The Landmark London Reviews 13

We were extremely disappointed with our stay. We travelled down a day early for a Sunday wedding, paying an additional £500 specifically to enjoy the spa facilities, only to find the pool completely overrun with children. We were told this wasn’t the norm, but that due to the Christmas period they had decided to allow children into the spa area. The result was total chaos. We raised our concerns with management, but they continually delayed addressing the issue and ultimately informed us, as we were checking out, that they would not be offering any form of resolution.
We also invited friends to join us for breakfast on the Sunday, which turned out to be another let‑down. The food was served cold, the service disorganised, and the whole experience felt like a chaotic scramble rather than a relaxed hotel breakfast.
Had we not been attending a wedding at the hotel, we would not have stayed. In fact, we visited another hotel on Baker Street for lunch on the Saturday—half the price of the Landmark—and it was excellent. We only wish we had stayed there instead.

We arrived at The Landmark Hotel after an 8-hour drive from Scotland with our young family (three small children), hoping for a warm welcome and some comfort. Instead, the moment we arrived, the concierge looked at us as if we’d done something wrong — no hello, no smile, nothing. It was one of the most unwelcoming experiences we’ve ever had at any hotel.

The staff throughout were unfriendly and unhelpful. The two porters who brought in our bags were equally cold and impolite. For a supposed 5-star hotel, there was nothing luxurious or accommodating about the experience — no welcome, no mini bar, and nothing in the fridge at all.

We had booked two suites and specifically asked for them to be next to each other for convenience with our children, but they were nowhere near one another. For a total of £7,000, this level of service and attention to detail is completely unacceptable.

Travelling with children, we expected at least a bit of warmth or flexibility, but this hotel felt far from family-friendly. The atmosphere was stiff and uninviting.

The hotel itself feels dated, lacks any real charm, and even has an unpleasant smell throughout. Honestly, we would have been better off staying at a Premier Inn — at least there, you get friendly service and genuine hospitality.

Having struggled to book a wheelchair for my mother in London, concierge Sanjiv came to my rescue and arranged one for me, we turned up on the day and Richard was very kind and made the whole experience seamless. Always ending our trips to London in The Mirror bar, Zaejah is warm and welcoming.

I always choose The Landmark to stay here with my family for the Christmas, and I’ve never experienced such an awful human being in my life. The amount of attitude and rudeness experienced with this individual is beyond.

Jihye is the guest relationship manager? She needs training on how to speak to guests, she called me a liar, she huffs and puffs, doesn’t apologise and chooses to ignore my requests.

Ive spent 1 hour and half for my check in, which is unheard of. She calls me on the phone & accuses me of being a liar, I request to meet her in person & she makes me wait 45 mins at front desk, she’s hiding from guests and won’t come to see me clearly.

I’m shocked the landmark employs people like this? Specially in the position of guest relationships?

AVOID LANDMARK! Stay at the Langham! Do not stay here!!!!!!! Jihye is an awful person!!!

The hotel is fantastic, the rooms are lovely but unfortunately a couple of things let it down. Had arranged drinks in the Champagne Bar in the afternoon but was shown to someone else's table which had been set up for post-wedding drinks. Little in the way of apology to us or them. Also check out was a complete nightmare. Was shown at least 3 draft bills before they got it right and spent almost 20 minutes in the process.

Amazing hotel and amazing staff! Great location, only stayed one night but from check in to check out they whole experience was amazing. Breakfast was beyond exceptional and we will definitely stay again.

My partner and I took tea here a couple of years ago to celebrate his birthday. This year we repeated the experience accompanied by relatives from Japan.

There is a wide selection of interesting teas. I stuck to the 125th Anniversary blend because I liked it, but the others tried different ones. None of us drank alcohol.

The sandwiches were very good, and they will keep them coming as long as you wish. The scones were delicious and the three we took home afterwards in a little box were just as good when warmed the next day. The cream and jam were as you would expect apart from the extra pistachio cream which was interesting and tasty in small amounts.

As for the four cakes, all were delicate, beautifully constructed and out of the ordinary. How delicious you find them is very much a matter of personal taste. I can't say that I found every one of them 'moreish', but I saved the most traditional one to be sure to end on a high note and was not disappointed.

The service from Sulfikar and his colleagues was outstanding. Helpful and informative, there when you wanted them, but not intrusive. The men were dressed as smartly as you would expect, and the women wore the most richly designed dresses with palm tree motifs which created a great sense of occasion as they moved to and fro.

