Jumeirah Carlton Tower

I am totally DISGUSTED by the rude, disrespectful and unprofessional treatment we received at the Carlton Tower Hotel. We attended for breakfast on the morning of Saturday 7 March 2026. We were seated and ordered two coffees and two breakfasts consisting of scrambled eggs and toast. From outset the staff were not welcoming. They told us, “we don’t serve pork here, the bacon is turkey, and the sausages are chicken”. This was very strange as we had not asked about pork or bacon. They just assumed we were wanting those things - quite an offensive level of assumption. Then, they asked for our names and telephone numbers. Something we have never been asked when we frequent other hotels in London with significantly higher standards than that of the Carlton Towers. Customer data belongs to customers, and those customers should NOT be forced to share it. We were told it was hotel policy but that did not make sense as I could have easily given a fake name and fake phone number - what’s the purpose of such policy if they have no means of verifying the data I give them ! When we told the staff that we did not wish to give our protected personal details, just to eat breakfast in a restaurant, they called over the “Hospitality Manager”, who was very rude and dismissive, and he told us to leave. We are well-dressed professionals and we were treated like two intrusive vagrants - that is the level of customer service on offer here, we found. We have had lunches and cream teas here before; and we have never experienced such appalling service before. It was humiliating, and totally unlike the service at Claridges, The Savoy or the Dorchester where we frequently visit and have NEVER been asked for our personal details. We will never attend the Carlton Tower again, and we recommend to avoid this place until its unpublished and disgraceful policies of demanding to own your data, is lifted.

We had a really lovely stay at this hotel and honestly couldn’t have asked for a smoother experience. The rooms were clean, comfortable, and absolutely stunning, and the location made it easy to get around and enjoy the area. What truly made the visit stand out, though, was the service. A special shoutout to Gianfranco, who went above and beyond to sort everything out for our stay. He was friendly, welcoming, and incredibly helpful, making sure we were settled and had everything we needed. He made a big difference to our trip. Because of him and the overall experience, we’d happily stay here again and would definitely recommend it to others!

Samantha is truly one of the best Jumeirah has ever had. She demonstrates genuine care for guests’ feelings and their overall perception of the hotel, always ensuring they feel completely comfortable throughout their stay. She is also highly attentive to guests’ special occasions and makes a sincere effort to celebrate these moments with them, not only as a Jumeirah hotel employee, but as a true ambassador of the Jumeirah Group as a whole. Despite our many experiences with Jumeirah in Bali and several Jumeirah properties in Dubai all of which we consider among the best compared to other, Samantha made our London stay truly exceptional and elevated the overall experience to an entirely different level. Honestly, she is an outstanding employee in every sense of the word. We sincerely wish her continued success and growth in her career, and we hope other employees follow her example of excellence and dedication.

Kim provided exceptional service during our stay at the Jumeirah Carlton Hotel. She was professional, attentive, and genuinely welcoming, which made our experience truly enjoyable. Her dedication and positive attitude did not go unnoticed. Thank you, Kim, for the great service.

I would like to express my sincere and heartfelt thanks for the exceptional hospitality and warm welcome I received during my stay at your outstanding hotel on 5 November 2025. The experience was truly more than wonderful in every way from the moment I arrived until my departure. The service was impeccable, and the attention to detail made my visit unforgettable. I am particularly grateful for the generous room upgrade you provided, as well as the excellent location and view of the room, which greatly enhanced my stay. A special thank you to Renee at the reception desk for her outstanding professionalism, kindness, and helpfulness. She truly went above and beyond and made me feel genuinely welcomed. Thank you once again to the entire team for making my stay so memorable. I look forward to returning in the future.