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 wonderful hotel and wonderful service and everyone is friendly.

Great service and a fantastic experience.

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.

Special mention to the lovely Reda for the super friendly service and extra mile that was bestowed upon us throughout our stay.

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

This is what great customer experience and service feels like.

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

Thank you Abdu & Lura excellent and fast service.

Where do I start, reception what a first class service, no request was to large.

We would come back based on the service we experienced.

Desmond provided us with an excellent service and great attitude.

Had a fantastic meal, service by Leona was great.

Max went above and beyond for us and we were very thankful, this is a great example of exemplary  customer service.

Thank you for the AMAZING service from IVAN!

Despite how busy it was, we had the most amazing service from Ivan in
this beautiful setting,  the food and drinks were delicious.

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.

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.

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.

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

Our room was spotless, room service was simply superb, and we slept like logs.

A warm welcome with Prosecco, fantastic customer care, the best rooftop bar in town and the cleanest, most comfortable rooms.

The staff was friendly and professional, the property was spotless and the location can’t be beat.

The rooms are incredibly clean and well kept, the hotel facilities are great, and the staff are incredibly helpful and friendly, especially Roul and team.

Amazing service, amazing breakfast and the room so big and clean.

The bedrooms are roomy,  clean and bright.

The hotel its self is immaculate and very accessible and accommodating, this paired with the people that work there made it such an amazing stay.

The bed was so comfortable and the room was sizeable and very clean, with luxury features such as mood lighting.

Beds were super comfy and the Roman was spacious and clean.

but still had a great breakfast 
was clean and well organized 
overall loved it would definitely recommend

We used the spa facilties which were lovely and kept very clean, the only down side to the spa was that you only got 30 minutes which didn't feel long enough.

We had the most amazing experience in the coziest, most modern,super clean and spacious room that we have ever stayed in London!

Location is 10/10 - 
Customer service - 11/10
Cleanliness - 10/10
Resolving minor problems- 10/10
Room and the features - 11/10 
obsessed with the underfloor heating and night lights in the room.

would reccomend to any one.Arrived yesterday Room was  perfect nothing out of place Wonderful Continetal Breakfast.Room is very clean and a wonderful layout

Our room was absolutely stunning, very spacious and clean!

The room was large, modern, clean and contained everything we required for our stay.

My firstwas for a spa break with afternoon tea with a friend at the Marble Arch hotel and the organisation did not disappoint.

We went to their sister hotel at Marble Arch to use the spa there which was nice

Have stayed in Montcalm standard rooms before in Marble Arch and far superior to this ‘junior suite’.

I had previously stayed at the Montcalm Marble Arch as a treat to my Wife for our Engagement & also had an amazing time.

I’ve stayed at the Montcalm in Marble Arch, which was also nice, possibly a better location.

I stayed here having been moved from my normal residence at the Montcalm in Marble Arch.

Mandeep the manager was great as we was originally booked into the Marble Arch hotel

I will always recommend this branch, as I have been to M by Montcalm Shoreditch and Marble Arch which the customer service cannot compare the level of rudeness as a paying customer.

The breakfast is nice and many kinds of food.

Excellent place to stay, lovely room and the food was superb.

It has very nice sofa's, an awesome view, very good food and tasty cocktails.

The views and decor was gorgeous and the Aviary restaurant had the most beautiful decor and bird decorations.

Shoutout to the bar staff for making me banging cocktails.

Several restaurants, complimentary breakfast, comfortable beds and heated bathroom floors.

From requesting taxi, booking our dinner restaurant, searching or trip activities, train schedules, airports transportation, and most important of them all is celebrating my birthday.

We were welcomed by Dilwar who helped us with the bags and advised us about restaurants near by.

Thanks also to Daniel from the Montcalm for the cocktail recommendations!

We visited the pool, jacuzzi, sauna and steam room as well as eating dinner at the average and even enjoying breakfast in bed after waking up in the morning.

The best part of this hotel was the roof top bar where we enjoyed some truly delicious cocktails while looking out over London.

Great service in the aviary for food and drinks too.

The food was amazing and the rooftop bar is the best.

Whilst we was staying I ordered room service and it was very quick and efficient and we was greeted by a lovely member of staff.

Loved the food and service, staff (Swati) was really sweet 
maybe the choice of food was not enough,

We had the continental breakfast in the upstairs retaurant which was delicious, there was a wide selection of food and pastries.

Do pop up to the Aviary restaurant on the rooftop before or after your visit.

We enjoyed the spa area, the food waiting for us in the room straight after and of course the birthday decoration the cake and wine!

The spa was an added bonus along with the rooftop bar, the food and drink of which were exceptional.

