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Reviews of Park Grand Marble Arch

5 out of 5
Park Grand Marble Arch
31 Great Cumberland Place, London, England

Reviews

7.0

Good

Rating 10 - Excellent. 127 out of 452 reviews" "
Rating 8 - Good. 126 out of 452 reviews" "
Rating 6 - Okay. 72 out of 452 reviews" "
Rating 4 - Poor. 62 out of 452 reviews" "
Rating 2 - Terrible. 65 out of 452 reviews" "

7.8/10

Cleanliness

7.8/10

Staff & service

6.0/10

Amenities

7.2/10

Property conditions & facilities

6.4/10

Eco-friendliness

Reviews

10/10 Excellent

Susan

Stayed 1 night in Mar 2024

4/10 Poor

Cassandra

Business traveler, Traveled with partner
Liked: Staff & service
Disliked: Cleanliness, amenities
The entrance to the hotel was nice. Reception staff were pleasant. When we walked in the room it smelled of cigarette smoke with air freshener over the top. The room itself was clean but quite small. Fine for 1 night but not a longer stay. The bathroom however was quite disgusting and in much need of renovation. Loose floor tiles and wall tiles. The shower cubicle obviously leaks and there has been some awful silicon work done to try and fix it. Dirty marks and limescale everywhere, which is pretty obvious in a black and silver room. The wooden vanity unity was all corroded where water has ingressed over time. All of this resulted in a very strong mouldy mildew smell that was quite overpowering. Even with the door shut i could still smell it whilst laying in bed. We didn't want to use the shower because it was so gross. Very unexpected for £210 a night. Disappointed and wouldn't stay again.
Stayed 1 night in Feb 2024

8/10 Good

Neil

Stayed 1 night in Feb 2024

2/10 Terrible

Laurence

Business traveler, Traveled with partner
Liked: Staff & service
Disliked: Cleanliness
Great location. However, the rooms I thought I was booking weren’t as shown in the images and one Room has a smell of smoke
Stayed 1 night in Jan 2024
Response from Jade Brito on Feb 7, 2024
Dear Laurence,We deeply apologize for the inconvenience we hope you can give us a chance soon, with me overseeing your stay from start to finish.Kind regards,

2/10 Terrible

Alex, Richmond

Business traveler
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
They allow my booking to go through and on arrival at reception, they outsource it to a different hotel of inferior quality with the excuse that there is maintenance issues. This hotel should be removed from Expedia immediately.
Stayed 1 night in Jan 2024
Response from Jade Brito on Feb 7, 2024
Dear Alex,We deeply apologize for the inconvenience we hope you can give us a chance soon, with me overseeing your stay from start to finish.Kind regards,

8/10 Good

bayazeed

Stayed 2 nights in Dec 2023
Response from Jade Brito on Feb 7, 2024
Dear Bayazeed,Many thanks for your lovely review.We look forward to welcoming you back soon!Kind regards,

2/10 Terrible

Zehra

Business traveler
Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 3 nights in Nov 2023

2/10 Terrible

Hassan

Liked: Cleanliness, staff & service
Disliked: Amenities, property conditions & facilities
Not a as advertised. The condition of the hotel is not a five star and walls have zero sound proofing.
Stayed 1 night in Nov 2023

6/10 Okay

Abdulaziz

Traveled with group
Liked: Cleanliness, staff & service, property conditions & facilities
Rooms are very small. They moved us to the hotel at 31 because 34 was under construction. We asked the staff for the room to be cleaned at 3pm and ignored our request
Stayed 5 nights in Oct 2023
Response from Jade Brito on Nov 1, 2023
Dear Abdulaziz,Thank you for your feedback, it helps us to improve our services.We will investigate this matter with the reception staff and on behalf of our team we do apologize. We hope to welcome you back in the near future.Kind regards

10/10 Excellent

alice

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Friendly staff
Stayed 1 night in Oct 2023
Response from Jade Brito on Nov 1, 2023
Dear Alice,Thank you for your feedback, on behalf of all our team we hope to welcome you back in the near future!Kind regards,

4/10 Poor

Hussain

Traveled with group
Disliked: Property conditions & facilities, room comfort
Stayed 5 nights in Oct 2023
Response from Jade Brito on Nov 1, 2023
Dear Hussain,Thank you for your feedback, we hope to welcome you back in the near future!Kind regards,

4/10 Poor

Bryony

Traveled with partner
The room was falling apart. The shower knob was coming off, tiles were missing, things didn’t work, the carpet felt gross and our sheets were stained. Wouldn’t recommend
Stayed 2 nights in Sep 2023
Response from Jade Brito on Nov 1, 2023
Dear Bryoni,Thank you for your feedback we will scalate this issues to all our different departments, in behalf of all our team we do apologise and we hope to welcome you back in the near future!Kind regards,

