Courtyard by Marriott London

Clean, nice beds and staff are nice however in my room, the refrigerator smelled terrible as did the dishwasher. the television remote didn't work and there was no shower curtain in the washroom. That aside, the security at this place is incredible and, there is various types of food for sale at the front desk, which is awesome. There are also laundry facilities available to use as well. My stay was short, but great.

Parking lot was extremely icy. One kid slipped while trying to get into the hotel. The hotel felt understaffed due to the full capacity which meant slower servo at the front desk and breakfast. The rooms were clean and nicely presented. The staff was pleasant and friendly despite being pulled in multiple directions.

Our stay was ruined; we booked this hotel over the holidays specifically for the kids to use the pool during our stay. We even called before reservation and they said yes, it is fully functional. Soon as we checked in we asked to use the pool and was told it was under treatment and would be ready anything the next day, the next day we asked, was told to check in the afternoon, same story for all the 3 days we were there. We came to understand it had been closed (I guess due to the pool with a dirty ring review a few weeks before our stay), and obviously would be opening in a few more weeks. Why the lies? The front desk kept giving us stories just to pass us on to the next shift. Asked for the manger; wouldn’t be there until the next morning at 10am, of course there was “no manager” when we asked again the next day.Some of the front desk staff are also incompetent as they gave us wrong information that the bistro would be open on Dec. 26th evening and she was “sure” but came down to other for the kids and of course it wasn’t open. Asked for the manger’s email address, gave us the business card for the marketing manager, got an automatic response she would be out of office for the next week. And up to now, no response to our email. Basically, we were duped into paying for an amenity we didn’t use and could not even get a discount for that.Do yourself a favour and look at the neighbouring hotels (lots) which are just meters away, with much better service for your money.

Rooms clean, beds comfortable. Missed some of the creature comforts. Ice machine was broken on our floor. No breakfast offered although they had a Starbucks on-site that was nice. Staff was excellent and accommodating. They also had an on-site bar that was nice to enjoy in the evening. Overall nice stay. Protocols were in place although not adhered to or enforced. I'd like that policed better.