So after a £2,000 stay we had to pay and additional £120 + VAT for our suitcases for x2 nights.

I asked him where is my second bag, he insisted there was only one bag.

even though we had paid in full on the day of arrival it took 7 phone calls to get it sorted and no real apology the worse thing of talking on phone is that the people ur talking to are not in the hotel and keep having to ring me back which in 2 cases didn't and I had to ring a day after it took from Tues till Thurs to get it done 
The hotel should have a phone line uou can ring direct at any time of day not till 6pm from somewhere else 
Then when we got back home

That was then the case for each subsequent round.

Couldn’t fault the food, or the drinks, might only niggle would be that we did have to ask for our drinks to be replaced when other reviews said they were always topping up, this wasn’t the case

I forget to write reviews unless it’s awful or excellent and better than expected, in this case it’s the latter.

After a long journey to get to the Hotel, we put our cases into the rooms that were available to check in and headed to the hotel restaurant 'Hard Rock Cafe' to have some lunch as we was all quite tired and very hungry.

On the second day of our stay, on the assumption that cleaners would not enter the room, I left my bag and purse in the room, whilst we went for breakfast.

The concierge were amazing, did not rush you had time for you, we had emailed earlier to ask if we could leave our bags in hotel before our check in at 3pm, and they knew we had requested it and they tagged our bags for safe keeping, they did same on departure too.

I have woken up this morning and realised I don’t have my bag.

Reception were kind enough to allow us to check into one of the rooms an hour early to drop off cases and allow us to freshen up before we went to Harrods for tea.

We were then kicked off the table  at 9.30 (despite there still being empty tables) just in case someone came in and wanted the table, so we moved to the bar area.

but it was on the booking 2 days prior, so as you would I asked if we could use the lounge if this was the case.

I have always said it’s not the building that makes a hotel it is the staff and this is so right in this case.

We went to the check in desk to ask if, as we were very early, we would be able to leave our suitcase at the hotel whilst we did a bit of shopping.

but the dirty pillow case was put back on the pillow on the bed

The shower stall has no metal bar to hold on in case you slipped inside, and no ledge to place any shampoo or toiletries.

however the second one was “discarded” 
The irony is that their “discard” policy applied to the package that had a very expensive $600 winter coat, while the other bag with less expensive clothing items was retained 

I have raised this to the management and I haven’t gotten any response to the fact that there may have been a potential theft at the concierge and they discarded only one bag (as per policy) and not the other 

I am extremely disappointed at the level of callousness and the poor customer service.

We were allocated a twin room which overlooked Marble Arch, which was a lovely touch (special thanks to Simon Fennell, Director of rooms), I do suggest earplugs

The only positive thing to say about the hotel is that there is a Tube Station (Marble Arch) around the corner.

Will be back 

Quick walk from Marble Arch underground, got seated quickly without a reservation and accommodate a child in high chair.

I recommend hard rock London marble arch.

It is right above Marble Arch tube station and you can do most things in London from here and sometimes a wee tube change.

Lovely room - 2003 overlooking the Marble Arch & Oxford Street/Park Lane, we did enjoy people watching at night.

Fab location , right outside Marble Arch station which was ideal.

Simon greeted us with a huge genuine smile;  we we’re early for check-in, no problem, they had a room available, we’ve been in a heat wave, again no problem room’s cool with air conditioning, and we’re overlooking the Marble Arch itself.

Located next to Marble Arch at the foot of Oxford Street it is very central for everything.

I recommend anyone to go….. it’s a once in a lifetime fun place to be opposites marble arch overlooking Hyde Park Corner.

Max on the reception desk was so helpful and sorted us out a room - a fab view of Marble Arch - Five star service!

Fantastic location opposite Marble Arch and right next to the Underground station.

Her room was upgraded with some additional treats  and she had a fabulous view of Marble Arch.

This was the 4th time we stayed at the hard rock hotel marble arch London.

Area: walking distance to marble arch and the main stop for all the tourist hop on-hop off buses are there.

Above all the hotel is very well situated in Marble Arch.

As a United pilot flying to London for decades staying at various locations over the years, my absolute favorite hotel is the Hard Rock Marble Arch.

The bar area was all lit up in the Pride Flag colours which was a great touch.We had a room with a perfect view of Marble Arch and despite being on a busy corner the noise was barely audible.

Location speaking the hotel is greatly located just outside Hyde Park and practically above the Marble Arch tube station.

Good located at Marble Arch to do the daytrips by walking, by bus or underground.

The food to order is very good and a well thought out selection in my opinion!

