City view

Reviews of Thistle London Marble Arch

4 out of 5
Thistle London Marble Arch
Bryanston Street, Marble Arch, London, England

Reviews

8.2

Very good

Rating 10 - Excellent. 409 out of 1017 reviews" "
Rating 8 - Good. 376 out of 1017 reviews" "
Rating 6 - Okay. 119 out of 1017 reviews" "
Rating 4 - Poor. 62 out of 1017 reviews" "
Rating 2 - Terrible. 51 out of 1017 reviews" "

8.2/10

Cleanliness

8.2/10

Staff & service

7.8/10

Amenities

8.0/10

Property conditions & facilities

7.6/10

Eco-friendliness

Reviews

8/10 Good

Julie

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The property is in an excellent location for lots of sights. The decor is lovely and the rooms very spacious and comfortable. The staff are always willing to help and very friendly. The only downside is both in the breakfast room and the servicing of rooms, there did t seem to be enough staff to complete all the tasks required of them. Would definitely stay again.
Stayed 4 nights in Mar 2024
Response from Tony Hill, General Manager on 27 Mar 2024
Dear Julie, On behalf of the entire team here at Thistle Marble Arch Hotel, thank you so much for having taken the time to share this wonderful review following your recent stay with us. I am delighted to see that the quality of the service provided contributed positively to an enjoyable stay and hope to have the pleasure of welcoming you back here the next time your travels take you to London. Should you ever require any assistance with making future reservations, I remain entirely at your disposal. Kind Regards,

4/10 Poor

Siannagh

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Honestly, could not fault check in, or the check in staff. The room was a good size in a great location but someone entered our room at 8.45am during our stay without ringing the bell - it was a huge invasion of privacy and I still don't know whether it was staff or another hotel guest. Check out wasnt until 11am and surely any housekeeping know when a room has checked out. I've never been more mortified or had such a thing happen during a stay at a hotel.
Stayed 1 night in Mar 2024
Response from Tony Hill on 26 Mar 2024
Dear Siannagh,Thank you for completing our online survey, we really do appreciate our guests taking the time to share their experiences with us. Our team constantly strives to provide excellent customer service and create memorable moments and it extremely disappointing to hear that we did not do this during your recent stay. I will address your issue and assure you that poor service is not typical of Thistle London Marble Arch. Again, my sincere apologies and hoping that you may give us another chance when you are next visiting London. Yours sincerely, Tony Hill General Manager

8/10 Good

Terri

Liked: Cleanliness, staff & service, property conditions & facilities
Conveniently located near Hyde park and transportation and shopping and dining
Stayed 2 nights in Mar 2024
Response from Tony Hill on 25 Mar 2024
Dear Terri, On behalf of the entire team here at Thistle Marble Arch Hotel, thank you so much for having taken the time to share this wonderful review following your recent stay with us. I am delighted to see that the quality of the service provided contributed positively to an enjoyable stay and hope to have the pleasure of welcoming you back here the next time your travels take you to London. Should you ever require any assistance with making future reservations, I remain entirely at your disposal. Kind Regards, Tony Hill General Manager

8/10 Good

Christian, Los Angeles

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Marble Arch is near Hyde Park, Oxford Circus, and Mayfair. So great restaurants, great shopping, and wonderful walks. But also many homeless refugees sleeping on the streets nearby. Heartbreaking to see but not surprising in a city. 2 of the 4 elevators being upgraded, so can get crowded. Plan to wait for the lift. No laundromat in the building so washes can be very pricey. But complimentary water, soda, and Nespresso in the room.
Stayed 8 nights in Mar 2024
Response from Tony Hill on 25 Mar 2024
Dear Christian, On behalf of the entire team here at Thistle Marble Arch Hotel, thank you so much for having taken the time to share this wonderful review following your recent stay with us. I am delighted to see that the quality of the service provided contributed positively to an enjoyable stay and hope to have the pleasure of welcoming you back here the next time your travels take you to London. Should you ever require any assistance with making future reservations, I remain entirely at your disposal. Kind Regards, Tony Hill General Manager

