TownePlace Suites by Marriott London

Our complaint about our stay is related to management. When we arrived exhausted at 10:30 pm we were greeted by a sign that said “will be right back assisting another customer”. We waited for 20 minutes. Tried calling, knocking on office door. 3 other customers came and went. We had already paid for the room so we were stuck waiting hoping someone would attend the front desk. Finally a very lovely and apologetic worker arrived who must have been cleaning rooms as she had on rubber gloves. She explained it was only herself and 1 housekeeper on duty. We paid $250 for the nights stay which was already high so the level of service should be staffed to match the rate we were charged. Sitting in an unmanned front hotel lobby for that long was not acceptable. We were not offered anything but a very pleasant apology to compensate for the inconvenience. We were a family with a child as noted on the reservation so waiting this late at night was very frustrating.

I booked the room based on the picture you have up right beside this survey and they said they don't have a room like that at that hotel and when I thought I was getting a room with a sofa, they gave me a double queen room that was not big enough for my family-I thought I was getting a suite as suite is in the hotel name.