London Marriott Hotel Grosvenor Square

Great food, but very disappointing service. Unfortunately, the service during my visit was extremely disappointing and far below the standard I would expect from Marriott. There was a clear lack of attention to detail, and on several occasions I felt that staff were simply not listening when I spoke to them. The accessible toilet was locked, so I spoke to the cloakroom attendant and asked if someone could open it. She said she would arrange for someone to come and open it. However, after waiting for approximately 20 minutes, I had to go to the lobby myself to find someone, as the attendant appeared to be busy using her mobile phone rather than following up on my request. Eventually, a housekeeping supervisor came to open the toilet. I was told that the lock was faulty, which was not the case — the toilet had simply been locked. To make matters worse, once inside, there was no toilet paper, the toilet smelled strongly of urine, and it clearly had not been properly refreshed or maintained. This is particularly disappointing for an accessible facility and is not the level of cleanliness or care I would expect from a Marriott property. On another occasion, I asked a member of staff if I could have a gummy candy. He said yes and indicated that he would bring one to me, but it was never brought and there was no follow-up. I also contacted the operator twice regarding an item I was trying to locate. The first time, I spoke to Humza, who said he would call me shortly to let me know whether the item had been found. He never called back. I then called again and spoke to Alex, who repeated the same assurance and said that he would pass the message to Humza. Once again, there was no follow-up and I received no update. Overall, the lack of communication, attention to detail and follow-through was extremely disappointing. It gave me the impression that guests were not being given the attention they deserved. Staff using their mobile phones while guests are waiting for assistance is particularly concerning. This is simply not the standard I associate with Marriott. I would expect staff to listen to guests, take requests seriously, follow up when they make commitments, and ensure that facilities — particularly accessible facilities — are clean, properly maintained and ready for use. The only positive aspect of my experience was the food, which was excellent. Unfortunately, the poor service and lack of attention significantly affected my overall experience.

Had my wedding reception here in July 2026. Obviously as it was in the middle of summer I chose this 5 star hotel and luxurious venue thinking that they would be well equipped for the heat. However, on the day. It was a horrible experience. The ballroom can hold between 500/550 Guests, we had roughly 450 on the day which is nothing for this venue. The room was soo stuffy and uncomfortable, clearly the AC was not functioning properly. When we had raised this. None of the hotel staff were helpful. My guests were soo uncomfortable, and ppl were having to remove blazers/ties which impacted our photos. After the event I sent a formal complaint with the events team, and they simply said they done an investigation and their “observations” suggest everything was perfectly fine. I was extremely disappointed with how Marriott have dealt with this. I wouldn’t ever recommend this venue.

A full 5-star rating thanks to the excellent experience we had throughout our stay. The booking process was smooth and hassle-free, making for a great start to our trip. The hotel's location is fantastic, and the rooms are comfortable and well-maintained. Special thanks to Carolina (I hope I have remembered the name correctly) at the front desk for her outstanding service. Although our originally assigned room was not yet ready, she went above and beyond to help us get accommodated before the official check-in time. She diligently searched the system for an alternative room and arranged one for us with remarkable efficiency and professionalism. Her gracious attitude and willingness to help made a significant difference to our stay. Overall, an excellent hotel with a great location, comfortable rooms, and exceptional customer service. Highly recommended.

Exceptional hotel that meets and exceeds all of Marriott's standards for a full-service hotel. Very well trained staff in every role. Excellent M Lounge, which was invaluable for us on business travel. Extremely well located, yet my first-floor room was very quiet. In-room internet allowed all functions. Five stars.