8/10 Good

Stephen

Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Excellent stay. Great staff particularly Anastasia on reception - could not have been more helpful. Would stay again
Stayed 2 nights in Mar 2024
Response from Tony Hill, General Manager on 24 Mar 2024
On behalf of the entire team here at Thistle Marble Arch Hotel, thank you so much for having taken the time to share this wonderful review following your recent stay with us. I am delighted to see that the quality of the service provided contributed positively to an enjoyable stay and hope to have the pleasure of welcoming you back here the next time your travels take you to London. Should you ever require any assistance with making future reservations, I remain entirely at your disposal. Kind Regards, Tony Hill General Manager

10/10 Excellent

Stacy

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Lovely hotel right off Oxford Street. Great location. Friendly staff, clean room. Serviced daily.
Stayed 6 nights in Mar 2024
Response from Tony Hill on 24 Mar 2024
On behalf of the entire team here at Thistle Marble Arch Hotel, thank you so much for having taken the time to share this wonderful review following your recent stay with us. I am delighted to see that the quality of the service provided contributed positively to an enjoyable stay and hope to have the pleasure of welcoming you back here the next time your travels take you to London. Should you ever require any assistance with making future reservations, I remain entirely at your disposal. Kind Regards, Tony Hill General Manager

10/10 Excellent

Christine

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Staff was very helpful and friendly, especially front desk associate Zeynep. She went above and beyond to get us a room that was in the higher floors and a bit quieter…as we were so tired from jet lag. The hotel is so conveniently close to public transportation and walkable to distances to sites like Hyde Park, Oxford street, and Selfridges (in 5 mins).
Stayed 6 nights in Mar 2024
Response from Tony Hill on 24 Mar 2024
On behalf of the entire team here at Thistle Marble Arch Hotel, thank you so much for having taken the time to share this wonderful review following your recent stay with us. I am delighted to see that the quality of the service provided contributed positively to an enjoyable stay and hope to have the pleasure of welcoming you back here the next time your travels take you to London. Should you ever require any assistance with making future reservations, I remain entirely at your disposal. Kind Regards, Tony Hill General Manager

6/10 Okay

Anne-Marie

Business traveller
Liked: Cleanliness, amenities, property conditions & facilities
I expected a higher level of customer service for a premium hotel. Check in was clumsy, breakfast was disappointing and despite giving feedback at checkout, I don't feel that it was important to the hotel staff member that I was disappointed in my stay. I wouldn't choose the hotel again.
Stayed 1 night in Mar 2024
Response from Tony Hill on 24 Mar 2024
Thank you for completing our online survey, we really do appreciate our guests taking the time to share their experiences with us. Our team constantly strives to provide excellent customer service and create memorable moments and it extremely disappointing to hear that we did not do this during your recent stay. I will address your issue and assure you that poor service is not typical of Thistle London Marble Arch. Again, my sincere apologies and hoping that you may give us another chance when you are next visiting London. Yours sincerely, Tony Hill General Manager

10/10 Excellent

RAYMOND, LAUGHLIN

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Bellmen were terrific, hats off to Tony. Reception was quick and easy, knowledgeable Restaurant staff was quick and helped with everything..
Stayed 5 nights in Mar 2024
Response from Tony Hill, General Manager on 19 Mar 2024
On behalf of Tony and the entire team here at Thistle Marble Arch Hotel, thank you so much for having taken the time to share this wonderful review following your recent stay with us.I am delighted to see that the quality of the service provided contributed positively to an enjoyable stay and hope to have the pleasure of welcoming you back here the next time your travels take you to London.Should you ever require any assistance with making future reservations, I remain entirely at your disposal.Kind Regards,Tony Hill

6/10 Okay

Jarrett

Liked: Cleanliness, staff & service
Stayed 2 nights in Mar 2024
Response from Tony Hill, General Manager on 19 Mar 2024
On behalf of the entire team here at Thistle Marble Arch Hotel, thank you so much for having taken the time to share this wonderful review following your recent stay with us.I am delighted to see that the quality of the service provided contributed positively to an enjoyable stay and hope to have the pleasure of welcoming you back here the next time your travels take you to London.Should you ever require any assistance with making future reservations, I remain entirely at your disposal.Kind Regards,Tony Hill

