2/10 – Matig
15 feb 2025
My stay at Marriott London Heathrow was highly disappointing. I specifically booked this hotel, along with two other guests, because of its advertised swimming pool and hot tub facilities, which were listed as popular amenities on Expedia. However, our group only found out upon arrival that these facilities were unavailable. At no point during the booking process or before our stay were we informed of this. Had we known in advance, we would have booked a different hotel.
Poor Communication & False Promises
- After raising our complaint, we were first offered complimentary breakfast as compensation, but this was communicated too late to be of any use.
- Access to the M Club Lounge was granted, but without clear instructions, making it practically unusable.
- After multiple emails and discussions, we were only offered a partial refund for one of our two booked rooms, even though the issue affected our entire group.
Our full compensation has still not been issued.
Our deposit has not been refunded, despite the fact that this should have been processed upon check-out.
Marriott has held our money for weeks without any clear explanation or proper follow-up.
This hotel has not only failed to deliver on its promises but has also engaged in unacceptable practices by withholding funds and ignoring guest complaints.
We strongly advise against staying here—if anything goes wrong, expect a long battle to recover your money. Marrio
Fatiha
Fatiha, reis met vrienden van 4 nachten
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