The Biltmore Mayfair

Extremely disappointing treatment of a loyal and high-value returning guest. I have stayed at The Biltmore many times and have consistently spent significant amounts with this hotel. Last summer, I even booked their Duplex Penthouse — one of their highest-category accommodations — and I regularly return to the property, recommend it to others, and have even kept my Lamborghini with the hotel during my stays. This time, I initially booked through American Express Centurion/Fine Hotels + Resorts, which included the usual benefits such as hotel credit and late checkout. When I decided to extend my stay, I personally spoke to reception. They quoted me approximately £600 per night. I explained that I wanted to extend through American Express so I could maintain my Centurion/FHR benefits. Shortly afterwards, American Express contacted the hotel and was told there was no availability — despite the fact that I was already occupying the same room and the hotel was willing to extend it directly with me. As a result, I had little choice but to extend directly with the hotel and lose my American Express benefits. What made the experience even worse was the checkout. After explaining the entire situation and requesting a late checkout, I was simply told that because my extension was not booked through American Express, I was not entitled to it — the very same extension that American Express had been unable to make because the hotel told them it was unavailable. I was then told, in a very unpleasant manner, that after 2 PM I would be charged £80 PER HOUR. For a guest who has repeatedly chosen this hotel, booked some of its most expensive accommodation, spent substantial amounts here, and brought additional business to the property, this level of treatment is astonishing. Luxury hospitality is not just about expensive rooms and a prestigious address. It is about recognizing returning guests, showing flexibility, and understanding the value of long-term relationships. Unfortunately, The Biltmore made me feel that loyalty means absolutely nothing once payment has been secured. After years of choosing this property, this experience has seriously changed the way I view the hotel. Very disappointing — and certainly not the level of service I would expect from a hotel positioning itself in the luxury category.

We stayed at The Biltmore Mayfair for 14 nights and, unfortunately, our checkout experience completely ruined our stay. One staff member (who introduced himself as “Eidel,” though we may have the spelling wrong) was extremely rude and unprofessional. Although our late checkout until 2:00 PM had been approved, he came to our room, repeatedly ordered us to leave immediately, and even threatened to call security, despite us simply waiting for assistance with our luggage. We never refused to check out and caused no issues throughout our stay. To make matters worse, our check-in had been delayed until around 6:30 PM on arrival, yet we remained patient and respectful. Being treated this way after a 14-night stay was unacceptable and far below the standards expected from a luxury hotel. I sincerely hope management addresses this behavior so no other guest has a similar experience.

If I had to describe The Biltmore Mayfair in one sentence, I'd say: luxury without feeling pretentious. I stayed here during a event, and everything exceeded my expectations. The rooms were beautiful, spotless, and incredibly comfortable. The location is perfect if you're exploring London or attending meetings, and the service made me feel genuinely welcome from the moment I arrived. What stood out the most wasn't just the elegance of the hotel it was the people. Professional, kind, attentive, and always happy to help. As someone who travels regularly for conferences and work, I know how much a great hotel can influence the whole experience. The Biltmore Mayfair absolutely did. I would happily stay here again. Highly recommended. ❤️

My experience at this hotel has always been excellent, which is why I usually stay here whenever I visit London. The hotel itself is beautiful, the service is great, and the location is perfect. However, the reason I’m giving only two stars is because of a very strange incident that happened to me; something I have never experienced in any hotel in any country I’ve traveled to. I placed a room service order, and the bill was £68. When the room service employee arrived, he asked whether I wanted to pay by cash or card. I first said card, then he asked if I had cash instead. I told him yes, and I paid him in cash. On top of that, I even gave him a tip. But when I checked out, I was surprised to see the amount still charged to my account. When I informed the reception that I had already paid in cash, they told me the payment had not been recorded and that they would deduct it from my deposit. If I had not been in a hurry to catch my flight, I would never have allowed them to charge me a second time. I sincerely hope management investigates this matter. They should have the name of the room service employee and the invoice number, which is 146. Honestly, this was very unprofessional behavior both from the employee and from the reception staff. I strongly advise guests to be careful and avoid paying in cash.