Dear Guest

Your feedback is incredibly important to me, thank you for taking the time to write about your stay and allowing us to learn from your experience.

Whilst I am happy that you enjoyed our service, the friendliness of our team and that you thought your bedroom was well equipped and designed (apart from the pink lounge chair of course!), I am very sorry to read that there were aspects of your stay which failed to meet your expectations. The layouts of our bathrooms do vary from room to room and I can understand that in some of our Superior Rooms the space may not work for all our guests. We do however have 5 further room categories which are all more spacious than the previous with some featuring floor space over 80 square meters and both bathtub and walk in showers. I would very much appreciate the opportunity to talk through all the available options with you prior to your next stay as I am 100% confidant we have a room that will tick both the space, design, layout and value box and ultimately leave you totally satisfied.

I also fully take on board your comments regarding the price of our room service and quality of the custard tart. All our desserts are home - made and should be freshly prepared, daily. I absolutely recognize that mistakes can be made though, and promise to look into this matter with Russell, our Executive Head Chef, as a matter of urgency and priority. I am very sorry that this was the case and would be very happy to make it up to you when you return. Our pricing models for both in room dining and our 108 Restaurant are very much in line with other Hotels (and restaurants) in our local area. We always want to offer great value and excellent quality and I am genuinely sorry that you felt let down, this was never our intention.

It is my sincere wish that you will consider us again in future; I know that we are able to not only meet but exceed your expectations and I can only hope that you will give us another opportunity to do so.

Kind regards

Frits

Frits Potgieter, Hotel Manager

Dear Guest

I am delighted you enjoyed your recent stay at the Marylebone, thank you for telling others about your experience.

It was a pleasure to read that our staff really made your stay and that the generosity and helpful nature of our service stood out. I am sorry that you found your room size to be disappointing, we do have over 7 different room categories which vary significantly in size and layout and I am very confident we have a room that will tick both the space and value box for all of our guests. I was a little unsure regarding your comment on the dampness of the carpet in your room, we do have scheduled carpet cleaning programs in place but this should not have affected your stay at all, please accept my sincere apology for any inconvenience this may have caused and also my personal assurance that I will get to the bottom of why this was the case for a newly occupied room.

I am very happy that you enjoyed your overall stay and hope we will have the pleasure of welcoming you back soon.

Best wishes

Frits

Frits Potgieter, Hotel Manager