My wife, our baby, and I stayed at Thistle Marble Arch on May 18, 2025, for what was meant to be a four-night stay. Unfortunately, we had to leave a day early due to several serious issues.
On the first night, the room's air conditioning was blowing only cold air. We contacted reception, and after about an hour, a staff member arrived but was quite rude and did not resolve the issue. He simply said it would warm up over time. We had to spend the entire night in a cold room, and our baby became sick as a result.
The following day, another staff member finally addressed the problem. However, by then, the damage had been done, and our plans were disrupted. On the third day, we requested something simple like boiled potatoes for our sick baby from the restaurant, but even that was denied.
We were deeply disappointed by the lack of care and support for a family traveling with a child. We expected much better service from a hotel of your reputation.
We kindly request that you review our experience and get back to us with an appropriate response and resolution