The room itself has a wonderful restrained but rich ambiance with towering palms (albeit which look suspiciously similar to one another) under the glass roof and the atmosphere was enhanced with a gentle recital from the resident pianist.

Afternoon tea is one of our favourite treats, and of the prestige locations we have enjoyed The Landmark is the one that we are most likely to return to and recommend. Sure, it's not cheap. But it is an experience we are pleased to remember and one which our guests will look back on as a highlight of their visit.

Me and my newlywed Wife were really happy with our stay here. It was very beautiful and we really want to thank Shantel Echebima for her help. She was warm, professional and very accommodating. She made sure we had a lovely stay. An asset to the team. We will be returning very soon. Thank you!
Farshid & Megan

We had an early evening drink in The Mirror Bar to celebrate my wife`s Birthday where we sat at the bar.
The Staff were extremely friendly and knowledgeable.
We would recommend the Champagne Mojito they were absolutely amazing.
We then moved to The Great Central Bar where we had dinner more pub grub sort of menu.
The food was good and was asked on several occasions if everything was ok.
When we left my Wife left her phone on the table, upon arriving home and a quick search we discovered where it was and recovered it the next day.
The security staff had kept it safe and returned it to my wife without issue.
We had a really great evening phone aside, and will return again for sure.
However please be aware this is a high end luxury hotel and the prices reflect that.
Lisa and Ellis Jenkins Of Portobello Rd.

The service was an absolute nightmare! Despite booking two rooms a year in advance for our wedding at Old Marylebone Town Hall, things took a turn for the worse. The hotel initially suggested a photo session, but the nightmare began when they bombarded us with ridiculous rules.

They insisted we book much more expensive rooms if we wanted photos, and the photographer couldn't use any equipment. Plus, they demanded that no one be in the background, which is practically impossible in a massive hotel. As if that weren't enough, they threatened security action if we even dared to take pictures on our phones! It was beyond shocking and disgusting.

But wait, there's more. When we considered upgrading to more expensive rooms to comply with their absurd rules, the hotel informed us that we could only take pictures between 12:00 and 16:00. I explained that our wedding was at 9 am, and we weren't going to sit around until noon just to take pictures. Their response? They had another wedding in the morning, so they prioritized accommodating all photographers with designated time slots.

This nonsensical prioritization made sense if we were staying for a week, but we were there for just one night and had to travel back hundreds of miles. They didn't even attempt to compromise or offer an apology. I strongly recommend steering clear of this hotel and opting for one where the staff genuinely strives to make your stay comfortable, without insisting on unnecessary expenses. Shocking, disgusting and very unprofessional service. Avoid.

Well what a dissapointment!
The hotel is fantastic (did not stay there) but the building is so nice. However we booked afternoon team and I have to say it was the worst I have every had! The sandwiches were stale on the sides. The cakes were not great and we ended up only eating two (and both of them half was left) and when you think you are paying £98 each you at least expect to enjoy it. WOULD NEVER go back and would highly recommend you dont go. It is such a pity as the staff was nice and the surroundings were lovely but the food was really bad. We did explain this to them when we were leaving especially when we left all the food but all they said was I will let the team know.... Not great customer service.

Always my go to when visiting london. Worth a stay when the price is under £500. Very warm though, turn it down! :)

My family and I recently stayed at The Landmark, London.

The hotel is really stunning, particularly the central atrium, with generous and well appointed rooms, great food, and a lovely spa. In the main, staff were courteous, friendly and very professional.

However, our positive impression of The Landmark was spoilt by our experience at the front desk, both at check-in and check-out.

Once we had reached the front desk check-in took in excess of 20mins. It later became apparent that despite all four rooms having been paid in full in advance, and that all were linked onto one booking, the front desk took almost £1,700 in pre-authorisations the vast majority of which was without the knowledge of the primary guest.

Check-out took as long as check-in and the front desk team were unable to explain the reason behind the excessive pre-authorisations other than putting it down to a 'training need'.

Our party left with some pre-authorisations and pre-payments still showing against their accounts with the front desk team saying it would all be sorted within 5 days - let's hope that is the case.

Although the front desk team apologised for the unexplained errors there was no goodwill gesture on the part of the hotel in recognition of the problems they had created.

Would I stay at The Landmark again? Perhaps, but not until the pre-authorisations have been resolved and the memory of the poor first & last impressions has faded.