Grosvenor House, A JW Marriott Hotel

We had a wonderful 10 day stay and truly appreciated the warm hospitality throughout the hotel. From the moment we arrived, every member of staff—from the front door to the back of house, greeted us with genuine smiles and made us feel welcome especially Solomon. A special mention goes to Herlyn, who looked after us in the beautiful park tea room during our stay. She is kind, attentive, and has a great eye for detail, always ensuring that guests are comfortable and well taken care of. Her friendly nature and professionalism really stood out and added a personal touch to our experience. We would also like to recognize the housekeeping team. The cleaning staff were consistently polite, respectful, and thorough in their work, which made our stay even more comfortable. Overall, the service across the hotel has been excellent, and the positive attitude of the entire team made our stay very enjoyable. We truly appreciated the welcoming atmosphere and would be happy to return. Thank you to Herlyn for your care and attention, it truly made a difference to our stay.

From check in to check out, this was the best experience. We arrived very early (10:30am) due to travel. We had zero expectation of an early check in but Eugelyn (huge thank you - such an asset) acknowledged our anniversary and upgraded us to a huge room that was ready. We were also offered a 2pm late checkout without asking. We went exploring and came back to find the signature JW cheesecake and a bottle of bubbles waiting for us. While enjoying those, turndown service arrived and laid out linens next to bed that said good night when you faced bed and good morning when you got out of bed! Slippers placed as well. Absolutely a wonderful anniversary stay. It was a treat being recognized as a Gold with room upgrade, late checkout, complimentary water and Starbucks in morning without having to beg like we have to do in the US was refreshing!

Extremely clean, comfortable and a great location. Excellent and sumptuous breakfast too with delicious coffees :-) No business does everything 100% perfectly, 100% of the time, but, the sign of an excellent hotel is how they manage unforeseen circumstances! I had a challenging problem in the hotel and Shayla on the front desk proactively and kindly resolved my issue with a rare level of professionalism. Their handling of my situation means I will actually stay here again! Thanks also to Emily on the front desk and the doorman ambassador who always had a smile on his face and we snapped a photo with outside!

I stayed at the JW Marriott Grosvenor House London in September 2025. At first glance, this is a beautiful, grand hotel with well-appointed rooms and genuinely pleasant, professional staff. Unfortunately, one overwhelming issue made the stay unacceptable. The entire hotel—aside from perhaps the lobby—was permeated by a strong, unpleasant odor. It was not subtle. The smell, reminiscent of harsh chemical cleaners mixed with something far worse, was present in the elevators, hallways, and even inside our room. It was persistent and difficult to ignore. I contacted the front desk to report the issue and was met with surprise; I was told it would be investigated. There was no follow-up. After the first day, the smell temporarily subsided, only to return two days later just as strong as before. Again, there was no communication or acknowledgment from the hotel. It was not until checkout, when I asked a staff member directly, that I finally received a candid explanation: guests routinely smoke hookah in their rooms despite the hotel’s non-smoking policy, and the hotel does not enforce that policy. I was also informed that these guests are not even subjected to the fines that other guests would typically incur for smoking violations. As a result, the hotel is forced to repeatedly deep-clean carpets in an attempt to remove the lingering odor—an issue that ultimately affects every guest. If this is accurate, it raises serious concerns about management and basic standards. A non-smoking hotel that does not enforce its own policy—while subjecting guests to the resulting odor and disruption—is simply not acceptable at this level. In short, while the property is visually impressive and the staff are courteous, the persistent odor and lack of accountability from management made this a deeply unpleasant experience. I would not stay here again.

My wife and I stayed here for a week and absolutely loved this hotel. Great location next to Hyde park and central to just about everything in London. The Marriott executive club here is tremendous with food/snacks/drinks all day long and delicious. Staff is super friendly and helpful. Great place to-we will return.