The London EDITION

10 Berners Street | London, ENG W1T 3NP  [SEE MAP]London, ENG  [SEE ADDRESS]
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Guest Reviews

Tripadvisor Traveler Rating 1

Can't comment on room but customer service doesn't seem to care if Coronavirus is spread to their guests and employees

Mar 8th, 2020

My boss spent over $40,000 last year staying in Marriott properties, much of it at the New York Edition. Doing so, she reached Titanium level and was very close to the highest Ambassador Elite level. Previously, a number of years ago, a Marriott in Boulder, Colorado had given away her room despite my calling to confirm the room and letting them know she would be arriving in the evening. This ended up forcing her to stay many miles away in a 1-star hotel due to no rooms left in Boulder and she ended up mostly avoiding Marriott for many years. Last year, she returned to Marriott and was generally happy, especially enjoying the New York Edition which is next door to our major client. Well, she had to visit our major client's London office and the London Edition is close by that office as well, so we booked a room. We did use a non-refundable nearly $400/night fare because I was assured that this was a "set-in-stone" trip. That was before Coronavirus spread to the US and Europe. Two days prior to the trip, the client decreed a no-travel requirement for the time being and I reached out to Marriott especially since they were tailoring their refund policy to the growing Coronavirus. The Titanium Desk told me that given the circumstances the hotel would probably offer a refund but that I needed to call them directly. Initially I spoke with a front desk employee who said "no refund", but eventually was transferred to a manager named Alex who requested various documentation which I sent to him. During the process, I also discovered via the news that a number of possible Coronavirus cases had visited the same hospital that my boss had visited the prior week for an unrelated issue. I forwarded all of this information to Alex. Alex asked for a written note from my boss saying that she is in "self-isolation" which she was not willing to do, but told me to offer that we would take a credit towards a future stay at the London Edition which seemed like a fair compromise. After that I never heard back from Alex or anybody at that location. I called the Marriott Titanium Desk to review the situation with a customer service representative who opened up a case dispute. I requested to be told fairly soon whether a refund would be forthcoming and if there was to be no refund I would try to find someone to use the room in place of my boss since we were paying for it anyway. She said somebody would get back to me in a few hours, but nobody did so I called back again and was told that it was being worked on. As you can guess, we received no response and the room went unused. To add insult to injury, after charging the full amount for the stay when we made the reservation, the hotel then "accidentally" charged an additional $409 on what was supposed to be the second day of my boss's stay. Today I found out that the dispute had been closed without resolution - they have now reopened it and referred it to a higher level at Marriott. What I find most distressing about this is that while other Marriotts (and other hotel chains) were refunding guests stays to avoid the spread of Coronavirus, the London Edition did not seem to have any regard to the well-being of its guests and employees. TRIPADVISOR.COM USER 

Tripadvisor Traveler Rating 2

Don't bother visiting this property's bars

Feb 28th, 2020

As a Marriott Platinum I spend a considerable amount of time in hotel lobby bars. With Marriott's nicer urban properties I consistently find them comfortable, welcoming, relaxing and often slightly glamorous places to grab a cocktail and people watch while getting some work done. So, while in London with family, even though we were staying at a separate property in a different neighborhood, the London Edition was an obvious choice when looking for a touchdown space before a dinner down the street. Well, boy was this a bad idea. I'm not going to lie, it was busy, and I wasn't expecting instant service. However, what we got was no service, and basically ushered towards the door. At a property that has three separate bars on the ground floor, I was astonished. First we tried to go to Bernard's Tavern, but all the stools were taken and we were informed that patrons weren't allowed to stand. No big deal at all, we would grab a couch and get drinks from the lobby bar right? Wrong! An employee instead insisted that he would show us to the back bar where they might have seats. At this point I was impressed, but that quickly changed when he introduced us to the server at that bar who informed us "No you can not come in here, all the tables are reserved and we don't have room," and then shut the door on us...and her colleague. At this point we were ushered back through the main lobby bar to the door. I'm not sure if the first employee was embarrassed or we were so shocked, we just kind of drifted out into the street and left to ponder if we just didn't measure up to the dress code or something. The fact that later we were welcomed into the Ritz and the Duke with more vigor and acceptance proved to me it was instead just a lack of service. Happy we didn't stay here as it had been on our shortlist originally. TRIPADVISOR.COM USER 

Tripadvisor Traveler Rating 5

Unforgettable experience

Feb 23rd, 2020

I had a one-night stay for my birthday weekend at London EDITION for the second year in a row and I can assure that it is a must visit property. The service has been detail-focused and personal throughout my stay. All staff I came across greet with a smile. A special thanks to Charline who arranged a Le Labo gift set! Also big thanks to the guest experience team for the amazing in room set up. TRIPADVISOR.COM USER 

Tripadvisor Traveler Rating 5

Outstanding Customer Service

Feb 17th, 2020

From the moment you arrive at the hotel the staff couldn’t do enough for you. You are escorted from the door with a member of the door staff to reception to check in. Staff are very friendly and nothing is to much trouble. We were shown to our room by a member of staff who took care of our cases. He went though all the features of the room. The rooms are small but all you do is sleep the bed was extra comfy and OMG the shower was amazing a full on rain shower. The rooms are not bright for ladies applying makeup and there is nowhere to sit while my friend was applying her makeup. So close to Oxford Street and theatre land everything is on the hotels door stop. I would stay here again very quite hotel and the staff are all 5 * TRIPADVISOR.COM USER 

Tripadvisor Traveler Rating 4

Pleasant stay at a well-run central London hotel

Feb 12th, 2020

I hadn't heard of the "EDITION" brand of Marriott hotels before. I chose to stay here for 2 nights based on online search and previous reviews. I wasn't disappointed. I had to leave a bag at the hotel for a couple of days while I travelled elsewhere and the front desk was very helpful. The modern room wasn't overly large but comfortable and well-appointed. The lobby doubles as a bar and can get very busy, so if you're looking for a quiet lounge you won't find it here. Busy restaurant on site (Berners Tavern). The hotel is very well situated, with an easy, 10-minute straight line walk to Soho and the West End. Very friendly doorman. I would return. TRIPADVISOR.COM USER 

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