Thank Bruno and the team for a great afternoon of food and drink and atmosphere. ⭐️⭐️⭐️⭐️⭐️

Lovely smile very attentive and made me feel comfortable in the breakfast cafe.

The Cocktail Bar was good and the barmen excellent.

The Restaurant staff’s level of service is beyond any service that My wife and I have ever experienced even at 5 and 7 star hotels and resorts and believe me I’ve seen them all.

She is a great service ambassador for the Hard Rock Hotel and Cafe and wish her all the best for the future.

It was a great experience to eat my birthday dinner at the hard rock café! The vegetarian burger was delicious, the staff (especially Dario!)

Looked after by Stephanie and she recommended all the right food and drinks.

Breakfast is incredible,  lots of choice and very tasty.

Went for a bottomless brunch with the girls.

We came here for a bottomless brunch yesterday and it could not have been nicer!

Breakfast and the service in the restaurant was fantastic.

And the cocktails well they were absolutely out of this world!

Bruno was absolutely Amazing at our bottomless brunch.

There is a very nice Indian restaurant- Chourangi in the backside of the hotel and it’s food is out of the world.

He not only help us with the menu and with tips,

Came here for a birthday meal with friends and was fantastic, staff especially Zak couldn’t help enough and was attentive and friendly.

Food was top notch on all areas even when we rehearsed at funny hours you accommodate us.

Just round Hyde park and easy access to food and shopping.

Book a Rock Royalty room which gives you access to the Rock Royalty lounge, this came in very handy as my husband had an appointment to go to so I was able to stay in the lounge until our room was ready.

but I mostly got lucky with larger rooms which were very comfy.

Many thanks to Jakub who made us very welcome and organized some little gifts for our room- you made our stay just fabulous.

Absolutely brilliant stay, our room was so clean.

The staff is very nice, check-in and check out was very smooth, rooms are spacious and well equipped.

clean rooms and wide for an European hotels.

We had a booking of 80 plus rooms not one incident with the reception staff.

Room large and bed very comfortable 
Staff friendly and professional  shout out for Mindy 
Ate at cafe food lovely  large portions 
Breakfast very good with lots of choice  staff very attentive 
Very happy with the hotel Will stay again for longer

My husband and I loved the room that we upgraded on checkin and the help and advise for restaurants that Luis and Isabel gave to us, they were really friendly you can tell that they love what they do!

The breakfast set up was amazing and the rooms are nice.

Nice room with welcome drinks, and proper care and attention to make sure everything stayed just as well.

The room is fantastic turns out I'm the same height as Jay Z!

Location excellent and room was clean and comfy.

The room is spacious and the mini bar well stocked - well it was ;) 
Looking forward to the live music and dinner this evening! !

(Photo attached of the room view which was lovely

We had the cocktail masterclass included in our room package and Landi was brilliant with us and went above and beyond to include our pregnant friend.

very nice hotel ideally located
very nice hotel ideally located - beautiful rooms - great atmosphere with music in the lobby - I would go back with pleasure I highly recommend it - (hoping that Loïc du Check or will no longer be there)

but special mention should have gone to Reda, Khadija, Antonella, Shashank, Abdelrazek & Jozsef These are all such amazing employees - they make the HRH what it is!

He was attentive and friendly and could not do more to help us enjoy our visit.

So I must make a comment on the beautiful smiley gen. She couldn't do enough for me.

We were amazed, pleased and more than impressed with her and by the time we ended our breakfast we were left in awe by Laura’s dedication to her service and it was a service done with love and care.

Nasim checked us in and looked after us, she was so friendly and helpful - a credit to the hotel!

You're an asset to the Hotel and have such a beautiful, genuine, welcoming smile.

I would like to commend Laura for her excellent service and kindness.

Excellent service from Alisha on the check in desk.

Staff were fantastic,  Judit and Teresa really looked after us at breakfast,  Max at checkin counter always remembered me and was a pleasure to deal with and Leo was a true gent and always happy to help .

They were so incredibly accommodating and catered to our every whim.

The location of the hotel is great, staff very friendly on the reception desk.

The hotel’s location was great and above all the service and staff were exceptionally great.

Bruno was more attentive than we’ve ever experienced, was friendly, professional and made sure our drinks were always full.

I was served by the waiter Bruno and I’ve never been so well treated as I was for this guy.

Grace went out of her way to be extra helpful.

Hard Rock Hotel London

case

staff

restaurant

room

Spent 10 nights in this hotel, the cleanliness and house keeping were acceptable.

Perfect location, friendly staff, very clean.

Staff were friendly, and the rooms were clean.