10/10 Excellent

Naila

Travelled with group
Liked: Staff & service, property conditions & facilities
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.
Stayed 2 nights in Mar 2024
Response from Tony Hill General Manager on 18 Mar 2024
Dear Naila, Thank you for the review, we really do appreciate our guests taking the time to share their experiences with us. Our team constantly strives to provide excellent customer service and create memorable moments and it extremely disappointing to hear that we did not do this during your recent stay. We are currently refurbishing two out of our four lifts, and we understand this has caused you great inconvenience; however, we hope that this will improve our guest experience once the works are completed. Kind regards,

8/10 Good

Simon

Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
We enjoyed our birthday weekend stay at the hotel. The twin rooms are massive and on the top floor, so we didn’t have too much noise. A bit of noise from guests arriving late but that’s expected in most hotels you stay of this size. Great staff. However, collecting our bags at the end of the day was a bit of a mess! They need to sort out a better system as we shouldn’t need to go into the luggage hold room to try and find our suitcases out of hundreds in there!
Stayed 2 nights in Mar 2024
Response from Tony Hill General Manager on 17 Mar 2024
Dear Simon, On behalf of the entire team here at Thistle Marble Arch Hotel, thank you so much for having taken the time to share this wonderful review following your recent stay with us. I am delighted to see that the quality of the service provided contributed positively to an enjoyable stay and hope to have the pleasure of welcoming you back here the next time your travels take you to London. Should you ever require any assistance with making future reservations, I remain entirely at your disposal. Kind Regards,

10/10 Excellent

Victoria

Business traveller
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Ideally located in the centre of everything. 2 min walk to the underground and the rooms were clean, spacious and quiet. Breakfast was a great varied selection and there are plenty of other bars and restaurants to chose from in the hotel and the surrounding area.
Stayed 2 nights in Mar 2024
Response from Tony Hill on 12 Mar 2024
Dear Victoria, On behalf of the entire team here at Thistle Marble Arch Hotel, thank you so much for having taken the time to share this wonderful review following your recent stay with us. I am delighted to see that the quality of the service provided contributed positively to an enjoyable stay and hope to have the pleasure of welcoming you back here the next time your travels take you to London. Should you ever require any assistance with making future reservations, I remain entirely at your disposal. Kind Regards, Tony Hill General Manager

8/10 Good

Andrew Bastarache

Liked: Cleanliness, staff & service, property conditions & facilities
Great hotel. Located near shopping and restaurants. Near marble arch punks transit station.
Stayed 3 nights in Mar 2024
Response from Thistle Hotel Marble Arch on 11 Mar 2024
Thank you for the review, we really do appreciate our guests taking the time to share their experiences with us. Our team constantly strives to provide excellent customer service and create memorable moments and it extremely disappointing to hear that we did not do this during your recent stay. We are currently refurbishing two out of our four lifts, and we understand this has caused you great inconvenience; however, we hope that this will improve our guest experience once the works are completed. Kind regards,

10/10 Excellent

Graeme

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great place location and facilities
Stayed 2 nights in Mar 2024
Response from Tony Hill on 11 Mar 2024
On behalf of the entire team here at Thistle Marble Arch Hotel, thank you so much for having taken the time to share this wonderful review following your recent stay with us. I am delighted to see that the quality of the service provided contributed positively to an enjoyable stay and hope to have the pleasure of welcoming you back here the next time your travels take you to London. Should you ever require any assistance with making future reservations, I remain entirely at your disposal. Kind Regards, Tony Hill General Manager

8/10 Good

Anna

Travelled with family
Liked: Cleanliness, staff & service, amenities
Took me a while to find the coffee but the room was great!
Stayed 3 nights in Mar 2024
Response from Tony Hill on 20 Mar 2024
On behalf of the entire team here at Thistle Marble Arch Hotel, thank you so much for having taken the time to share this wonderful review following your recent stay with us. I am delighted to see that the quality of the service provided contributed positively to an enjoyable stay and hope to have the pleasure of welcoming you back here the next time your travels take you to London. Should you ever require any assistance with making future reservations, I remain entirely at your disposal. Kind Regards, Tony Hill General Manager

