Grosvenor House, A JW Marriott Hotel

We spent an evening in the Ballroom for the HQR ball, a networking & charity event. I wanted to call out Matthew, our South African waiter for the table we were sat on. He delivered fantastic service and was very kind, professional and went above & beyond to make sure we had a good time.

3 sisters and I stayed 5 nights here and Herlyn Fernando, Assistant Park Room Lounge and Restaurant Manager was the best! When 2 of the 4 became sick the last day, she was so very attentive when the remaining 2 stayed in her designated area. She made sure we did not feel obtrusive by our just hanging around but absolutely made us feel welcome. She was a bright spot of our stay.

Really amazing visit!!! My tenth visit with my family to the JW Marriott Grosvenor House London. Especially this time, when we were checked in by Eman at the front desk and Sophia, Training Manager. They were very warm and welcoming, providing the highest level of hospitality. They accommodated our requests and gave us the most amazing rooms, and it just created unforgettable moments. I especially appreciated Sophia, the Manager, taking the time to come over and chat with me. The whole experience was wonderful, and I will be back as usual. The breakfast team at the Steakhouse was the best I have ever experienced, and the amazing Executive Lounge caters perfectly to both business and family stays, with great service, speed, and smiles. Overall, this was an amazing stay at an amazing hotel with an amazing staff in an amazing location! Highly recommend!

I chose to stay here for one night using my Marriott points because I had stayed around 10 years ago and remembered it being a good hotel. Oh, how wrong I was. I genuinely regret wasting my points here and left feeling deeply upset and disappointed. From the moment I arrived, I had a bad feeling about my choice. The doorman approached my taxi and immediately tried to take my bag before I had even had a chance to process who he was. Naturally, I didn’t hand it over because I was genuinely concerned someone was trying to take my luggage. He then blocked the taxi’s sliding door, leaving me to squeeze through the tiny gap and, in the process, bang my head. A great start to the stay. He didn’t say anything afterwards and instead proceeded to glare at me, which made me feel extremely uncomfortable. Thankfully, my male friend, who lives in London, arrived about a minute later, which gave me some reassurance. I then went to check in and had the displeasure of being served by Irena/Irina. She was one of the least enthusiastic people I have ever encountered at a hotel and appeared poorly trained. She insisted that I provide my passport. As a British citizen travelling domestically, I did not have one with me and explained that my driving licence was sufficient. She eventually accepted it. She then rather unenthusiastically thanked me for being a Marriott member and asked what time I would be checking out. As I had only just arrived, I found it strange to immediately be asked when I would be leaving. I asked whether a late checkout was available, and was told no, as the hotel was full. To be absolutely clear, if an extended checkout wasn’t available, I was perfectly happy to check out at the regular checkout time — I simply wanted to know whether an extension was an option. The repeated questioning about my checkout time, immediately after arriving, nevertheless felt unnecessarily abrupt and unwelcoming. Unfortunately, things didn’t improve. I was handed my room keys without being told how to get to the room. When I reached my floor, which also houses the gym, I was hit by an absolutely disgusting smell. It reminded me of a fast-food restaurant where old cooking grease had been reused repeatedly. Then I entered the room and was met with yet another disappointment. The layout was absolutely ridiculous. The TV console is so unnecessarily large that it creates an incredibly narrow passageway to the bathroom. I repeatedly hit my leg on the door handle while trying to navigate around it. Were guests expected to jump across the bed to get around the room? I honestly don’t know, but whoever designed the room clearly didn’t consider the guest experience. And then came the bathroom. The shower has an absurdly high step into it, and someone had the bright idea of placing a door stopper exactly where you step down when exiting the shower. The shower doesn’t even have a door, so you are left with an impossible choice: cover the door stopper with the bath mat and then step directly onto it when getting out of the shower, potentially hurting your foot, or leave the stopper exposed and have the area around it become soaking wet because there is nothing to prevent the shower water from reaching the floor. It is remarkable that someone could design a bathroom with such little consideration for basic practicality, comfort and guest safety. To make matters worse, the shower head couldn’t even be properly screwed into place and leaked. The curtains also failed to close properly, allowing light into the room… not exactly ideal when you are trying to sleep. At this point, you might think that must surely be the end of the problems. Unfortunately, it wasn’t. Even leaving the hotel was an unpleasant experience. The door staff were incredibly rude to the taxi drivers outside, and the complete lack of basic courtesy and respect towards other human beings was genuinely disgusting to witness. It was another example of the attitude I had experienced throughout my stay and certainly not what I would expect from a five-star hotel. By the time I left, I had quite literally developed a physical headache from banging my head when I arrived, and another headache from the sheer horrendousness of the overall experience. I simply cannot understand how this hotel has a five-star status. The service, cleanliness, room design and basic attention to guest comfort were nowhere near what I would expect from a five-star property, let alone one associated with Marriott. What makes this particularly frustrating is that I chose this hotel based on a positive memory from 10 years ago and used valuable Marriott points to stay here. Instead, I left deeply upset and wishing I had chosen somewhere else. This was one of the most disappointing hotel stays I have experienced, and I certainly won’t be wasting my Marriott points here again. I stayed at another true 5 star hotel in London 3 days earlier and the differences are night and day.

A truly delightful afternoon tea experience at the Grosvenor House on Park Lane. The setting was elegant and relaxed, perfect for a leisurely catch-up. The tea selection was excellent, and the sandwiches, scones, and pastries were beautifully presented and fresh. What really elevates this experience every time is the service from Altay, who consistently goes above and beyond. Warm, attentive, and always adding a personal touch that makes the visit feel special rather than transactional. It's the kind of hospitality that keeps me coming back. This has become a regular favourite spot for me, and I wouldn't hesitate to recommend it to anyone looking for a classic, high-quality afternoon tea in a beautiful setting.