I had a very disappointing experience at Thistle Marble Arch, mainly due to poor customer service and misleading information. I specifically requested a soundproof room and was assured it was, but I could still hear other guests closing doors, and at 4 AM, the sound of showers was extremely loud. Additionally, whenever other guests used the bathroom sink, I could hear water flow and pump noises coming into my room. On top of that, the fridge in my room was incredibly noisy, making it impossible to sleep.
When I raised these issues with reception, they made excuses, questioning why I hadn’t contacted them at night. The truth is, I tried multiple times, but no one answered the phone. When I finally spoke to them in the morning and requested compensation or a partial refund, they refused outright. The morning manager, John, was unprofessional and dismissive, making the experience worse.
Additionally, when I checked in, I was given a room on the seventh floor but was left to find it myself, which took me over 15 minutes. Even three-star hotels offer better service.
I had seen negative reviews about this hotel but gave it a chance—I regret that decision. If you value good sleep and proper service, avoid this hotel. At £185 for one night, I expected far better. Do not book if you don’t want to be disappointed!