8/10 Good

Ian

Stayed 1 night in Mar 2024
Response from Tony Hill on 27 Mar 2024
Dear Ian, On behalf of the entire team here at Thistle Marble Arch Hotel, thank you so much for having taken the time to share this wonderful review following your recent stay with us. I am delighted to see that the quality of the service provided contributed positively to an enjoyable stay and hope to have the pleasure of welcoming you back here the next time your travels take you to London. Should you ever require any assistance with making future reservations, I remain entirely at your disposal. Kind Regards, Tony Hill General Manager

8/10 Good

Helen

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
It was nice the reception staff were pleasant. Whilst sat in a chair waiting to check in a cleaner came over and said I had marked all the walls with the chair. My chair was not on a wall and I was a little put out by this flippant comment. The room we had was nice - a good size for a standard double for London. Bathroom was good lots of marking where abrasive used on bathroom sink taps, the bath was clean but black around sealant. Room itself was good. Bed was OK very hard but this was personal choice not a fault of the hotel. Not sure I would return but it was fine for the purpose there are much better in London and the area for similar pricing.
Stayed 1 night in Mar 2024
Response from Tony Hill on 3 Mar 2024
Thank you for having taken the time to complete a review following your recent stay with us. I am pleased to see that your lasting impression is a positive one and hope to have the pleasure of welcoming you back at Thistle Marble Arch Hotel the next time your travels take you to London. Kind Regards, Tony Hill General Manager

8/10 Good

Jonathan

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great staff
Stayed 2 nights in Feb 2024
Response from Tony Hill on 23 Feb 2024
Thank you for having taken the time to complete a review following your recent stay with us. I am pleased to see that your lasting impression is a positive one and hope to have the pleasure of welcoming you back at Thistle Marble Arch Hotel the next time your travels take you to London. Kind Regards, Tony Hill General Manager

10/10 Excellent

Paula

Always a lovely trip whilst at The Thistle? Everyone friendly - home from home!
Stayed 1 night in Feb 2024
Response from Tony Hill on 7 Feb 2024
Thank you very much for taking some of your valuable time to share this wonderful review. I am delighted that your stay with us exceeded your expectations on all fronts and hope to have the pleasure of welcoming you back again. It would be my pleasure to assist you with any future reservation. Kind Regards Tony Hill General Manager

10/10 Excellent

Joanne

Business traveller, Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The staff and facilities are excellent , we will be back
Stayed 3 nights in Jan 2024
Response from Tony Hill on 1 Feb 2024
Thank you very much for taking some of your valuable time to share this wonderful review. I am delighted that your stay with us exceeded your expectations on all fronts and hope to have the pleasure of welcoming you back again. It would be my pleasure to assist you with any future reservation. Kind Regards Tony Hill General Manager

10/10 Excellent

ABDULAZIZ, MANAMA

Travelled with family, Business traveller
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The hotel has an excellent location and the staff are helpful
Stayed 19 nights in Jan 2024
Response from Tony Hill on 27 Jan 2024
Dear Abdulaziz, Thank you very much for taking some of your valuable time to share this wonderful review. I am delighted that your stay with us exceeded your expectations on all fronts and hope to have the pleasure of welcoming you back again. It would be my pleasure to assist you with any future reservation. Kind Regards

6/10 Okay

David

Stayed 3 nights in Jan 2024
Response from Tony Hill on 24 Jan 2024
Thank you for completing a online survey, we really do appreciate our guests taking the time to share their experiences with us. Our team constantly strives to provide excellent customer service and create memorable moments and it extremely disappointing to hear that we did not do this during your recent stay. Again, my sincere apologies and hoping that you may give us another chance when you are next visiting London. Kind regards, Tony Hill General Manager

10/10 Excellent

Miguel

Stayed 1 night in Jan 2024
Response from Tony Hill General Manager on 20 Jan 2024
Dear Miguel, Thank you very much for taking some of your valuable time to share this wonderful review. I am delighted that your stay with us exceeded your expectations on all fronts and hope to have the pleasure of welcoming you back again. It would be my pleasure to assist you with any future reservation. Kind Regards

8/10 Good

ASIF

Liked: Cleanliness, staff & service
Stayed 3 nights in Jan 2024
Response from Tony Hill on 15 Jan 2024
Thank you very much for taking some of your valuable time to share this wonderful review. I am delighted that your stay with us exceeded your expectations on all fronts and hope to have the pleasure of welcoming you back again. It would be my pleasure to assist you with any future reservation. Kind Regards Tony Hill General Manager

