The Marble Arch Hotel by Thistle

"I had to cancel our hotel booking on the very day we were meant to travel to London because our local vet told us we had to put our eleven‑year‑old family dog to sleep. I’d booked through Booking.com, who told me to contact the hotel directly. The hotel then refused to deal with me and insisted everything had to go through Booking.com, even though I was in tears every time I called. This went on between both companies all morning. Neither Booking.com nor the hotel offered any real help, understanding, or compassion. They still charged us the full amount. The receptionist in particular was completely heartless, showing zero empathy at a genuinely devastating time."

"We took a weekend break with as a couple with a nephew and great niece. The location is central for exploring. Check was easy and friendly and we were allocated our room right away. The rooms were spacious and clean. We decided to eat in the restaurant that night. The service was very slow. Unfortunately the food although okay was cold. I would put this down to the service and the food being ready but left too long until served. We did highlight this and were offered complimentry drinks if we returned the next night but this experience put us off returning. We opted for a buffet breakfast. I have to say that the food was good and my wife had an omlette from the bar and it was very good. However the slow service let the hotel down again in getting coffee. Room service appeared to be later in the day and there was one day our bed went unmade. Overall it is a nice hotel in a good location as a base but the service was lacking."

"We organise our training courses at the Marble Arch Hotel and we are very pleased with the venue and the professionalism of the sales and operations team especially Aron! It’s always a pleasure working with him!"