The rooms are functional , clean and comfortable

The price is right, the room is very clean.

The rooms are simple, clean, and comfortable.

Clean comfortable rooms, excellent location close to the tube and walking distance to the British Museum.

Immaculately clean room, with everything needed for a city stay.

I'd accidentally booked a double which they managed to change to requested twin while there, staff great, room good, clean and comfortable, 

The rooms are perfectly adequate and are clean and well maintained.

Hotel was very clean, comfortable and the double room generous for this area of London.

corridors clean and what I loved the most is that dirty linen is placed in colour bags, you don’t see this often, room was very clean, nice clean towels.

We would definitely stay here again for it’s location for sight seeing, plentiful buffet breakfast, cleanliness, value for money and the customer service.

The rooms where clean and the location was perfect.

The rooms are clean and comfortable, the receptionists helpful, and there is a very good breakfast buffet.

but the nice cold lobby is a deception from the reality of the rooms. Hot.

our breakfast was no better, I changed my fork 4 times as they were covered in stains, the breakfast was either cold or burnt, safe to say we won’t be returning to this hotel in London

but hot food was cold basically room temperature which ruined my stay as cold baked beans and cold eggs are a bad start to any day

When they appeared, cold stale pastries were inedible, coffee bitter and stewed,

Very disappointing, most other hotels provide at least croissants and cheeses or cold meats and fresh fruit .shame on you president  the full English looked good and I could have paid extra for this

Breakfast was a buffet with lots of choices, hot and cold foods.plenty of teas and coffee.I would definately be staying again.

Sometimes you would like a cold drink

All in all, I would still stay here.

By staying at the hotel, our complimentary breakfast was cold cereal and toast.

Baring in mind this weekend was around 30degrees,  there was no air con or available fans anywhere or anywhere to keep drinks cold.

I wonder what people in England use to blow their noses in the horrible cold and damp season, especially worse for tourist that came from Italy and France where it was hot and beautiful.

Breakfast -room with air-conditioning ice cold and drafty with the air of a railwaystation.

but the temperature inside was pretty cold.

But the whole hotel looks old like it haven’t been refurbished since 1960, it looks like something from the Cold War.

I mean that there was a sink for the cold water and another one for the hot.

My only concern is the breakfast, it needs to be hot, we were concerned that it was a bit cold.

Buffet breakfast was cold on the first day and lukewarm on the second.

Also considering that the room was not cleaned the whole day while a please clean my room request was on the door.

Sure enough, a camp bed arrived, converting a small twin room into a crowded 3-bed room, so crowded in fact the wardrobe doors couldn’t be opened.

The doors have an automatic closing system and the knocks are not avoided by the cleaning staff, causing ''door slamming'' that make it impossible for those who need to rest to sleep. Unfortunate.

however, someone in the room next door having some sort of bronchitis attack or something and the constant cough was a) loud and b)  stomach churning.

I opened the door (room 611) to the terrible smell of stale sweat.

Maintenance need to fit soft closes in the door as all night you hear doors slamming 
The corridors and carpets need a revamp likewise bedrooms 

BREAKFAST - Excellent choice of food

but walls are thin so the snoring and voices from next door was very easy to hear.

The bathroom was tiny, as they had to fit a bath tub in there, which resulted in almost no space to move around and the toilet was right inside the door so you were squeezed up next to the wall, which wasn't really nice.

Rooms are small and noisy; you can hear everything in the room next door.

To turn this Ito a very good hotel would only need a few additions, ie a box of tissues, hooks on the bathroom door to hang things, and most importantly a grab handle over the bath, this is a safety issue.

We were asleep so no time to get to the door and they just started coming in!

Beautiful view from our room , can hear a bit of noise from rooms next door

Easy check In/out, no safe minibar,  bed uncomfortable we had to change room as the 1st one smelt like bad b.o, very noisy walls/front door very thin!

Never again would I walk through their door.

Only negative on the hotel was the when the room doors were being closed they were banging loud as we discovered one morning when Italian tourists were leaving around 7.45am.

Also I observed one of the maids get into the lift with me with a toilet brush in a belt holster, while riding the lift up she was checking on her phone and unknowingly the toilet brush was rubbing the walls and door of the lift!

The shower curtain was discoloured and there was marks all over the doors.

The mattress has springs sticking out of it, there was vomit left on our room door and the cleaners had left my parents bin rubbish in our room.

I booked this hotel in error, thinking I was booking its sister hotel next door, the Imperial.

As I returned to the room a member of staff saw me and I asked if he would stand in the hallway and hear first hand the racket.