6/10 Okay

Victoria

Travelled with group
Stayed 1 night in Jan 2024
Response from Tony Hill on 15 Jan 2024
Thank you for completing a online survey, we really do appreciate our guests taking the time to share their experiences with us. Our team constantly strives to provide excellent customer service and create memorable moments and it extremely disappointing to hear that we did not do this during your recent stay. Again, my sincere apologies and hoping that you may give us another chance when you are next visiting London. Kind regards, Tony Hill General Manager

8/10 Good

Hector

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
large comfortable room. good breakfast apart from the croissants.
Stayed 1 night in Jan 2024
Response from Tony Hill on 9 Jan 2024
Thank you very much for taking some of your valuable time to share this wonderful review. I am delighted that your stay with us exceeded your expectations on all fronts and hope to have the pleasure of welcoming you back again. It would be my pleasure to assist you with any future reservation. Kind Regards Tony Hill General Manager

10/10 Excellent

Jody

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Anastasia was amazing!
I would like to very much thank Anastasia at the hotel for helping us to check in early which took an amazing amount of pressure off as to where we could leave bags. An amazing and considerate receptionist, that really went out of her way and I would genuinely like to say a massive thank you to Anastasia on the front desk.
Stayed 1 night in Dec 2023
Response from Tony Hill on 31 Dec 2023
Dear Jody, On behalf of the entire team here at Thistle Marble Arch Hotel, thank you so much for having taken the time to share this wonderful review following your recent stay with us. I am delighted to see that the quality of the service provided contributed positively to an enjoyable stay and hope to have the pleasure of welcoming you back here the next time your travels take you to London. Should you ever require any assistance with making future reservations, I remain entirely at your disposal. Kind Regards, Tony Hill, General Manager

10/10 Excellent

Michelle

Liked: Cleanliness, staff & service, property conditions & facilities
Very comfortable clean room in perfect location. Love the Nespresso machine
Stayed 1 night in Dec 2023
Response from Tony Hill on 26 Dec 2023
Dear Michelle, On behalf of the entire team here at Thistle Marble Arch Hotel, thank you so much for having taken the time to share this wonderful review following your recent stay with us. I am delighted to see that the quality of the service provided contributed positively to an enjoyable stay and hope to have the pleasure of welcoming you back here the next time your travels take you to London. Should you ever require any assistance with making future reservations, I remain entirely at your disposal. Kind Regards, Tony Hill, General Manager

10/10 Excellent

Jack Franklin

Stayed 4 nights in Dec 2023
Response from Tony Hill on 26 Dec 2023
Dear Jack Franklin, On behalf of the entire team here at Thistle Marble Arch Hotel, thank you so much for having taken the time to share this wonderful review following your recent stay with us. I am delighted to see that the quality of the service provided contributed positively to an enjoyable stay and hope to have the pleasure of welcoming you back here the next time your travels take you to London. Should you ever require any assistance with making future reservations, I remain entirely at your disposal. Kind Regards, Tony Hill, General Manager

6/10 Okay

Lorraine

Stayed 2 nights in Dec 2023
Response from Tony Hill on 26 Dec 2023
Dear Lorraine, Thank you for the review, we really do appreciate our guests taking the time to share their experiences with us.Our team constantly strives to provide excellent customer service and create memorable moments and it extremely disappointing to hear that we did not do this during your recent stay.I will address your issue with the team and assure you that poor service is not typical of Thistle London Marble Arch.Again, my sincere apologies and hoping that you may give us another chance when you are next visiting London.Kind Regards,Tony HillGeneral Manager

