After staying at the property before with a wonderful stay, this stay was not so pleasant. Although the rooms are still the same, it was the front desk staff with two different check-ins that made this stay a problem which will not allow for a return. As a Marriott Rewards Gold member, I stay at Marriott properties and W Hotels all over the world, and this by far the worst experience. I booked a room for two people arriving at different times. With my companion arriving earlier than I and both of us on international flights from the states, she arrived earlier, while I was still enroute. I added her name to the room, when I found out that we would not be arriving at the same time. They were not only rude, but did not allow her to check-in or even make an effort to contact me to confirm the reservation, stating that I had to be present. Frustratingly after waiting for about three hours until I arrived, and sleep deprived, she went ahead an reserved her own room at the top rack rate with the rude front desk agent. When I arrived, I asked the (apparently) different desk agent and inquired if my companion has arrived, and she stated that she did not and mentioned she would let me know if she did, even though, as I later found out, she was actually in the same hotel under her name and credit card. We tried to get some compensation with the manager on duty the next day, I believe a small f&b credit was issued and I believe a small discount on the room rate, when the room should have been compensated for a room with a registered guest. I am not sure what capabilities the local manager had or what she could do, however Marriott should be aware of the W London and their uniformed and rude front desk agents. They should be hospitable and not act like a nightclub doorman with selective entry discretion.…
I'm a Starwood-now Marriott Bonvoy Titanium member, generated purely though business travel. W Hotel Soho is for me by far the best choice for a usiness (or personal) trip to london. Modern stylish rooms (Smart TVs, mood lighting, with windows that open a fraction for fresh air, great showers etc); Location simply cannot be beaten - in the heart of London - where the energy is and 300m from two tube stations; The best element however was the staff - simply put they make you feel as if you are 'at home' - authentic, friendly, helpful and really anticipating one's needs. A special salute and shout-out to Barbara Szántó who from the very first morning of my stay called me by name, remembered my breakfast order and simply was a delight to communicate with. Finally - shout out for the healthy "Green" choice breakfast - both the spinach/kale shots and egg-white omelets: I had these 5 of the 7 days I stayed (April 2022) and felt just great as a result.…
5 stars for the location, service, and breakfast, but 4 star for the room design! I and my adult son decided to travel to London for a week and seeing the location of this hotel decide to stay here. Since my flight was an overnight flight, I took the Tube to Piccadilly Circus and went to hotel around 8 am. The check in team was excellent who took into account of my request for high floor and away from the Club. Since none of the rooms were available, they offered to hold the luggage and to give me a call once the room was ready. Being a Platinum Elite they offered daily breakfast which was an excellent service. The entire team at the restaurant was very nice and professional. Since this a three course breakfast, they explained how it works. Everyday they welcomed us and us staying for week, it became a routine! Now let me explain the 4 stars for the room. The room design is very modern and the bathroom and toilet walls are all opaque glass. There was no option to dressed in the bathroom since the entire floor was wet, I had to kick my son out f the room every day while I was getting ready! 😁. Otherwise, we enjoyed the place.…
As a Gold Elite Marriott Rewards member, I booked a reservation using my Rewards points, as an engagement gift for my son and his fiancé. Since I booked online using my points, I was not able to add his name to the reservation. To be truthful, I did see a note online to call Marriott Bonvoy, but there was no indication that the call had to be made at that same time. Clearly people are used to booking online and calling with requests afterwards. Long story short, it is now weeks later, and I called Marriott Bonvoy Customer Service to add his name so he would have no trouble checking in. (It's the same last name, they only need to add his first name). I called Marriott Elite customer service three different times, as well as emailing the hotel, and even a "Marriott Bonvoy Resolution Specialist" was unable to perform this simple request for me. All they could say is to cancel the entire reservation and rebook, for an additional 40,000 points (the rate jumped because it is now much closer to the date). I feel it is unbelievable that a large chain like Marriott, which is supposed to cater to customer service, cannot fulfill this simple request. Even if it was my husband's name I wanted to add to the reservation, they could not do that!!! This whole experience has been extremely frustrating. I am sure many potential customers of Marriott would be interested in how the brand treats Elite Gold members trying to use their reward stays. This would not be the case if it was a paid room.…
Another brilliant stay at the W Hotel. It’s my preferred hotel when visiting London. It’s located just off of Leceister Square just 5 minutes from Piccadilly Circus with easy access to the theatre and a multitude of restaurants, shops and entertainment. Multiple Underground lines cross cross in the area. It’s an easy walk to Regent street and Oxford Circus. The rooms are quite. I had a corner suite overlooking Chinatown but thanks to the soundproofing glass, noise was not an issue. The room was large and well appointed with sleek modern furniture, iPad control of lights, temps and entertainment. Breakfast was a highlight in the morning (my rate included it). The perception bar is worth a visit in the evening with supposedly the largest disco ball in Europe. Front desk and doormen service was impeccable. My go to hotel hands down when in London.…
The staff from reception to servers to security are top notch. Professional and friendly. My daughter and I spent 3 nights- the Away Spa was wonderful. We had citrus ritual. Even the breakfasts were fantastic-no limit to how many entrees you can order… pancakes, pumpkin bread and omelette upscale, meaning the beautiful presentation and very good. The concierges & managers were amazingly helpful and couldn’t do enough for us. The rooms are large and well stocked and organized. Only issue is that even on highest floor if you are above Perception Lounge, its loud til 2:30 am on weekends (1 during the week). They moved us immediately to a lovely room on the other side. Great hotel! Great location too.
