W London Leicester Square

"This is absolutely the best W Hotel that we have ever been to. Location is great, the atmosphere is even better. However, what i am most impressed with is the customer service.Georgia,The Guest Experience Manager, went above and beyond to make our family stay magnificent, especially for our young son. I would rate hotel full 5 stars and experience a 10. Once again, thanks Georgia for an awesome stay!"

"As an Ambassador Elite member, I booked a one-night stay for a friend and had her name added to the reservation — confirmed by Bonvoy as correctly updated. On arrival, she was refused check-in. The front desk, led by Denise Tarsi (Welcome Office Manager), claimed no booking existed. Even when Ambassador Services confirmed it, the team kept insisting until it was revealed they’d been searching in the wrong system. Rather than take ownership, Ms. Tarsi cited “policy” and left my guest waiting in the lobby while I had to escalate through Bonvoy to fix the hotel’s mistake. I even offered my card to guarantee the stay — it was declined. This isn’t the W brand I know. It was unprofessional, tone-deaf, and deeply embarrassing for Marriott to be represented this way in one of its flagship properties. Beautiful design, poor leadership. A reminder that real hospitality begins where policy ends."

"The room has a modern, boutique feel. It grew on us. All accommodations were present. The gym was fully loaded with sauna and steam room. Service was fantastic the entire time, from the bellhops, room service and the check-in staff. We had accidentally left a backpack at the bar. Roland, the managers and Charlene helped review security footage and they had it delivered back to us from the security team. Thank you for a fantastic stay! We loved how central this was to shows, China town and pubs. We will be back!"