6/10 Okay

Verified traveller

Business traveller
Liked: Staff & service, property conditions & facilities, room comfort
Average stay
Nice hotel and staff but i booked a twin deluxe and on arrival found a double bed instead of two singles as requested. Complained to reception who said they would sort it and send someone up to split the beds, waited over an hour and still no one arrived. i went back to reception to ask what the update was and they said that the job was "complete" on the system. Eventually someone came up and split them into two singles. Found a hairball in the bath which wasn't pleasant and though the mini bar was included in our stay would have been nice to see a few other drinks in there other than a bottle of water and a can of coke.
Stayed 1 night in Dec 2023
Response from Tony Hill on 18 Dec 2023
Thank you for completing a online survey, we really do appreciate our guests taking the time to share their experiences with us. Our team constantly strives to provide excellent customer service and create memorable moments and it extremely disappointing to hear that we did not do this during your recent stay. I will address your issue with the team and assure you that poor service is not typical of Thistle London Marble Arch. Please be advised that we do provide more drinks in the minibar for the Executive and Apartment room category. Again, my sincere apologies and hoping that you may give us another chance when you are next visiting London. Kind regards, Tony Hill General Manager

10/10 Excellent

Georgina

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great location, very comfortable and equipped.
Stayed 2 nights in Dec 2023
Response from Tony Hill on 16 Dec 2023
On behalf of the entire team here at Thistle Marble Arch Hotel, thank you so much for having taken the time to share this wonderful review following your recent stay with us. I am delighted to see that the quality of the service provided contributed positively to an enjoyable stay and hope to have the pleasure of welcoming you back here the next time your travels take you to London. Should you ever require any assistance with making future reservations, I remain entirely at your disposal.Kind Regards,Tony HillGeneral Manager

4/10 Poor

Darren

Liked: Staff & service
Disliked: Room comfort
Ok unless you plan to get some sleep!
Some areas could do with a make over. Mattress was too hard. Our room 136 was above a nightclub so we couldnt sleep with all the noise, the windows were actually vibrating with the bass, eventually it stopped at 3am then at 5.45 after only about two and bit hours sleep we were woken by what sounded like a beer keg delivery clanging on the pavement outside. Breakfast was a bit chaotic, I had to ask three times for some tea and no sign of ketchup anywhere, but there was a reasonable variety and food quite nice. Must say that the staff were very pleasant but all we were offered at check out after complaining about the noise was an apology and next time you stay we will make a note not to put you in that room, as if we are going to come back after that! Overall very disappointing, especially considering the price
Stayed 1 night in Dec 2023
Response from Tony Hill on 16 Dec 2023
Thank you for completing a online survey, we really do appreciate our guests taking the time to share their experiences with us. Our team constantly strives to provide excellent customer service and create memorable moments and it extremely disappointing to hear that we did not do this during your recent stay. I will address your issue with the team and assure you that poor service is not typical of Thistle London Marble Arch. Again, my sincere apologies and hoping that you may give us another chance when you are next visiting London. Kind regards, Tony Hill General Manager

4/10 Poor

Ami

Liked: Cleanliness, room comfort
Disliked: Staff & service, property conditions & facilities
Stayed 1 night in Dec 2023
Response from Tony Hill, General Manager on 17 Dec 2023
Dear Ami, Thank you for completing a online survey, we really do appreciate our guests taking the time to share their experiences with us. Our team constantly strives to provide excellent customer service and create memorable moments and it extremely disappointing to hear that we did not do this during your recent stay. Again, my sincere apologies and hoping that you may give us another chance when you are next visiting London. Kind regards,

6/10 Okay

Haifa

Travelled with family
Liked: Staff & service
Disliked: Cleanliness, room comfort
Stayed 2 nights in Dec 2023
Response from Tony Hill, General Manager on 17 Dec 2023
Dear Haifa, Thank you for completing a online survey, we really do appreciate our guests taking the time to share their experiences with us. Our team constantly strives to provide excellent customer service and create memorable moments and it extremely disappointing to hear that we did not do this during your recent stay. Again, my sincere apologies and hoping that you may give us another chance when you are next visiting London. Kind regards,

8/10 Good

Peter

Stayed 4 nights in Dec 2023
Response from Tony Hill, General Manager on 17 Dec 2023
Dear Peter, On behalf of the entire team here at Thistle Marble Arch Hotel, thank you so much for having taken the time to share this wonderful review following your recent stay with us. I am delighted to see that the quality of the service provided contributed positively to an enjoyable stay and hope to have the pleasure of welcoming you back here the next time your travels take you to London. Should you ever require any assistance with making future reservations, I remain entirely at your disposal. Kind Regards,

