Grosvenor House, A JW Marriott Hotel, is ideally located, on one of the most prestigious streets in London, in the Mayfair district, steps from Hyde Park and just a short trip from Oxford Street, Buckingham Palace and the London Eye.
Unfortunately, although other guests rate the hotel highly, I can only review base upon my recent stay and an equally poor stay a couple of years ago. From the initial check in process it was an experience that I won't repeat. Initially we were told that our room was not ready, which is fine, because they needed to put the extra bed for our son into the room but it would be ready within half an hour and they would contact yes as soon as it was. An hour later we returned to check-in as we hadn't heard anything and the room still wasn't ready. After another half an hour it was finally ready but when we got to the room there was no additional bed. So back to reception and eventually we get an extra bed, however it takes all of 2 minutes to be placed and is literally dumped in the middle of the floor with sharp objects around it and leaving no room to move. So an obvious initial lie regarding why the room was not ready. After further discussions reception agreed to move us to another room and as we were going out said everything would be organised for our return. We arrived back after the theatre of course there was no additional bed in the room. It was eventually sorted out but we still had to move it ourselves as it wasn't placed where we had requested it. Through all this really only one member of staff seemed actually interested in helping us to sort out our problems. Although the right things were said by others it was a case of blaming others and not ensuring that the problem was rectified. In a supposedly luxury hotel this really is unacceptable. The actual room, supposedly a suite, was also poor. On the website it does say that rooms have views of Hyde Park or Mayfair. Both of our rooms had an internal view of the very "pretty" air conditioning pipework not exactly as advertised. The bath we couldn't use as the surface had worn off and the sink had a crack in it. The room however was fairly clean. Breakfast was included with our package and we did check before sitting down in the restaurant however we were charged an additional fee on our billing. We did query this and it was taken off but we didn't go back for breakfast in additional days in case we were charged again as by that time we had lost the will to complain further. Check out was very good and we were extremely happy to leave. For a hotel with supposedly high standards I feel that the ongoing problems were unacceptable and really should have been dealt with much more effectively by the front of house team. In reality they didn't really seem to care and I do feel that the website should be much clearer with regard to views from the rooms. We weren't expecting a fabulous view as it was by no means one of the better rooms but if they advertise the rooms as having views of Hyde Park or Mayfair then at least a brief glimpse of either should be in order not an internal view of pipes and grotty brickwork. I would certainly not recommend this property to anyone.
"great value for the price, using amex plat"
rooms were nice, clean, comfortable but small. bathroom was likewise small with a combo shower/tub. the hotel is a 5 to 10 minute walk to Underground Tube, a few mins to bus stop. Taxis were always available but it was typically much faster to take the Tube. The location is nice because it is quiet but that does mean some additional walking. The best part of the deal is the executive lounge. the staff were all exceedingly helpful and pleasant. The breakfast was good. I loved trying the various British sodas. Complementary adult beverages are limited to certain times. Exec Lounge is included with Marriott gold status, which is automatic with Amex Plat.
We had a wonderful experience at The Grosvenor. The staff was very helpful, the rooms were beautiful, quiet, and spacious enough for a regular room. Bathroom was big and beautiful. The executive lounge was fantastic - Breakfast, afternoon tea with scones, happy hour, AND a tasty light dinner every night. I miss the lounge! I will stay here any time I visit London.
Hotel was great location is perfect it is in the middle of everything. We had a package that included breakfast and breakfast was whatever you want. The only con: I could think of was you have to pay for wifi in the room and it was 10£ a day if I remember right but free in the lobby so that was not good, but even with that we are hoping to go back May of 2017
"Great location on edge of Mayfair"
Checking in was smooth and efficient and our room on 5th floor was nicely laid out. Only gripe would be that you had to climb into bath to take a shower, which may inhibit less mobile customers. Breakfast in JW Steakhouse was first class with a wide choice of continental buffet and/or full Cooke breakfast. Our waitress , Claudia, provided excellent service here throughout our 2 day stay and was very informative and attentive. Very nice monitors in the JW bar in the evening. Fast, efficient check out service. Defiately stay again.
Credit cards accepted by the hotel: Visa - MasterCard
Check-in: 3:00 PM , Check-out: 12:00 PM