Jumeirah Carlton Tower

We had a wonderful stay at this fantastic hotel. The family suite we booked was spacious and comfortably accommodated everyone. The balcony overlooking the gardens was a lovely spot to wake up to each morning. The service was exceptional, particularly the attentive porters and knowledgeable concierge. Each room was elegantly decorated with thoughtful and high-quality amenities. This undoubtedly stands as the best London hotel we’ve ever stayed in. One suggestion for improvement would be to enhance the breakfast service. It was quite chaotic, and the staff seemed generally uninformed and unsure of their duties, except for one older gentleman. Additionally, the afternoon tea was enjoyable, but the ambiance could be improved. The lounge often feels like a social gathering place rather than a dedicated tea room. Despite these minor issues, I highly recommend this hotel for a fantastic stay in London.

Dear Team, I hope this message finds you well. I am writing to provide feedback regarding my recent stay at Jumeirah Carlton Tower, from 4th of December 2024 to 11th of December 2024. While I appreciate the overall hospitality and the services provided by the hotel, I encountered several issues during my stay that I feel should be addressed. It is worth noting that this is my second visit to this hotel, and I did not face these issues during my first stay. First Issue: Upon arrival, our reservation was for a “Garden Suite with exclusive access to Cadogan Private Gardens.” However, during check-in, we were informed that our room would have a view of the mentioned garden. Unfortunately, we were assigned a room overlooking neighboring buildings, with the excuse that a room with a garden view was not available at the moment. We immediately notified the front desk about this issue on the first day, but we received no response or change of room. I would also like to highlight that we repeated this request over the next four days, but we did not receive any feedback. The excuse given was that garden-view rooms were unavailable until two days later, when we personally approached the front desk. They informed us that a room would be available after 5 PM. Additionally, we were told that our booking depended on the availability of garden-view rooms, which are often unavailable. This was not mentioned on the Booking.com app during the reservation process when I made the payment. Second Issue: Upon entering the room, we requested for the beds to be separated. When we left the room and returned around 10 PM to rest, we were surprised to find that the beds were not separated. We were extremely tired from traveling and just wanted to sleep. We had to call again to request the separation of the beds. Third and Major Issue: I paid the full amount for my stay upon arrival, and when I checked in, I provided my debit card for the payment to be processed at the front desk. The payment was made in full. However, upon checking out on December 11th, the responsible staff member informed me that I owed the cost of the stay again, along with double the amount and service charges, which I was not asked if I wanted to pay. She claimed I had not paid for my stay at check-in. I informed her that I had paid the full amount and showed her a screenshot of the payment from my banking app. I asked her to check with her team at the front desk, as this indicated poor communication and a lack of evidence that I had paid, other than the screenshot from my bank app. This issue persisted even after I left the hotel and arrived back in the UAE, when I was surprised to find that your team had charged my account for the amount they had asked for upon check-out, making my account go into negative balance. This was despite informing the staff member to confirm with the relevant department to avoid any issues after check-out. I then contacted Booking.com and requested to speak with the same staff member. I spoke to her on the phone and told her that this mistake was unacceptable. I demanded that my money be refunded within a day, which was done. She claimed she didn’t know where the mistake had occurred, and I was truly frustrated by this, especially as a loyal guest of Jumeirah. Finally, I would like to highlight that I had to repeatedly request and remind the team about my three issues mentioned above multiple times, which caused a lot of inconvenience and frustration. I understand that these things can sometimes happen, but I wanted to bring them to your attention in the hope that they can be improved for future guests. I hope you take my feedback into consideration to enhance the experience for future guests. I would be happy to discuss this matter further if necessary. Thank you for your attention to this matter, and I look forward to hearing from you soon. Best regards, ALYAZIA

Excellent service especially from Carlo the chauffeur who went out of his way to take us to our destination, it completed a good stay. He was courteous and friendly, went out of his way to help us and it was a wonderful, comfortable ride. Thank you.

The team members were so attentive, professional, personable and FUN - all the way from the entry doorman, to the front desk and concierge, to all of the other team members. The hotel is modern and sooo clean. I have never seen a hotel room with such detailed benefits - incredible that it included a complete tea service, several crystal glasses for wine and spirits (with such available in the room), snacks, etc. Balcony with great views of the City. Everything was fantastic!

This is a rather long overdue review about a stay at this incredible property with my family. Having stayed here numerous times on my trips to London (some of which I have written reviews here about in the past), I decided to try and experience another stay here but this time with my family. As a family of 6 with four children between 17 to 4 years old, finding rooms in a hotel that would give us the required spaces but yet be together as a family is not an easy ask by any standard. Despite, I threw this challenge to the Guest Relations team led by Yuliana. To my pleasant surprise, they were able to put together some ideas and options for us from which we selected one. Due to the complexities of our requirements, the rooms where not ready when we arrived but the team worked wonders to get our setup ready. Not just did Yuliana lead in managing the situation, but she literally rolled up her sleeves to get involved to ensure that the rooms were ready and the setup and the attention to details was significantly more than anything I have ever experienced. WOW!! Perhaps I have been procrastinating in writing this review because I haven’t found the words to do the whole experience justice. Yuliana and her team pieced together every bit of information and personalised the stay and rooms and goodies to perfection for each and every single family member. My family was speechless and till today, an experience they recollect very fondly. Yuliana ensured that within every day there were surprises throughout. From memorabilia to Roald Dahl goodies / books (a family favourite). We were made to feel so special from our first arrival at the hotel to the very last point of departing the hotel. The care, attention to details, and personalised experience was mind blowing. My wife still asks how I managed to do all that. I thank Yuliana for such magical experience for every single family member. You’ve helped create such wonderful memories for us together as a family and one that we will never forget. Owing to your unparalleled leadership, caring, thoughtfulness and attention to details Yuliana, my family cannot wait to return to CTJ. Thank you so much and I’m immensely grateful!!