8/10 Good

Sami

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
We walked to Mayfair for afternoon tea and dinner.
Stayed 1 night in Sep 2023
Response from Jade Brito on Nov 1, 2023
Dear Sami,Thank you for your feedback, we hope to welcome you back in the near future!Kind regards,

10/10 Excellent

David

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Sep 2023
Response from Jade Brito on Nov 1, 2023
Dear DavidThank you for your kind feedback, we hope to welcome you back in the near future!Kind regards,

10/10 Excellent

Orlando

Liked: Cleanliness, amenities
Top Class
Stayed 1 night in Aug 2023

2/10 Terrible

Zarina

Stayed 2 nights in Aug 2023

10/10 Excellent

Ahmad

Business traveler
Liked: Cleanliness, property conditions & facilities, room comfort
Great little hotel in a very strategic location
Excellent location, nice rooms, helpful staff, but limited room service
Stayed 3 nights in Aug 2023

4/10 Poor

Verified traveler

Traveled with group
Disliked: Staff & service, property conditions & facilities, room comfort
This hotel is not 5 star hotel. At best a 3 star. They offer a club room without a club lounge?
Stayed 2 nights in Jul 2023

10/10 Excellent

Jessica

Traveled with group
Liked: Staff & service, property conditions & facilities
Everything was perfect apart from our dressing table not being clean upon arrival. There was still pink lipstick marks on the glass table from the previous guests? I don’t know how long it was there for prior to our arrival.
Stayed 2 nights in Jul 2023

4/10 Poor

Judith

Traveled with family
Rooms were ok, not cleaned properly, check in not only time, rooms not as advertised
Stayed 1 night in Jul 2023

6/10 Okay

Charlotte

Liked: Cleanliness, staff & service, room comfort
Needs improvement
Staff are lovely. Rooms need some updating. Windows rickety & don’t close properly (we had 3 rooms in total), curtains are in poor condition. Needs some money spent on it
Stayed 1 night in Jun 2023

2/10 Terrible

Liam

Stayed 2 nights in Jun 2023

8/10 Good

KATHLEEN, BELMONT

Stayed 2 nights in Jun 2023

10/10 Excellent

Robert

Liked: Cleanliness, staff & service, property conditions & facilities
It was very enjoyable - Ishouod have booked a bigger room
Stayed 3 nights in May 2023

2/10 Terrible

Nisreen

Liked: Cleanliness, staff & service
Stayed 1 night in May 2023

4/10 Poor

Chloe

Liked: Staff & service
Stayed 1 night in May 2023

10/10 Excellent

Sherrie

Stayed 1 night in May 2023

6/10 Okay

Mr Daniel

Disliked: Cleanliness, property conditions & facilities
Stayed 1 night in Apr 2023

8/10 Good

SOUBEYRAN

Business traveler
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Quiet area, nice teammates, spacious and clean room, there are just some moths :(
Stayed 1 night in Apr 2023

4/10 Poor

James

Disliked: Cleanliness
3 star at best.
3 star B&B. If you need somewhere to sleep in the nicest part of London then its fine. Wish i read the reviews before booking. Room was dirty, broken lamp and mirror, toilet flush fell out. Breakfast is a a cheap buffet. I really have had better breakfast in 3 star B&Bs. Deluxe double is the size of a broom cupboard. Half used shampoo bottles in shower!.
Stayed 2 nights in Apr 2023

2/10 Terrible

Clare

Business traveler
Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Awful customer service!
Awful customer service terrible reception staff! Would not accept my card payment. Staff would then not allow me to leave the building even though I said I had another card in my car. Then I have ended up paying twice so I need a refund. Will never stay again!
Stayed 2 nights in Apr 2023

4/10 Poor

angela

Traveled with partner
Disliked: Amenities, property conditions & facilities
We booked the room as it was stated to be 'bigger than others in London'. When we were shown to the room it was little bigger than a double bed. I went to reception to ask that what I was given was the deluxe double as the size of the room was tiny and the receptionist couldn't really be bothered with me and just kept answering yes to every question. The room itself was shabby with worn carpet, holes in the headboard, missing items like robes and mini bar and a cracked sink in the extremely small shower room- not the 4 star luxury hotel that we were sold and overall very disappointing. The attitude of the receptionist was really the worst I have encountered- but the other staff at the hotel were all very good and helpful.
Stayed 1 night in Apr 2023

8/10 Good

John

Stayed 1 night in Mar 2023

4/10 Poor

Emily

Stayed 1 night in Mar 2023

8/10 Good

Ali

Traveled with partner
Liked: Staff & service
Great location if you want to stay close to Oxford Street. Decent sized rooms. Good service.
Stayed 9 nights in Mar 2023

4/10 Poor

Matt

Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities, room comfort
Not worth it
The picture used when book was for a better room so did no match It was the tiniest room I’ve ever stayed in.
Stayed 1 night in Mar 2023

