Review of London Marriott Hotel Regents Park 4*

We checked in on the 3rd October, to celebrate my birthday and our 2nd year wedding anniversary. Upon check in we were greeted by a Russian lady receptionist who was superb. The best receptionist iv ever met. My husband had booked a deluxe room, and requested firm pillows. As the lady checked us in and learnt of our double celebration, she offered to upgrade us. We were pleased to hear this and accepted. When we got to our room I was very disapponted. The room looked very odd, the bathroom drains stank, the sofa was torn, there was no red runner across the bed, the bed itself was lumpy/bumpy and not the classic comfy Marriot bed, no bath mat in the bathroom, tea cups still had lipstick on them from the previous guests, it was shocking. As it was my birthday and determined not to get looked in waiting for various in house services to rectify the issues, we quickly changed and proceeded into London for all the activities we had booked. I have stayed in Marriott in LA, San Franciso, New Castle, Heathrow Marriot countless times, but this room did not meet the Marriot standards upheld by all the other sites and in turn certainly didn't meet mine. The lady at the reception was terrific and even organised a bottle of wine to be sent up in the evening which was a lovely touch. I am however a little upset about the condition of the room and felt I had to give this feedback. I feel that as a result, in future I may consider a different group of hotels, as clearly standards cannot be upheld which is a hassle I would rather not deal with. We were left questioning whether we should have accepted the upgrade or stuck to our original booking? Thanks Arjun & Dawn Shah.