Review of London Marriott Hotel County Hall 5*

Horrible horrible! Stayed here recently and the service was so bad. I was shocked considering how expensive it was they would make sure the service was better. We booked a trip through the concierge since we were in another country and felt we would like a more convenient way of traveling since we did not want to get lost. They told us about this trip they book through a third party. We thought about it and decided later on to book it. We went back down to the concierge office and the guy was on the phone not paying us any attention. He put the person on hold and asked us what we needed. We said we want to book the trip to Windsor Castle but the one that does JUST Windsor castle. He said "there is no trip like that" we than showed him in the book which one we were showed by the previous employee working. He said "oh I didn't even know we had that" and said okay I need you card. Did not tell her a thing about the trip. I hand him my card and he swipes my card a receipt comes out and he says we have to go to victoria station for pick up. I explained I booked the trip for convenience and thought it would be piking us up at the hotel. He said they don't do that and its "NoN refundable". Annoyed we left and the next mourning we took a cab and showed the cab driver the address on the receipt unfortunately the cab driver drove us to the wrong place. We missed the pick up and had to go back to the hotel in which had to now pay both ways. The hotel called the tour place and they said they will leave the tickets at the group entrance for us and we could ride back with them at 5:15 pm and meet at the coach buses parking lot. So we took the train there (more money) and once we got to the place they couldn't find out tickets. Eventually they found them but we were only able to see one part of the castle by the time they found them. We then before 5 pm go to the coach parking lot only to find out they already left. We than take the train back (more money) go to the hotel to complain and the property manager who was extremely rude Channel Henderson told me they will not do anything to help and basically not their problem. I asked to speak to someone in a higher position and she told me that she was the highest person there. I then spoke to a employee who over heard and was sad I was being treated like that and who told me there was in fact someone higher than her and showed me who he was (Sheikh And) who basically told me nothing he can do but if it was his employees fault for not explaining it properly and letting us know it was non refundable until after he ran the card he would look into it and of course he never did. If a hotel like Marriott is going to get commission off of booking these trips they need to be responsible when their employees do things wrong. Never again!