Overall, our 2-night stay at Marlin Waterloo (18–20 Nov) was comfortable, but several service issues were quite disappointing. We arrived early at 10am hoping to check in or at least secure our room allocation, but were told we couldn’t check in and no effort was made to reserve the higher-floor room we requested. It felt like our early arrival did not give any priority at all. There was also no complimentary mineral water in the room, which was surprising for a hotel of this standard.
Another frustration was that even though I informed the team that we would check out at 11:30am, housekeeping still came knocking earlier. This showed poor internal communication.
Service overall was not great, except for one staff member, Paul, whom we only met during checkout. He was courteous, helpful and professional — it’s just unfortunate we only encountered him at the end of our stay.
The stay itself was pleasant, but these service issues definitely affected the overall experience. Hopefully the hotel can improve on communication and guest care moving forward.
It was an amazing stay. Marline Waterloo Hotel was one of the best experiences we had in London, which make our tour more memorable. Hotel was simply amazing. Restaurants, shopping, underground tube and tourist attractions are nearby. Overall a complete package for any tourists.
During my trip, I stayed in Room 622. I arrived quite late that day, and a tall white front desk manager greeted me warmly and helped me check in. He also offered polite care on several occasions when we met later. The room was clean, warm and bright, with a view of the Tower of London in the distance. All the staff I encountered were very patient. It was a warm hotel, and I will stay there again next time.
I had a wonderful stay at this hotel. The location is perfect—close to public transport and major attractions. The room was spotlessly clean, well-maintained, and very comfortable. Highly recommended for both business and leisure travelers.