2/10 Terrible

Natalie

Travelled with partner
Liked: Staff & service, property conditions & facilities
Never use Expedia to book your hotels. I never realised until recent discussions that when booking through Expedia, not only does the hotel not have the ability to refund or discount your unacceptable stay, but they also book you in less appealing rooms. The hotel looked lovely, staff were great. However past 10:30pm, the noise level on the 3rd floor above the casino what completely unacceptable. No person could sleep in those conditions unless they are drunk, or deaf. After speaking with the staff they told us it is a frequent room/side of hotel they get complaints from - to which I am frustrated that they do not let you know to begin with. Honestly, we would have booked an alternate hotel than stay here. Sorry Thistle! We won’t be back.
Stayed 1 night in Dec 2023
Response from Tony Hill on 10 Dec 2023
Thank you for completing a online survey, we really do appreciate our guests taking the time to share their experiences with us. Our team constantly strives to provide excellent customer service and create memorable moments and it extremely disappointing to hear that we did not do this during your recent stay. I will address your issue with the team and assure you that poor service is not typical of Thistle London Marble Arch. Again, my sincere apologies and hoping that you may give us another chance when you are next visiting London. Kind regards, Tony Hill General Manager

10/10 Excellent

C

Liked: Cleanliness, staff & service, room comfort
Stayed 1 night in Dec 2023
Response from Tony Hill on 6 Dec 2023
Dear C, On behalf of the entire team here at Thistle Marble Arch Hotel, thank you so much for having taken the time to share this wonderful review following your recent stay with us. I am delighted to see that the quality of the service provided contributed positively to an enjoyable stay and hope to have the pleasure of welcoming you back here the next time your travels take you to London. Should you ever require any assistance with making future reservations, I remain entirely at your disposal.Kind Regards,Tony HillGeneral Manager

10/10 Excellent

Afshan

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Dec 2023
Response from Tony Hill on 5 Dec 2023
Dear Afshan, On behalf of the entire team here at Thistle Marble Arch Hotel, thank you so much for having taken the time to share this wonderful review following your recent stay with us. I am delighted to see that the quality of the service provided contributed positively to an enjoyable stay and hope to have the pleasure of welcoming you back here the next time your travels take you to London. Should you ever require any assistance with making future reservations, I remain entirely at your disposal.Kind Regards,Tony HillGeneral Manager

10/10 Excellent

Dean

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 1 night in Nov 2023
Response from Tony Hill, General Manager on 17 Dec 2023
Dear Dean, On behalf of the entire team here at Thistle Marble Arch Hotel, thank you so much for having taken the time to share this wonderful review following your recent stay with us. I am delighted to see that the quality of the service provided contributed positively to an enjoyable stay and hope to have the pleasure of welcoming you back here the next time your travels take you to London. Should you ever require any assistance with making future reservations, I remain entirely at your disposal. Kind Regards,

8/10 Good

John

Stayed 2 nights in Aug 2023
Response from Tony Hill, General Manager on 17 Dec 2023
Dear John, On behalf of the entire team here at Thistle Marble Arch Hotel, thank you so much for having taken the time to share this wonderful review following your recent stay with us. I am delighted to see that the quality of the service provided contributed positively to an enjoyable stay and hope to have the pleasure of welcoming you back here the next time your travels take you to London. Should you ever require any assistance with making future reservations, I remain entirely at your disposal. Kind Regards,

2/10 Terrible

Louise

Liked: Cleanliness, staff & service, property conditions & facilities
Perfect location but worst night sleep ever as we were next to a generator room and inside the room the fridge made a clicking noise on and off all night
Stayed 1 night in Nov 2023
Response from Tony Hill on 22 Nov 2023
Thank you for your feedback. We will be addressing your concerns.

