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Customer Ratings & Reviews
TripAdvisor Traveler Rating3801 reviews
Brilliant location and family hotel
Fantastic stay, welcoming and friendly staff, wonderful family room and views of Big Ben. Amazing breakfast and unbeatable family location. A big thanks to Darragh on the front desk for helping make my sons birthday special and also to the breakfast chef Nick and our waitress Ana Paula who made the birthday breakfast extra special with some pastry treats of Big Ben! We had a great time and will be back again.
Honest review: Brilliant location, grey 4 star interiors
First things first: location. Our room faced Big Ben, which was incredible. I've stayed at other hotels with Big Ben views like The Savoy. This one is closer. Inside though, I admit that the style is rather dated. It doesn't feel like a regal 5 star stay like The Savoy. It feels more like a random four star hotel. The hallways are grey, the rooms are grey...it was all just...grey. I feel like a refurb is in order - perhaps it's in the works? Otherwise, I think for the price there are some truly fabulous London hotels that you feel like absolute royalty in when you stay. When I think 5 star I think The Dorchester, Claridges, the Lanesborough, and even One Aldwych. It's hard to compete with these titans understandably, and I hoped for more. The staff are all very kind, and seem to enjoy working there. Kind smiles, helpful service, there was a sweet lady at the front desk Bergit, and equally at breakfast Sanda, who made us feel warm and welcome.
A Disappointing Experience at London Marriott Hotel County Hall: Failing the Ambassador Elite Expectations
I recently had the unfortunate experience of staying at the London Marriott Hotel County Hall, a reputed 5-star luxury hotel, as an ambassador elite member of the hotel's membership program. Regrettably, my stay fell far short of the expectations associated with such a prestigious establishment, leaving me deeply dissatisfied. Firstly, after a long drive from Heathrow Airport, we were greeted by an unwelcoming concierge who directed us to park our car away from the main entrance without offering assistance with unloading our luggage. This lack of consideration for our needs was disheartening and set a disappointing tone for the rest of our stay. Furthermore, the concierge failed to inquire about whether we were staying at the hotel or had dining plans, further highlighting a lack of attentiveness and personalized service. On a positive note, I must acknowledge the helpfulness of the bellboy who promptly assisted us with unloading our luggage and escorting it to our room. His friendly and efficient service offered a glimmer of hope amidst an otherwise disappointing experience. Unfortunately, my upgrade request was abruptly declined at the last minute, leaving me without the enhanced accommodations I had hoped for. This refusal was particularly frustrating as it left me with no alternative options or the ability to make other arrangements. As an ambassador elite member, I expected to receive priority treatment and the opportunity to enjoy the benefits of my membership. The hotel's failure to honor my upgrade request demonstrated a lack of appreciation for loyal guests. Furthermore, the staff at the front desk during check-in displayed a concerning level of impoliteness. Their inquiry about whether I had used points to redeem our stay or paid with money made me feel uncomfortable and questioned my decision to utilize my membership points. When I inquired about the availability of a suite, I was informed that one was available, but only if I stayed for four nights instead of the three nights I had originally booked. This response was dismissive and discouraging, further eroding my confidence in the hotel's commitment to providing a superior guest experience. However, I must acknowledge the friendly and helpful service provided by Japveer during our check-out process, which offered a glimmer of professionalism amidst the overall disappointing experience. To compound matters, the discovery of someone else's old plaster (bandage) stuck to the hotel bath towel was both unsettling and unacceptable. It not only compromised the hotel's commitment to cleanliness but also left me feeling disgusted and violated. In a luxury hotel of this caliber, such a lapse in attention to detail is completely unacceptable. Additionally, the hotel failed to fulfill several services as advertised on its website, notably the evening turndown service. The absence of this promised amenity further exemplified the hotel's inability to deliver on its commitments and added to the overall disappointment of the stay. As an ambassador elite member, I have had the opportunity to experience other hotel membership programs, such as Hilton Honors and World of Hyatt, where I hold diamond and globalist memberships respectively. Regrettably, the service I received as an ambassador elite member of Marriott Bonvoy paled in comparison. One notable example is the absence of a welcome letter, which is a standard gesture of acknowledgment and appreciation offered by other loyalty programs. In conclusion, my stay at the London Marriott Hotel County Hall was an immense disappointment, failing to meet even the most basic expectations of a luxury hotel. The unwelcoming concierge, the denial of my upgrade request, impolite staff at the front desk, the unsettling discovery of someone else's plaster on the bath towel, the unfulfilled services as advertised, and the noticeable discrepancy in service compared to other hotel membership programs collectively created a profoundly unsatisfactory experience. I would caution fellow travelers and Marriott Bonvoy members to carefully consider their options and explore alternative accommodations that consistently deliver on their promises of exceptional service.
Very nice but could be better for the price we paid
We had a nice stay and it’s a very nice hotel close to the main attractions. There is nothing to do for kids in this hotel but fir us wasn’t an issue because our kids were just happy to use the pool. Pool is heated but for me it was still to cold to get in. Gym very basic and the size of a large room. No squat machine, 1 bench and very tired looking dumbbells and barbells but I guess better that than nothing! I was surprised how boring it was in lobby. No music or piano playing. The atmosphere just wasn’t inviting at all. However all employers are very friendly and hard working. The service in this hotel is Definately one of the best we had. We would prefer buffet breakfast in the morning instead of the menu but we still managed to eat there good. Also, I found it odd being in 5* hotel and seating on the worn down sofa in breakfast area with holes We paid £630 for a one bedroom for 4people and it was ok but from the experience I got, I wouldn’t pay more than £450. Unfortunately I will not come back because I really don’t think I get good value for money but that’s just from my experience.
Fantastic stay in great location
What an absolutely fantastic stay! We visited for my daughter’s 13 birthday and the welcome and service could not have been better and made the trip truly memorable. Harsha met us at the front desk and gave a fantastic welcome. She was so engaging and we immediately felt special. This feeling was subsequently added to when she arrived at our room with roses, chocolate desert and a HANDWRITTEN birthday card for my daughter. I thought the days of putting an actual pen to actual paper had long since gone, and it was a lovely touch. Everything about our stay was perfect. I would recommend an executive room where possible as the M Club is totally worth it. I’d like to thank all the staff for their fantastic service, but must give a special mention to Harsha who was probably the best front of house I have ever been lucky enough to encounter. Thank you.