W London

Lovely room. Very big for London. Great bar with music. Brilliant location

The breakfasts were fabulous; the staff so helpful and the location the best

We have been passed here many time, and the day was great, excellent bar area and fun room with interactive controls. The staff were very helpful.

central location

Booked this as a birthday gift for my mum and she absolutely loved it, lovely hotel with great facilities (including the bar) and the staff made her feel specials. Thank you :)

We visited the spa at the W London and each had a hour massage. From the moment we entered Suzy looked after us, nothing was too much trouble. The level of warmth and care made us feel welcomed. Thank you for making our time with W London special.

I cannot recall having ever received such a poor and rude treatment from a five-star establishment.

Let me spell it out for you.

My wife and I are pretty frequent travelers and we often stay at the W when in London, where we come on business and to visit family. And we had previously been there just in October and then again in November 2025. The hotel is centrally located, the gym is airy and bright and the hotel has the kind and size of rooms that we like.

In fact, the last few times, we had booked the same type of suite (number 18, Marvelous Suite). This time, at check-in on Thursday in February 2026, we asked what floor our room would be on, and the gentleman at the Welcome Desk, a nice young chap, kindly told us that it would be the third floor. Since he had understood that we were a bit disappointed because we would have preferred a room on a higher floor, therefore a bit further from the street and a little quieter, he offered to move us to the fifth floor the subsequent day, Friday, when the first floor’s room would be available. We thanked him and told him that we would look at the room and let him/them know.

After going to our room - which was only ready at 3PM, so after check-in we went for lunch and then came back to the hotel - we noticed that in fact the third floor room was both a bit noisier and a bit darker, because it was missing a window, as compared to the room on the fifth floor where we had stayed in the past. So before going out for dinner, we called the Whatever Whenever line and told a lady that we had in fact decided to change room from Friday to Sunday. She asked for our number in case she needed to reach us after checking with room management (even though the hotel obviously already had all of our numbers, in fact you had called us only a few hours earlier at 3PM, to let us know that our room was ready). Anyway she never called back.

The next morning, we called the same line to say that we were preparing our luggage and would leave it in the room so it could be moved when the room on the fifth floor would be ready. Another lady told us that she knew nothing about our move, that it was not in the system and that the suite on the fifth floor floor was occupied. We asked her how that was possible given that we had spoken with her colleagues the day before. She said that she did not know, and that the room on the fifth floor had now been occupied by another guest and was no longer available. As unbelievable as the fact that the fifth floor room had already been made and had already been given to another guest at that early hour might be, the more astonishing part was that the service had completely reneged on the offer they had previous made to us. She said she could move us to a different suite, which however had only internal windows and so was even less bright than ours. Then we asked to speak with a manager and another colleague came on the line.

He blamed the incident on miscommunication - even though no communication was ever unclear - and again offered to move us to the room with fewer windows. He told us that unfortunately there were no other suites available on higher floors. At that point I had pretty much stopped believing the W staff, so while my wife was speaking with the gentleman I went online and saw that in fact there was a suite available from Friday to Sunday, as it happens on a higher floor. I told the gentleman about it, and after a few seconds of what I assume (or at least hope) was sheer embarrassment, he told us that yes we were correct but in fact he was not at liberty to move us that room because our "elite status” was not such that he could “comp" that type of suite.

At that point, we were so livid at the incompetence of the organization, the arrogance of blatantly lying to a guest and the amateurishness of a manager’s response, that we just decided to forget about the whole incident. And made sure it would not ruin further our mood and stay in London. So that was Friday morning.

No one else called us or contacted us until check-out on Sunday.

As you can imagine, this is not the kind of experience we expect from an establishment like the W Hotel. And they behave this was with a repeat guest, I fail to imagine what they do with sporadic visitors.

Just to add insult to injury, Sunday morning at 3:42AM, the whole hotel was evacuated. More precisely, the alarm siren went off for a while, then a gentleman on the public announcement system said that they had a problem with the alarm system and that we did not have to leave our room. Then after about 10 minutes the alarm siren started blaring again and another gentleman said that we now did actually have to evacuate the hotel. Four in the morning, on a frozen early February London morning. A spoiled night. A few hours later on Sunday morning, they told us that sprinklers had activated in a deposit and that, after checking the situation, they decided to evacuate the hotel even though there was no danger to the guests. Funny enough, on a previous stay at the W London the year before, we remember that the evacuation alarm siren had also gone off. And the bellmen told us that a similar incident had occurred the previous week in January 2026.

As a bit of an afterthought, we are at it, we would suggest improving the bathroom and shower in the suite, which both have a bit of a moldy smell. Finally, I don’t usually have breakfast but I tried it one day and I received a very sad fruit plate, so we suggest that is improved too.

That's it.

The hotel was absolutely fabulous from the moment we arrived. Check-in was smooth and seamless, and the atmosphere was so warm and welcoming. The location is prime — right in the center of everything, within walking distance to major attractions and very close to the train station. Highly recommend!

W London completely failed to deliver on both elite recognition and basic service, and I won’t be staying there again.
From the moment I arrived, it was clear my Marriott Titanium and lifetime Platinum status meant absolutely nothing here. I had already booked a suite, and the app clearly showed additional suites available, yet the hotel flatly refused a proper upgrade unless I paid more than 700 USD for it. Given Marriott’s own (now watered‑down) promise of complimentary “enhanced” rooms for Platinum and above, the way this property handled upgrades felt deliberately stingy and transactional rather than remotely loyal‑guest‑friendly.
Service was just as unimpressive. About an hour before arrival, the hotel messaged me and proactively offered to have the sauna hot and ready when I got there, which is exactly the kind of wellness touch I value when choosing a property. I arrived to find the sauna completely off, so the gesture was all talk and zero follow‑through. The next night, when I asked for the same simple courtesy, I was told no and, incredibly, staff implied that I was somehow to blame for a fire alarm going off, rather than owning their own operational issues.
Overall, the hotel feels like an overpriced, generic business hotel trying to disguise itself with some neon “fun flair” in the public spaces. The vibe may work if you care more about disco balls and a partyish lobby bar than actual hospitality, but if you are a frequent traveler who values elite treatment and consistent service, it’s a miss. For the rates they’re charging, you can do much better within the Marriott ecosystem in London in terms of both recognition and overall value.
To be fair, there were two bright spots. The gym is genuinely impressive, with a solid range of machines and free weights, making it easy to get a real workout in. And the bed was very comfortable, in line with W’s reputation for plush bedding and good sleep quality. Unfortunately, a good gym and a comfortable mattress aren’t enough to make up for the lack of respect for loyal guests and the sloppy, inconsistent service throughout the stay.

I paid 2,100 USD for a two‑night midweek stay in February, which only makes the whole experience feel even more overpriced and underwhelming.

The hotel is very nice but quirky. Rooms are on the small size and the sink in the main room not bathroom. But this was clear from the pictures before I booked. So not really a layout we appreciated.

The staff however were first class. Breakfast is of a high standard with a friendly service.

Very nice touch leaving cake and Prosecco in the room for my wife’s birthday

Would have been a 5 star review apart from room we much prefer a more traditional setup

It’s modern and the customer service is really amazing you don’t see that often these days

Very very very clean room which I love