guests walking in certain areas, looking as menacing as possible with their ear-pieces and tough-guy attitudes. What a fun-filled breakfast that was, looking up from my muesli and making eye-contact with Mr. "Are-You-Challenging- Me?". My complaints to the reception staff were met with mealy-mouthed, by-the-book responses. Is there a no-photography blanket ban throughout the public areas or not? Nobody really knew, except to say that the "policy" is being reviewed. If there is such a policy then why were we not informed of it when checking in? What I can confirm is that many times throughout our stay visitors were taking photos on phones and cameras without being challenged. The whole thing is a mess. Needless to say, out of principle, the evening celebratory meal was cancelled. It was a relief to finally check out. Which is a shame as all the rest of staff were pleasant and polite. The Landmark, sort out your security staff and treat your guests with respect. It's that simple. Will we ever return there? No. How interesting that since posting my review over a month ago, the customer contact at this hotel has singularly failed to respond to the issues I have raised, yet she has given fawning comments to every other review that has appeared since mine. Also interesting that many, many reviews of this hotel that have been posted since mine appeared, carry photos of the public areas of the hotel, including the exact location where I was abused by the member of security. Shame on you Landmark Hotel, your hypocrisy does you no favours. Clearly, hotel guests really are allowed to take photos then! I see from other reviews that not only my wedding celebrations were ruined by the actions of your staff, but the same distressing scenes were encountered by other wedding parties too. A word of advice to other wedding planners considering using this hotel for a memorable celebration: Don't, just don't. Better, more hospitable venues are...