The corridors etc were dated and needed a pit of a spruce up,

but be aware the the rooms and upper hallways are not quite as modern.

Corridors to the room was a little dated and corners of the walls with chunks missing from being knocked over and over .

The corridors remind us of the shining !!!

Decor looks very tired and dated in the corridors outside bedrooms.

The walls are thin and there’s a fair bit of noise from the hallways, the floors outside creak very loudly and would often wake me up at night.

We were then concerned as there was no notice, so in our jammies, we were out in the corridor trying to find out what was going on, only for the maid to say it was just a test.

The hotel is a bit tired in places, notably the corridors,

The worst part is the creaky floor in the corridor you hear EVERYONE coming and going as it makes so much noise and I couldn’t find a spot to walk that was quiet.

Interestingly, I could move my device closer to the hallway and the signal would get stronger and I could connect

but when you go behind the scenes to the corridors and rooms everything is somewhat tired and dated.

but getting a little tired and probably requires a update has does the corridor on floor 1.

breakfast was very busy and cramped, with 3 couples having to sit at different table,

Corridors to the room was a little dated and corners of the walls with chunks missing from being knocked over and over again.

The hotel corridors had a very weird musty smell and the decor was very outdated.

The hotel is in good walking distance of the centre of London and if you don't want to walk that far Holborn tube station is about a 5min walk away and is on the central line which takes you to stratford or the other way to central London locations like marble arch and oxford circus.

with the official office for theater' s reduced ticket offers , restaurants, and shops, Picadilly Circus, the beattig heart of London, the elegant Regent st., St. James & Green parks, Backingham Palace and the famouse changing of guards.Westmi ster, London Eye, even The famose Hide Prc Corner, the Eastetrn wing of Kensington Park , The Marble Arch, and the famousr  Madamme Taussand Wax Museum , are in walking distances.

If you don't want to walk you can catch the number 98 bus from Russell Square which runs to Oxford Street / Marble Arch and on to Willesden .

lots of restaurants and Cafes, public transportation nearby.

Location: The hotel is several minutes walking from Russel Square tube station, and there's Waitrose and several restaurants in the nearby mall.

Easy check in, room facing Russel square , no issues with room bed comfy,
Nice large bar area 
Breakfasts was well organised dining room very comfortable micely spaced out food was excellent catered for everyone

We had dinner at the bar , the burgers are delicious.

Russell square station around the corner with grocery, fast food options available.

From reception, to housekeeping, to the restaurant ( both at breakfast and in the evening at the Atrium Bar) nothing was too much trouble and at all times I received excellent service.

Food presented well fresh & quality is perferct.

I went for the Faulty Tower dinner show, and they had vegan options for everything.

Would definitely come back for dinner here !

The breakfast was great value a d plentiful and the restaurant was large and very nice.

After a day out exploring and a meal at the Friend at Hand (good pub) we returned to relax / watch football and get an early night before more exploring and Sam Fender in Finsbury Park the next day.

Service and food were of the highest quality.

The dining rooms are large with a very, very wide selection of food and meals.

Keertana from  the restaurant also deserves a mention for the wonderful & ever smiling service at Breakfast.

but fascinating area.The staff efficient and kind.The rooms (we had a twin bedroom)were clean and comfortable with Wi-Fi .Maybe the shower was slightly complicated to use but the bathroom was ok.Also nearby there are many restaurants and shops.At the reception Milena was quite professional!

The food was excellent and the location is perfect.

The breakfast has a fantastic choice of a high standard which we found consistent at whatever time we ate.

Check in was done through an app and I could even open my room door with the app, something really new to me

I stayed in a twin room which was good in size and bath was new with shower enclosure.

This is my second time staying here, the first day they got our rooms mixed up

but prefer a bath and the refurbished rooms seem to be all showers now, breakfast good, just back and already booked for my next stay.

Quiet in evenings (I had a room on 2nd floor facing inwards to a courtyard).

The room was well equipped and very clean.

but excellent, no need to queue at the reception for checking in.

They’re friendly, approachable and eager to cater to your every need.

Honestly for me I would take the team over modernism.

ISHAA at the front desk was very helpful and efficient.

Very efficient speedy reception, lovely breakfast.

Excellent hotel, very accommodating, great bar and Staff was very polite.

They also kindly allowed me to check-in 3 hours earlier, something a lot of London hotels do not always allow.

First I would like to thank reception for letting us check in early, all staf very friendly.

I want to give praise to the fantastic customer service we received by the staff on the reception desk, in particular to Yasin.

This is a lovely hotel, friendly staff and fantastic location just a two minute walk from Russel square tube.

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