8/10 Good

Liliane

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
the lighting in the bathroom was not so good for shaving/putting on makeup. The toilet seat wobbly - needed attention. The seat in the shower was rusty. Going down to street level problematic. Pressed Ground in lift but ended up in staff area. Escalator up but not down. Having arthritis the stairs were difficult to navigate.
Stayed 1 night in Nov 2023
Response from Tony Hill on 20 Nov 2023
Dear Liliane, Thank you for completing a online survey, we really do appreciate our guests taking the time to share their experiences with us. Our team constantly strives to provide excellent customer service and create memorable moments and it extremely disappointing to hear that we did not do this during your recent stay. I will address your issue with the team and assure you that poor service is not typical of Thistle London Marble Arch. Again, my sincere apologies and hoping that you may give us another chance when you are next visiting London. Kind regards, Tony Hill General Manager

10/10 Excellent

Anne

Stayed 1 night in Nov 2023
Response from Tony Hill on 18 Nov 2023
Dear Anne, On behalf of the entire team here at Thistle Marble Arch Hotel, thank you so much for having taken the time to share this wonderful review following your recent stay with us. I am delighted to see that the quality of the service provided contributed positively to an enjoyable stay and hope to have the pleasure of welcoming you back here the next time your travels take you to London. Should you ever require any assistance with making future reservations, I remain entirely at your disposal.Kind Regards,Tony HillGeneral Manager

8/10 Good

Janice

Business traveller
Liked: Cleanliness, staff & service, room comfort
Business trip
Friendly staff, good size rooms and excellent bathroom/shower. Breakfast selection good.
Stayed 1 night in Nov 2023
Response from Tony Hill on 17 Nov 2023
Thank you for the review, we really do appreciate our guests taking the time to share their experiences with us.Our team constantly strives to provide excellent customer service and create memorable moments and it extremely disappointing to hear that we did not do this during your recent stay.I will address your issue with the team and assure you that poor service is not typical of Thistle London Marble Arch.Again, my sincere apologies and hoping that you may give us another chance when you are next visiting London.Kind Regards,Tony HillGeneral Manager

8/10 Good

Ron

Liked: Cleanliness, amenities, property conditions & facilities
Good hotel located centrally in London shopping district (Oxford Street). Very busy for our stay as the hotel was the starting point of the Free Palestine march.
Stayed 2 nights in Nov 2023
Response from Tony Hill on 12 Nov 2023
Dear Ron, On behalf of the entire team here at Thistle Marble Arch Hotel, thank you so much for having taken the time to share this wonderful review following your recent stay with us. I am delighted to see that the quality of the service provided contributed positively to an enjoyable stay and hope to have the pleasure of welcoming you back here the next time your travels take you to London. Should you ever require any assistance with making future reservations, I remain entirely at your disposal.Kind Regards,Tony HillGeneral Manager

8/10 Good

neena

Liked: Cleanliness, property conditions & facilities
Stayed 2 nights in Nov 2023
Response from Tony Hill on 11 Nov 2023
Dear Neena, On behalf of the entire team here at Thistle Marble Arch Hotel, thank you so much for having taken the time to share this wonderful review following your recent stay with us. I am delighted to see that the quality of the service provided contributed positively to an enjoyable stay and hope to have the pleasure of welcoming you back here the next time your travels take you to London. Should you ever require any assistance with making future reservations, I remain entirely at your disposal.Kind Regards,Tony HillGeneral Manager

8/10 Good

Karla

Travelled with family
Liked: Cleanliness, amenities
We came in earlier than check in time, the lady at the front desk wasn't very helpful on where we could wait until the time. I found a hair on my beans at breakfast, the waiter just changed my plate.
Stayed 2 nights in Oct 2023
Response from General Manager on 9 Nov 2023
Thank you for completing a online survey, we really do appreciate our guests taking the time to share their experiences with us. Our team constantly strives to provide excellent customer service and create memorable moments and it extremely disappointing to hear that we did not do this during your recent stay. I will address your issue with the team and assure you that poor service is not typical of Thistle London Marble Arch. Again, my sincere apologies and hoping that you may give us another chance when you are next visiting London. Kind regards, Tony Hill General Manager

8/10 Good

khaled

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Good hotel, good location
الفندق جيد الموقع مميز
Stayed 4 nights in Oct 2023
Response from General Manager on 7 Nov 2023
Thank you for having taken the time to complete a review following your recent stay with us. I am pleased to see that your lasting impression is a positive one and hope to have the pleasure of welcoming you back at Thistle Marble Arch Hotel the next time your travels take you to London. Kind Regards, Tony Hill General Manager