The Marble Arch London

What an absolutely appalling experience, we had booked 3 rooms in this hotel due to the location and upon arrival we were told all 3 rooms had flooded. This then turned out to be a lie as we were told that we could have 3 rooms on different floors, 10 minutes later we couldn’t do that either, we were messed around continuously. We were then placed in a sister hotel 15 minutes away which was not what we had wanted at all! We then had to cover all transport costs on that night due to being so far away from the place we were dining at.

For a 5 start hotel you expect way better and clean rooms which are serviced on a daily basis more-specially when staying longer. Their rating should be reduced to be honest ( I don’t think it is equivalent to what you will experience).

I would never come back, nor would I recommend. This has been by far the worst hotel I've ever stayed at!

Staff are not helpful whatsoever. Anything you ask seems to be too difficult.
Told us breakfast was not included, even though we paid for it. Thankfully had documentation on us as proof.
Airconditioning kept cutting out during the night.
Bathrooms never cleaned or replenished. On 3 occasions we had to ask for simple things like towels, shower cap and soap as there wasn't any.
Room had a funky smell, almost like fungi in the carpet. Unusual marks in and around the room (pics attached).
Bed was awful, you could feel the springs in the mattress give way.
Wi-Fi didn't work.

Thankfully I only endured a few days here. I was happy when I left.

Absolutely a deception.

It ruins my trip in UK. I booked 3 night at a higher price while it waste me nearly 3hours.
They placed a nice photos with sofas and windows for all type of rooms , socalled "Suite".
Obviously you can't do this.
1. Your rooms do not even have a window.

2. Your rooms have an additional door,it is locked but can be opened by employees, guess what is happening at midnight?

3. No sofa or other nice things. Don't trust the photos on web.

4. The path to the room at ground floor smells like swill.

5. Hotel supervisor smokes heavily before enterser the room.

6. Refuse to give the contact of Edmond for solving problems. Just leave message by email, seriously kidding me.

I booked this hotel for a single night stay on the 26th September. As soon as I walked in I noticed the accompanying chair for the desk was missing, there was a considerable amount of dust everywhere. I tried to charge my phone with the usb port, this was broken. The bathroom vanity light was defective, the bathroom door handle fell off and the curtain did not cover the window. Unfortunately I was in a rush at that point to ask for an alternative room however I was mindful that the hotel was fully booked. The next morning I decided to have a shower, keeping the door of the bathroom open however for some reason the door slammed shut and I was locked in. Since I had no door handle to get out, I could only be saved by the rather antiquated phone that was hanging on the bathroom wall. I called reception, they managed to bust me out 5m later and I was horrified since I was soaking wet with nothing more on than a towel on. I was offered a free breakfast on checkout however it would have been preferable to have been told in advance as at that point I had no time. Needless to say I shall not be staying there again although on a positive note the staff seem pleasant.

Worst hotel ever!! Very bad experience and staff not professional, also not helpful. Hotel smell so bad, also my room has noise from the ICE vent and change my room to the basement where there is no signal in the room! Not sure how 5 stars hotel put rooms in the basement!! Also the ground and basement rooms you need to pass through by the middle of the restaurant which smell food and people eating which is embarrassing!!! Wish to rate less than one

The only good thing about this hotel is the nice receptionists.

Otherwise it was a horrible experience and I 100% DO NOT recommend this hotel.

We arrive late at night from the airport with two tired children, to find out that they have cancelled one of our rooms as a no show. Although, we have spoken before and they confirmed that they are aware that we will arrive a day after our booking starts.

On top of that, the guy on the phone from the reservations team told me “the only thing I could do for you is to book you a new room, meaning you will have to pay for a new room”. Not only that, he also told me to take it up with “the man in front of you who cancelled your booking”.

Excuse me but I do not work here so I will not be responsible for telling people what to do.

The rooms were horrible and we had to stay in the basement because the elevators were broken.

Many things were broken and the rooms were horribly tight.

If you love yourself enough, do not stay here.

Pleasantly surprised, considering how shocking several of the reviews I read after booking were. We had absolutely no issues during our stay. The room was clean and we didn’t have an issue with the size of the room we got especially considering there was 3 of us in it. No issues with the pull out bed either. Nice selections of tea, coffee and biscuits. We got a nice view as well facing the street. There were no weird smells anywhere, as mentioned in other reviews. The staff are all very nice and really made the stay even more pleasant for us.