The Marble Arch Hotel, by Thistle

The room size was good the bed was massive paid for the upgrade to a kingsize. The shower was nice and hot and the water pressure was good , the don’t disturb switch was handy. Had all the amenities you need in a hotel room.

Two out of the four lifts were out of order overnight and into the morning. the queue for the lifts were long as the lifts take a while to come. So we took the stairs which wasn’t signposted very well so we took the wrong stairs and ended up on the street so had to walk around to the entrance to check out.

The hotel room was lovely, neat and clean. I had everything i could ask for, iron, water, coffee and tea. Asked for slippers and got it. The staff was amazing! Definitely worth it!

Disappointing

The night staff was very rude. I had an issue and instead of trying to help they hung up on me and proceeded to try and belittle me me, then they offer a complimentary upgrade right by the elevator with no sound insulation so we were kept up all night, the double room we got were 2 twin mattresses stuck together at different heights. Avoid this place.

The location and price were good and the room was clean.

The queue at check-in was the longest I can remember in a very long time. I appreciate this was due to a new IT system but people waiting in the VERY long/slow queue were not told about this until getting to the check in desk. Some simple comms would have helped. Also there were too few lifts for a hotel of this size. They were always full and half the time were broken. There was no signage to the stairway from the lift area, so a convoy of guests had to ask for directions to the stairs after having waited for too long for the lifts to arrive. More stressful than it should have been for a hotel stay.

The location only

I had a very disappointing experience during my stay.First, I requested early check-in and was told the hotel was fully booked and unable to accommodate the request. However, shortly after that, I received multiple emails offering paid room upgrades. This contradiction raises serious concerns about transparency.Second, the front office staff were rude and unprofessional. Even the manager’s attitude was impolite and dismissive. In particular, Adil and Jhone were unhelpful and disrespectful, which is unacceptable in a hospitality environment.The room was dirty, dusty, and poorly maintained. Additionally, it was noticeably smaller than the room category I originally booked, which felt misleading.The elevators were another major issue. Most of the time they were under maintenance. Sometimes only one elevator was working, and at other times three out of four were not operational. We had to wait more than 30 minutes to go up or down, which caused serious inconvenience.Finally, when I submitted a complaint, the response I received did not address the actual issues I raised and instead referred to unrelated matters. This reflects poor complaint handling and lack of accountability.Overall, the stay was far below expected hospitality standards.

My room had a vibrating sound all night barely slept and was so tired after 1am check in I didn’t have the energy to raise. Very upset with this experience

The weird noise in my room was a nightmare.

The hotel was close to the centre Rooms were spacious and clean

I've paid almost 3000 pounds for 3 rooms I was 2 months prior to my stay date.I've requested to have the rooms close and each other or at least on the Saturday floor. Which I didn't get.Only two rooms. Although I told them that'd my children are staying in these rooms.For what I've paid this was an unfortunate incident.I've done my part and informed them 2 months earlier.By then way it wasn't mysterious first time at your hotel.

Good

2 lifts out of service so queues to use the lift to return to reception.

Location onle

Everything, bad service, bad furniture

The location

The elevators were broken and we had to wait for more than 30 minutes for elevators The staff were very rude and kept throwing me at each other

Clean, and near from everything

One of The lefts always doesn’t work and all of them are slow

The room was amazing so much space. The bed was extremely comfortable and the staff went above and beyond to make sure we had a lovely stay. It was my boyfriend‘s birthday and they decorated the room and gave us champagne and treats and it was amazing.

The only negative about the hotel was 2 lifts were out of order for which was annoying but we just use the stairs also sometimes the TV cut out but these are all minor and the stay was amazing

The location is the hype of this hotel. I do not recommend anyone.

First of all, we arrived in the hotel we took our bags from the taxi and no one helped us. We entered the hotel and the same actually no one helped us I waited so long in the desk of luggage’s. We checked in they gave us a room unfortunately it wasn’t the room that I have booked, I booked a king bed room but what we got was twin bed room they combined the two beds to make it a King bed which wasn’t ( let me tell you why it’s wrong because one of the mattresses is higher then the other one which isn’t fun ). Cleanness wasn’t great, smelly towel's, cabinet door is stuck can’t open it fully, and mattress is not comfortable. Elevator’s 3 are working 1 is under maintenance we stayed 5 nights and still under maintenance they are very slow and it gets very crowded. So, we tried to find a stairs it was so far and not easy to find. We ordered a cup of ice it took more than 30 min and still didn’t receive it canceled the order and took cup of ice from costa cafe. Finally, we checked out and called the reception at 11 to get someone help us with the luggage’s. We received our luggage’s at 12 exactly 1 hour thankfully our plane wasn’t that early.

It is always the strategic place

The breakfast was poor in terms of the following:- diversification - cooking quality especially for omelette station, sausage was bad, and hash potatoes.

Location

This is completely unacceptable. Jewelry was taken from my bag during my stay, and despite informing the hotel, they refused to take responsibility and claimed nothing was found. I am absolutely certain the items were inside my bag before entering the hotel. The lack of accountability and proper investigation is extremely concerning. I would strongly advise future guests to be cautious.

Stefan was VERY helpful on reception/check in. The rooms were very nice.

The member of staff who Stefan had asked to collapse the sofa bed, broke it. This was then left and not resolved during our stay. So we had a broken sofa bed and pile of cushions in our room. Room service was advertised on the menu. But we had to convince staff to provide after hours food, and were made to feel like this was a bonus that they were going out of their way for...advertise it, provide it without question or attitude.

Location and staff support

Even they have room availability but they not allowed you to get in the room before 3 pm or you have to pay more money to get you to room before 3 pm

The staff were excellent. Everyone from reception, the restaurant and housekeeping were so friendly and helpful and went above and beyond to ensure we enjoyed our stay. We had lunch and dinner and both were lovely.The same for the breakfast.Local is great and we would definitely return to this hotel.

Great and helpful staff. Excellent location.

The bed is a little soft to my liking.

The location

It must to have staff and the lifts it’s very bad