We stayed here for one night on 9th-10th November in an Executive room. We have stayed here before and loved our previous stay so we were excited to return. We arrived earlier than the check in time as we wanted to drop our bags for and we were given our room early which we were very grateful for. We went up to the room and it was exactly what we expected based on our previous stay. We enjoyed drinks and snacks in the executive lounge. Later in the afternoon we were in our room and we started to hear a high pitched noise. At first we thought it was an alarm of some sort from in the corridor so we didn’t think anything of it as the noise stopped. We left the room shortly afterwards. When we returned to the room later that evening, upon opening the door we could hear the noise again. Again, we just presumed it would go off, and it did. We got ready for bed and we were going to try and sleep so we would be refreshed for the plans that we had for Sunday, but the noise started again and it was getting louder and going on for longer periods of time. We followed the noise and realised it was coming from the wall where our shower was. We said to each other that we would try to sleep, and that if we could still hear it half an hour later then we would go and speak to the reception team. The noise got worse so we headed down to reception just before 11pm. We explained the situation to the concierge who called somebody and said that they would meet us back at the room. We went back up there and shortly afterwards, a member of staff came into our room. The noise wasn’t constant so while he was there he couldn’t hear it but I had recordings of it on my phone and he seemed shocked at how loud it was and called reception for us to say that we needed to be moved rooms. They said someone will call us shortly. Half an hour later we had no call, it was 11:30, we were shattered and just wanted to go to bed, so we ended up carrying our stuff down to reception and spoke to them there, where they didn’t seem aware of the situation, so we aren’t sure who took the message and was supposed to call us back but whoever it was, they didn’t. We were told there were no rooms of our level (executive room on waterside on a high floor) so we would be put in a deluxe room on a lower floor on the DLR side of the hotel and be charged £122 for this room (rather than £169 we paid for the executive room) but we would still receive the executive level benefits. We were given the new room number so we headed up to the room. We weren’t made aware that the lifts behind the glass wall in reception were closer to our new room than the other lifts were, which would’ve been nice to know considering we were carrying our luggage (no offer to help us take it up to the room despite it being so late at this point). By the time we got to the room and got settled for bed, it was around 20 minutes past midnight. 2 hours earlier we had been trying to get to sleep, so it was quite frustrating that it had taken so long to sort out this situation. I called down to reception to request a later checkout time, which they gave us. As we were laying in bed trying to sleep, we realised how noisy the DLR was from the room we had been moved to, there was also a lot of noise from traffic and the high pitched sound was also happening in the new room too, although it wasn’t as loud or as frequent. It seemed to be noises from water pipes so I’m presuming every time somebody used a tap or shower, the noise would start hence why it wasn’t a constant noise. At this point we just wanted to get some sleep because we were shattered, we had a lot planned for the Sunday but had already decided we would need to cancel some of those plans as we were essentially going to lose over 2 hours sleep if we had gone ahead with the original plans. We eventually got to sleep around 1am (after the DLR had stopped and people shouting in the corridors had stopped too!) and woke up the next morning to get ready for the day ahead. I got out of the shower and went to put on my robe and slippers only to find that there weren’t any in this new room we had been given which was very disappointing. My partner used the shower and then when he was finished I went into the bathroom to do my makeup and realise there was no small magnifying mirror on the wall like there had been in our previous room, which again, was a disappointment. We got ready and headed down to breakfast, there was a short queue but we were seated and offered drinks as soon as we were at our table. The staff were wonderful and the food was amazing- we have stayed in many hotels in London over the last few years and the breakfast at the Marriott is by far our favourite, and we were so pleased that it was how we remembered it from our first trip here. We ate breakfast then headed back up to the room to finish getting ready and make a new plan for our day as we were 3 hours behind our schedule due to not being able to sleep until past 1am. We left the hotel and upon checking out at the front desk we were given the bill and then we left. Once we returned home after our day in London, we realised that the bill said we were charged £127 for the deluxe king room, but we were told the previous night that it was £122. Although it is only £5 difference, some consistency would have been nice considering all of the issues we encountered during this stay. I would like to add that our previous stay had no issues, so I don’t believe this is a regular experience for guests at this hotel, it was just unfortunate that it was our experience and that it has tainted the opinion we had of this hotel prior to this trip. I have given them two stars- one for the executive lounge facilities and staff and one for the breakfast facilities and staff, as we had no issues with either of these.