From check-in to departure, I had a great experience. I arrived about 9:30 am after an overnight flight and the front desk found a room to get me checked in early so that I could shower, etc for my meetings that day. The hotel is in a great location...close to Leicester Square, Chinatown, Soho, shopping on Regent Street, short walk to my meetings in Mayfair, and only about a 15 minute walk to Buckingham Palace. Upon returning to my room after my meetings, guest services has had left me a mixer and a small bottle of liquor....very much appreciated it. The restaurant and bar always seemed lively but I cannot attest to the food/service as I did not eat there. Room was clean and functional for sleeping and working. I will return...in fact I already booked for my upcoming trip in May.…
Rude bar staff, table service 45 minutes not good enough. If you want to go don’t do it There is much better place in London this place Over price under delivered Toilet not exactly clean an then disrespectful bar starff. Very busy so so so far from acceptable
We stayed at W London for a week. While the hotel location is very convenient, the room is smaller than any I've stayed in outside of one night in a cramped room just off Rockefeller Center in NYC; I don't recommend a week-long stay with a "normal" amount of clothing/baggage. The breakfast staff is very friendly but seems overwhelmed some days/times. This would be a great place for an overnight visit. The details: • Bottled water is available in the room and reception lobby. Surgical masks were also available in the reception lobby • The TV/radio/entertainment channels are basically all streaming -- your account or web-based. • Decorative items in the room ("sea urchin" pillow, books) are a nice aesthetic but take up too much of the precious allotment of space in the room. • Housekeeping service was good and responsive. This is the first Marriott property (since March 2020) where I haven't had to request daily service. • Location, location, location -- next to the M&M store and the Lego store; halfway between the Piccadilly and Leister Stations • The ground level staff were pleasant, friendly, and consistently helpful throughout the week. • The bed is much lower to the ground than is comfortable for us. • The bathroom vanity is in the middle of the room and doubles as "desk" space, so this isn’t a great option for work-cations. With mirrors on all of the walls, you will want a virtual background. The Internet, however, was plenty robust throughout multiple video calls. • When the "desk" chair has been pulled out, and both occupants are "getting ready," the chair blocks the path, and it is difficult for both occupants to be moving around. • We spent a lot of (relative) time swapping around plugs and adapters to utilize the limited outlets to meet our needs. • I am looking forward to a stay at a Marriott property where the check-in staff has a computer that is "connected" and lets them see our status (Titanium) when we arrive. • Prompt service in the bar was 50-50. • The spa is open from 10am-6pm, so it's hard to avail if you are working traditional, business hours. We had one relaxing massage, and one that left us sore. (There is no “couples” room.) • One of us thought the included breakfast was “really good!” The other of us spent the week trying to figure out how to request the meal so that what came from the kitchen was actually what was wanted. • I found a hardware store nearby! • We enjoyed numerous nearby restaurants. Although this is a solid hotel, we will look for a different option next trip.…
Stayed here a couple of times as a Marriott Ambassador member. Seldom if ever get an upgrade. Rooms are trendy but small. Good team at check in and it’s the usual W theme. Breakfast is a car crash. Slow, errors and this is when it’s not busy - ended up giving up on breakfast, which was complimentary, but Pret is just easier. It’s well located for the shows, but if your not going to spend time in the room it’s not good value. Won’t stay again.
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