The Landmark London

You go to a hotel, regardless of its star rating, for at least a good night's sleep. You go to a five-star hotel for an experience. Unfortunately, my experience at The Landmark London was one where we struggled to sleep at all. A beyond-comprehension disappointing experience at The Landmark London. Hard to believe it is a five-star hotel. After an equally disappointing experience with Guest Relations, I feel compelled to write this review so that other guests can learn from my experience and, hopefully, so that The Landmark London can simply do better. I stayed at The Landmark for my mum's 60th birthday earlier this month, expecting the level of comfort and service you would reasonably associate with a five-star hotel. Unfortunately, the stay was badly affected by a wedding reception taking place directly below our room. Now, I understand wedding receptions happen and that you should expect a level of noise. We were not informed of this beforehand, however, and the noise continued until the early hours of the morning despite us politely ringing Reception to ask about it. We were given no warning that there would be significant noise — and the bass was something else. It shook the ground beneath us; the bed frame was essentially vibrating. I'd expect that sleeping on a National Express on the motorway, but not in a five-star hotel. As a result, I had to use earplugs together with noise-cancelling headphones just to make the room tolerable enough for myself. I am very sensitive to sound, but my mum, who was celebrating her 60th birthday the following morning, did not have those options and ultimately struggled to sleep even after the music eventually stopped at around 2:00–2:30am. We contacted Reception at approximately 11:30pm while the music was still extremely loud. We were told that the DJ would be asked to reduce the volume and that the music was expected to finish within the following hour. Unfortunately, this did not resolve the problem. It got worse. The following morning, we were also disappointed by how our concerns were initially dealt with. They were politely brushed off, with no real questions about what had happened, our call during the night, or how the lack of sleep might affect our day ahead. What makes this particularly frustrating is that the hotel has since acknowledged in writing that they “could have handled the room allocation better” and that they normally take care to avoid allocating rooms directly above or close to significant events. In other words, the hotel itself accepted that the room allocation was not handled appropriately. When I left the hotel, I submitted an enquiry through the hotel's contact form, which was not replied to. I then received a feedback form by email, through which I copied and pasted my initial complaint and eventually received a response. After raising everything with Guest Relations, I was offered 20% off a future stay. When I declined, they later added a room upgrade and an assurance that a future room would not be on the first floor. I declined again. A future discount does nothing to address the stay we had already paid for, or the fact that my mum's 60th birthday celebration was significantly affected. Given what happened, I have no current intention of paying to stay at the hotel again, so a future discount was of very little relevance. I then asked the hotel to reconsider its resolution. After following up again on 21 September (a week from declining the offer), and again today, 28 September, I have still not received a response. I should add, Guest Relations reached out via email on the 10 September following my feedback form. Ultimately, I find the handling of this complaint incredibly poor. The lack of response is the cherry on top of what was already a terrible experience. Given the circumstances, I find it particularly inappropriate to offer a discount and room upgrade for a future stay to guests who were not even provided with a good night's sleep during the stay they had already paid for. I repeat the title of this review: I have had a better night's sleep in a Travelodge. I acknowledge how negative this review has sounded, but unfortunately this is an accurate reflection of our experience and the current situation. I will, however, acknowledge some positives. We genuinely enjoyed the spa and restaurant, and several members of staff in those departments were lovely. I will caveat this by saying that these were additional experiences that we paid for separately, so I consider the spa and restaurant distinct from the disastrous hotel stay itself. At least with the spa and restaurant, we got what we paid for. That is why this entire experience is particularly disappointing. Paying for a five-star hotel should come with the most basic expectation — the minimum threshold — that you will be able to sleep in your room. This was not met by The Landmark London. We were not warned about the event. Our room was directly above it. The issue was not adequately resolved when we contacted Reception during the night. We were subsequently given an admission in writing that the situation could have been handled better. And our subsequent attempts to reach a satisfactory resolution have effectively gone unanswered. This was supposed to be a very special stay for my mum's 60th birthday. Instead, we were left deeply disappointed. Based on both the experience itself and the way the complaint has been handled afterwards, I would not currently choose to stay at The Landmark London again.

During our stay at The Landmark London, we had an exceptional breakfast experience. A special thank you to Helmi, who is truly the right person in the right role. His remarkable emotional intelligence, professionalism, and outstanding interpersonal skills set him apart. His ability to handle challenging situations with patience, composure, and exceptional judgment, turning even difficult moments into positive experiences, ensures that guests leave feeling happy and valued. He is a true asset to the hotel and deserves special recognition. I would also like to extend my sincere appreciation to Suthamas, Roshan, and Elizabeth for their kindness, dedication, and excellent service. Together, they make a wonderful team and contributed greatly to our memorable stay. We look forward to seeing them again!

Ysabela was an absolute star! We enjoyed mum’s bday thoroughly and the service (with a beautiful smile included) was impeccable! Thank you for making it so special!

The staff in the champagne bar at the landmark in london were exceptionally helpful and accommodating. We decided to go for an early pre-show drink. The lady that served us went out of her way to give us a lovely experience. It made our visit very special and that's what true customer service is all about. Thank you to the lady in the champagne bar 🍾 🍸

Disappointing experience regarding the £100 deposit. Our reservation was under the name Vanesa Castro, and a £100 deposit was charged to my credit card on 9 September. At check-out, we were told that the deposit would be returned within approximately 5 to 7 days. As of 25 September, more than two weeks later, the £100 has still not been refunded. I have now contacted the hotel directly by email requesting an immediate refund and written confirmation of when it has been processed. For a hotel of this level, I would expect deposit refunds to be handled within the timeframe communicated to guests, or at the very least for there to be clear and proactive communication when there is a delay. I will update this review once the matter is resolved.