Grosvenor House, A JW Marriott Hotel

Beautiful decor inside. Very big with plenty of space for events. Staff were very helpful. Nice location too on park lane

I recently visited Park Lane Market at Grosvenor House and decided to try the JW Cheesecake. It was one of the best decisions of my trip. The presentation alone makes it stand out, with its tall golden crust, creamy filling, and fresh raspberries on top. The texture was beautifully smooth and indulgent without being overly heavy. The crust had just the right amount of crunch and buttery flavor, which paired perfectly with the richness of the cheesecake. The portion size felt generous and ideal for sharing, although I happily enjoyed it myself. At £22 it is certainly a premium dessert, but the quality and experience make it well worth the price. If you are visiting Grosvenor House or simply looking for an outstanding dessert in London, this cheesecake is a must-try.

Beautiful older hotel. Lovely amenities and ExecLounge. As Bonvoy Titanium this year + Lifetime Platinum we had some disappointment. Arrived 10:30am room was not ready till 2:30. We had emailed the guest relations team ahead of time our arrival but we realise its not always under hotel control. We were sent to the Exec lounge for breakfast. I had booked a standard Deluxe King. We were told we’d been given an “upgrade” but it was a small, chopped up space on a lower floor (room 423). But the thing for any older or physically challenged to be aware of: this bathroom had no walk in shower just their standard tub with shower. the marble tub wall is about 18- 20 inches high and unlike any of the large spaced out bath pictures on their web page, it was smack against the side of the sink. I had about 18 inch width to climb out. There was no hand bar. I had to yell for my husband to help me clamber out each time. If youre 73 yrs old, be advised. Given the pictures they feature online Id no idea this was the case, or an issue, until Id showered. Lastly its about an 15 minute walk to the Underground .

It was my favorite hotel but not anymore best location and memories 💔 Best afternoon and lobby team Unfortunately, I faced one of the worst experiences I have ever had in a Marriott property. A staff member named Lauren repeatedly ignored my simple question about my food order, then called my room, shouted at me with insults, and spoke in a threatening and humiliating manner. When I asked for management support, Guest Relations (Victoria) kept telling me there was no manager available. From 3:15 pm until the evening, not a single manager neither the Duty Manager nor the General Manager came to see me or even acknowledge my complaint. I was completely ignored by management. On top of this, my food order was left downstairs for almost an hour until it became cold, and I was forced to order again. Staff also tried to justify this by mentioning an old “Covid rule” that is no longer valid, instead of respecting that sometimes guests cannot go downstairs to collect their orders. All other staff in the hotel, from the doormen to housekeeping and room service, were polite and respectful. But this one employee’s behavior was shocking, unacceptable, and a complete disgrace to the Grosvenor House. The lack of accountability from management made the insult even worse. I truly hope Marriott takes this matter seriously, because no guest should ever experience this kind of treatment. Unfortunately, there was even a mouse in the lobby, which was very disappointing . I have been staying at Grosvenor House for many years, but unfortunately this stay was one of the most disappointing. The hotel does not provide packing or unpacking service unless you pay £50, and even food orders or small items are never delivered to the room. Management shows no real care for guests, and the General Manager does not bother to engage or resolve problems. Some departments, however, are excellent. The doormen are outstanding, polite, and extremely professional, especially Nick who deserves a promotion for his hospitality and kindness. Guest Relations staff are also friendly and tried their best. On the other hand, the reception is weak at night the front desk is often empty, and service is slow. The concierge is also not impressive. Room service is better, especially one older gentleman who has been working nights for years he is always kind, reliable, and helpful along with his team. Housekeeping in the evenings, however, does not clean properly. Overall, while many individual staff members are kind and professional, the higher management’s attitude and policies such as no room delivery, charging £50 for packing, ignoring guest complaints, and poor housekeeping have really damaged the reputation of this hotel. Unfortunately, there was even a mouse in the lobby, which was very disappointing The Lobby Manager is experienced, excellent, kind, friendly, and professional, and all the lobby staff are highly respectful and well-mannered.

Our stay at the JW Marriott Grosvenor House was a wonderful experience. We had been upgraded to an executive suite prior to arrival, but the room we were slated to have was already occupied when we arrived. Colm at the front desk went above and beyond to arrange for another executive suite for us. The room was well appointed and the marble bathroom was luxurious. The executive lounge had afternoon tea with scones and small desserts, in addition to the usual breakfast and dinner service. Ellie was stationed at the entrance to the lounge and she is very charming. Colm and Ellie made our experience smooth from arrival to departure. The Steakhouse restaurant also serves Maryland style crab cakes with Old Bay - which as a Marylander I had to try. The crab cake was surprisingly good, although they went easy on the Old Bay seasoning.