London Marriott Hotel Park Lane

We booked a room at the London Marriott Park Lane for its prime Mayfair / Hyde Park location and for its Marriott Bonvoy affiliation. Unfortunately, we checked out shortly after arriving for two primary reasons. First, although billed as a 5-star property, it felt closer to 3.5 stars — yet charged 5-star rates. We found far superior rooms, amenities, and service elsewhere for the exact same nightly rate. Second, our room had poor soundproofing; we could hear everything from the adjoining room. We were told hotel security would come up and speak with the rowdy family next to us, but they never did. The hotel was fully booked, so we couldn’t move to another room or we would have likely stayed just to avoid the inconvenience of having to leave. We appreciate management allowing us to leave for a full refund.

Gorgeous property Fabulous staff welcoming you! Perfect location Gorgeous suite Excellent lounge for breakfast 5 stars for everything!!! Carmella at reception area is the best I’ve ever experienced. She made our trip very special Kingsley at front door was a great ambassador for the hotel Remembered us from two years ago Has wonderful positive energy Can’t wait yo return!

Upon arrival, we were quickly and kindly greeted, and were offered a room upgrade, although no early check in (of just 30 minutes) was available. We had booked the breakfast option, which was a great value -- we were able to order as much as we wanted from the breakfast menu, and it was all included. In the middle of the night on one night, the fire alarm went off. No one knew what was going on. We all opened our bedroom doors wondering what the sound was and looked at each other -- and no one knew. Eventually we all made it out, but no one knew where to go -- we were all dumbly walking around without direction. Once we were finally walking outside, we saw some clothes on fire on the sidewalk outside the hotel. This was the reason for us to all be roused out of our rooms in the middle of the night. But none of the staff provided us any direction as we were waiting outside, and once people started going back to their rooms, again no staff provided any direction. People couldn't fit in the lifts, and had to walk up the stairs, but no one was telling us where to go. After this, there was no follow up or apology, and no acknowledgement at check out. When we would walk through the lobby throughout the stay, most of the staff didn't acknowledge us, despite what a nice greeting we'd had at check in. The room was a little worn and there was a bit of mildew in the shower, but it was otherwise clean. The turndown service was great with the additional bottles of water. The website had said rooms have mini-fridges, but it was full of the mini-bar items, so we couldn't really use it other than to put in a bottle of water. The location is great in terms of the nearby shopping, and the Marble Arch tube station being literally right out the hotel. I was surprised to see the decline of Hyde Park and also some areas nearby, but it is still a great location.

We went for the Afternoon Tea and were served by Vivian, who made our experience absolutely fantastic. His tea recommendations were amazing (recommend starting with the Flowering Tea as we did, very yummy and gorgeous), and his service made us feel very expensive. Such a friendly face, remembered us by name, and was just so kind and sweet. It was a very special experience and the food was fantastic.

Our server was Vivian and he was friendly, helpful and gave great recommendations for our afternoon tea experience. He put a smile on our faces and added to our memorable experience. Thanks Vivian and another great experience at Park Lane.