Nice guys, Nice room and nice service for me in the midnight.

Greeted at the door, bags taken off us, offers of a seat, drinks, escorted to the room, complimentary water and wine in including balloons and petals on the bed for a special birthday.

The room was spacious and kitted out with everything we needed for our short stay (coffee machine, hair dryer and iron).

Mary then kindly showed us up to our room where our bed was scattered with rose petals and balloons.

We arrived to drinks and macaroons and taken up to our room with a free upgrade of floor to ceiling windows.

I then had a lovely woman called Sara who helped me to my room, showed me how everything works and she was super kind and helpful.

We will be back. Love Jo and Leanne x  room 228  ;)

Room was amazing and also had left me a birthday surprise of balloons and wine 🥳

Our room was upgraded and complimentary breakfast was provided by night manager Mohmodul.

Kaloyau,Vlad and Dilwar at reception arranged a room for me

The rooms are awesome with beautiful views and well to equipped and the breakfast was top class.

Not one rude member of staff all so lovely!

The staff were rude and no customer service except two staff Alex and Sophia who went extra miles and did not follow the trend of rudeness of the hotel.

A manager in the  bar gave out to us and was extremely rude for sitting in seats that she had reserved

Only problems were a very rude Bar Manage in the downstairs lobby bar and the pool booking for children rules and the fact that the rules are not communicated in advance or consistently applied to all guests.

It was so funny people watching whilst we were drinking our coffee & watching the normal members of public booking in, in such a rush & sometimes rude why I’ll never know!!

An hour for a cup of tea.. All the staff are so rude.

However, she failed to mention that changing facilities were not available, and then when we arrived for a booked slot at the spa, the lady at the spa reception was rather rude to us because we did not have/were wearing the gowns and towels that apparently were provided in the rooms.

The service we received was absolutely amazing.

Amazing service at check in and check out.

This was a birthday celebration with my partner and it was an amazing stay and I would book again for 2 nights ti make use of the hotel facilities and the rooftop bar all staff were amazing thank you to Mary guest services 
Look forward to seeing you again very soon

Mahmodul, Kaloyan & Raul really looked after us
Great service!

Recently stayed at the hotel completely amazed at their amazing customer service

These gentlemen are amazing thank you for the exceptional service.

Thank you to the reception team, Mary and January for their excellent service!

Amazing service would definitely recommend.

The staff was incredible, mary and Daniel were very accommodating, friendly, the team is smiling and beautiful, the hotel and the service is incredible, I highly recommend!

Outstanding service especially the night team Kaloyan Raul Dilwar & mahmodud.

Excellent service from start to finish the hotel staff were so helpful especially Kaloyan, Raul and Dilwar.

What is so excellent you might be asking - from being greeted at the grand entrance, to personalised customer service, to being escorted to your room, to being welcomed by a bottle of wine and sweet treats - I can go on.

Wouldnt know where to begin, exceptional service with the addition of very high, consistent standards.

The customer service in this hotel is very good, all of the staff were friendly and always willing to help.

Good service and warm welcome by all the staff.

They really made us feel welcomed from the start, service was excellent, hotel room was fantastic and the hotel had a great gym spa area to take advantage of.

It was a bit slow, and made weird noises a few times,

Drink prices far too high & roof top staff very slow to serve

It was busy because of Bank Holiday so the service in the club lounge was slow

but the electronic touch screen to control air con and lighting was slow and unresponsive.

We found that the screen was also very slow to respond, taking away from the luxury feel of the hotel.

Only slight criticism was the slow service during our Igloo experience.

Also, there was a few Stains on the carpet which we didn't expect for a 4 star hotel,

Housekeeping services my room was always spotless, I’m OCD so I would do my own little checks and just one night  out of 7 nights I had to point out minor stains on the bedding, when I mentioned it.

but the room provided was dirty - large stain on the bedsheet, dust from the aircon vent stuck to the wall, hairs in the bathroom and chair in the main room and also an assortment of small debris in the bed itself.

Everything looked a bit old, paint was scraped off several places, cabinet doors didnt close properly, carpet had stains and so did the bathroom.

The room would score a 4/5 on cleanliness, there were some dusty surfaces and a sticky stain on the leather chair, the carpet needs a deep hoover as the fibres get on everything.

We stayed here for a weekend upon arrival we were given a dirty room which smelt of urine and sweat and had urine stains in the bathroom.

Bath robe has make up stain on the collar.

Photos show stain on wall, that furniture was broken and draw would only stay shut with paper in it, the curtains didn’t close properly and there was a ladies underwear sanitary sticker left stuck in some furniture.

We stayed in a club room and whilst spacious, there were stains on the carpet and a general run down feel to the place.

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