Thistle London Marble Arch

The rooms were spacious and clean. We didn’t have any issues with noise. Beds were comfortable, including the rollaway bed that was needed. Unfortunately, the initial impression of the hotel was not good. There was no elevator to get to first floor reception and location was not made clear to me. Had to take the service elevator up. It was slow and dirty and opened into the service area of the hotel. when I brought my family up to our rooms, that was the first impression made and led to serious doubts on the type of hotel I had booked. Once in the room, we were pleasantly surprised. The main elevator into the lobby was always full and slow and it did not go all the way to the ground floor, which also led to frustration at the end of our trip. I just wish that our arrival and departure experience was as good as our experience with the stay. Perhaps if they had another elevator available for luggage that opened into the regular hallway instead of the service area (which was dirty and rundown).

There was a baby cockroach sharing the room, and likely their family too. The pillows stank of smoke. There is an impossible situation with only two lifts, of which one was out of order, and it’s impossible to find the correct stairs. There were many elderly people but I would say you need good mobility for wondering about to find a way out, and also to get into the bath to shower. On the plus side the room was spacious and very central. Very expensive for a tired old hotel.

We had a lovely stay in this hotel, great location and everything we needed. We had a room with two single beds and a sofa bed. This kids slept on the sofa bed as it’s too small for adults, but it was great to have a sofa and room to move around during the day. We were on the executive floors so had breakfast there which was okay and we had room service which had good options for dinner. Points of feedback would be to note the lifts and escalators were often under repair (fine for us) and there didn’t seem to be any info written down like breakfast times etc.

Lovely hotel, very comfortable large family room. We left our passports by mistake in hotel safe but received a phone call as soon as staff found them, excellent service, especially Natalie F, Guest Services

We had a family room ,catering should reflect that 3 people are in the room ,only 2 tall glasses ,mugs and one coffee cup supplied ,when requested from reception we got another towel and a can of Coke .yea and milk not restocked each day ,got more mikk and tea when requested but more green tea wasn’t great when we already had a shed load to start with .don’t think they liked a bit of complaining .no mention of ongoing lift maintenance when we booked ,took around 20 ministers each time the lift was used.exclusive executive lounge had plenty of drink but a hit or a miss for food/nibbles empty trays on two visits .

Hotel is in a great location, lots to do in terms of dining and tourist attractions. Cute bars in the area. We (3 adults) stayed in the family room, one bed sofa bed. Room was nice and spacious. Downside was the elevator is slow and it was a long walk to our room from the elevator. One other thing that really bothered me was that we ordered in one night and forgot to request for cutlery, so I called room service for plates and they quoted me $5 pounds just for 3 plates. I think that was a little ridiculous especially after the amount I paid per night at this hotel. Otherwise good location.

This property has 4 elevators that go up to the room floors. They are small and 2 of them were not working during our stay. We spent an inordinate amount of time waiting around, and riding in packed elevators. Our room was clean and perfectly fine, but we were right by the elevator on our floor and it was a little noisy, as there were always people waiting to get down to the lobby. The neighborhood is not that nice to stay in. There aren't many restaurants to choose from and, aside from Hyde Park, the only attraction here is shopping. Selfridges, luxury goods, chain stores and touristy shops. We basically only slept here, but spent all of our time in more interesting parts of the city. There are no elevators at the closest Underground stop (Marble Arch) and the escalators were partially out of service the whole week we were there. Selecting a hotel close by a station was important to me, but we ended up taking the longer walk to the Bond Street station several times for this reason. Something to keep in mind if you have suitcases, small children, strollers, wheelchairs, etc.

Trying to get room service was impossible. I tried to order soup and the staff member thought I was ordering a potato - I kid you not. Staff from housekeeping (presumably a supervisor) shouted at me and tried to start an argument with me twice, whilst I was with my young daughter trying to enter my room, because I’d got the check out time wrong. My daughter has disabilities and was reduced to tears. Nice end to our stay. My daughter has

Great base for a family trip sightseeing.

Hotel had a water leak 3 days before we arrived but did not bother to tell us until we were attempting to check-in with two small children. I had purposely chose this hotel for its location so I could be walking distance to activities I had booked for the kids. The staff was unapologetic and rehoused us to their Holborn branch which had no ramp access. We had to lift two children and pushchairs up and down stairs every single time we entered or left the hotel. Absolute nightmare trip, our costs were tripled as we kept needing to get taxis back to the Marble Arch area where we were supposed to be staying. I asked the staff why they didn’t let us know about the leak and there was no remorse nor any offer of making it up to us.