Jumeirah Carlton Tower

Another great stay at the Jumeirah Carlton Tower, the beds are so comfortable and the rooms are larger than average 5 star London hotels, a special thank you to Lenn in La Maison Ani who made our children’s birthday breakfast so special and has a great flair for customer service - Merci Bien Lenn!

This 5* luxury hotel is incredible, I loved every single moment of my stay at Jumeirah Carlton Tower. 3 minutes walking from Knightsbridge, one of the most exclusive area in the city Centre. The hotel is gorgeous - loved the hall, the Peak, the Talise Spa and the Fitness Centre is the most beautiful I have ever seen. My room at the 17th floor was spacious and beautiful, loved the style and the personalized welcome amenities in room at the arrival. Staff goes above and beyond - high level standards in all outlets. Great Reception, great room service and in room dining experience, great stewarding and doorman, you can clearly see that there is an amazing atmosphere and a great leader leading the Team. Great staff at the Peak where is the best place to have a quick and fast breakfast overlooking the Codogan Gardens. I felt recognized in every single moment - huge thanks for making my stay memorable. I highly recommend Jumeirah Carlton Tower to everyone!!

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.