2/10 Terrible

Ashleigh

Disliked: Cleanliness, property conditions & facilities, room comfort
AVOID THIS HOTEL!!
Stayed at this hotel for 1 night, was meant to be 2 nights but it was that bad we left! I honestly cannot believe this is awarded 5 stars more like 2 star! The windows & curtains were filthy, the bed bowed in the middle, the sink was ready to collapse as the wood underneath it had rotted away & the disgusting smell in the bathroom put me off even having a shower. I honestly couldn’t wait to check out of this hotel!
Stayed 2 nights in Mar 2023

2/10 Terrible

gareth

Business traveler
Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities, room comfort
Stayed 1 night in Mar 2023

2/10 Terrible

Verified traveler

Business traveler
Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Worst ‘4* hotel ever
Noisy basement room. No natural light no phone signal. Not clean. Expensive 4* A joke. Doesn’t deserve 1 * Never again
Stayed 1 night in Mar 2023

8/10 Good

Gordon

Traveled with family
Liked: Staff & service, property conditions & facilities
Satisfied with the hotel…will definitely come back
Stayed 5 nights in Feb 2023

10/10 Excellent

Scott

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
I stayed at the Marble Arch London for a long weekend. It was excellent. The room was very nice and the staff were so friendly. In particular I’d like to thank PooJA who really went above and beyond, she was really helpful and lovely
Stayed 4 nights in Jan 2023
Response from Edmund Balasca on Feb 27, 2023
Dear Scott We are happy to acknowledge that you have enjoyed your time with us and we look forward to welcome you back. Kind RegardsEdmund Balasca

2/10 Terrible

Ben

Disliked: Staff & service, property conditions & facilities, room comfort
Unusable
I had to leave a few hours after arriving. The mattress has completely collapsed in the centre. The room smelled of smoke and the bed was so bad I booked a hotel next door.
Stayed 1 night in Jan 2023
Response from Edmund Balasca on Feb 27, 2023
Dear Ben We are sorry you were unable to fully enjoy your time with us and that we did not exceed your expectations. We hope you can allow us a second chance to restore your faith in us.Regards Edmund Balasca

8/10 Good

Jack

Liked: Staff & service, room comfort
Reception is amazing bathroom let it down
They went the extra mile putting balloons and drinks in the room for my partners birthday the room was small and the bathroom was a little grubby
Stayed 1 night in Jan 2023
Response from Edmund Balasca on Jan 19, 2023
Dear Jack We are happy to acknowledge that our staff was able to make your stay a special one and we are sorry that the bathroom aspect has somehow affected your experience.All our staff is working very hard to improve all our services.Kind Regard Edmund Balasca Duty Manager

10/10 Excellent

Christina

Liked: Cleanliness, property conditions & facilities, room comfort
It was a superb stay for our anniversary we were made very welcome and had a lovely surprise when we arrived to our room The staff were very friendly and helpful and would certainly recommend it to others
Stayed 1 night in Jan 2023
Response from Edmund Balasca on Jan 19, 2023
Dear Christian We are delighted to acknowledge that you have enjoyed your stay with us and that our stuff was able to make your stay a special one. We hope to welcome you back soon.Kind Regard Edmund Balasca Duty Manager

8/10 Good

Wendy

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Absolutely fantastic staff ! The only complaint is that my parents room tv didn’t work and it wasn’t sorted out that evening , they ended up having to move rooms which was a bit inconvenient but did get an upgrade ! The cooked breakfast could have been a bit hotter aswell
Stayed 2 nights in Dec 2022
Response from edmund on Dec 26, 2022
Dear Wendy We much appreciate your feedback and we are doing our best to improve our services. We hope to have you back with us in the near future. Kind Regards Edmund Balasca Duty Manager

10/10 Excellent

Kai

Traveled with partner
Liked: Staff & service, amenities, property conditions & facilities
Very good stay
Stayed 1 night in Dec 2022
Response from edmund on Dec 26, 2022
Dear Kai We mauch appreciate your positive rating and we hope everything was of your satisfaction. Looking forward to have you back. Kind Regards Edmund Balasca Duty Manager

6/10 Okay

Martin

Stayed 1 night in Dec 2022
Response from edmund on Dec 26, 2022
Dear Martin Thank you for your feedback. All our staff is working hard to improve our services. Kind Regars Edmund Blasca Duty Manager

6/10 Okay

Sara

Traveled with family
Disliked: Cleanliness, amenities, property conditions & facilities
It was dirty ,the eluvator not working
Response from edmund on Dec 26, 2022
Dear Sara We are sorry that you had to experience our services in sucha a challenging time. I hope you will allow us a second chance to restore you faith in us. Kind Regards Edmund Balasca Duty Manager

2/10 Terrible

Mo

Stayed 1 night in Dec 2022

2/10 Terrible

Lorraine

Stayed 1 night in Nov 2022