Renaissance Hotel Heathrow – where status means nothing

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In order to get a bit rest after my visit to the new United lounges I booked a reasonably priced hotel at Heathrow. The Renaissance chain are part of the Marriott group and are usually considered 4*. I accept from the start that this particular property is undergoing renovation and that this may have had an impact on my experiences there.

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Their new Reception is finished:

Invalid request error occurred.

It look quite smart. At check-in I was asked whether I would like water or orange juice and I asked them to deliver it to the room. There was no mention of any other benefits at check-in.

The room, un-renovated, was, as they all are, small.

Invalid request error occurred.

The decor is dated, and the bathroom as small as can be.

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Whilst the room is perfect for a simple overnight stay, I wouldn’t wish to stay longer.

The WiFi is not free, despite is being supposed to be for both Marriott Rewards Gold members and in my room rate. £16 for 24 hours.

There was no upgrade to a better room, no access to the Executive lounge and the promised water never arrived in the room.

I had an early departure and mentioned all of these problems to the agent, who apologised. I hope I’ll be getting a survey!

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  1. I am not surprised. In all the places I have traveled the UK seems to be slacking when it comes to noticing a members *status*.
    I can’t think of one time where I haven’t had to mention my status there and in most cases I didn’t receive anything *thumbs down*.

  2. I have to say that you had an unfortunate stay there….I had two nights there, around christmas time this past winter, as I had layovers to and from India and needed to room there…and my elite benefits were honored 100 percent and then some! I was upgraded, given club access and given free wifi. On top of that I received credit for their restaurant (dont know why). I think it was just one of those days for you :/

  3. I stayed there in October. I am a Marriott Platinum. It needs renovation and updating, but I had a very nice stay. Internet was free and I had club access. The wine was free flowing, and the food plentiful enough for making it a dinner. The breakfast was nice as well. The rooms are super small, but I did not expect an airport hotel to upgrade me or have large rooms. I could not believe how quiet the room was, given that we are right in the Heathrow flight path. As a bonus, I did this as a Certificate stay on a 1-5 Cert. I reserved it before it was changed to a Cat. 6.

  4. No club access and/or breakfast for Gold/Platinum = US$100 guarantee compensation.

  5. As a Gold, your internet bill should have been removed from the bill. Your keycard should have given you access to the lounge …

    As a Plat, this property normally gives me a choice of having breakfast in the lounge or the main restaurant – e-mail me if you want the e-mail of the GM.

  6. Dear Sir,

    Thank you for your feedback posted via your blog, following a recent stay at the Renaissance London Heathrow.

    As you mentioned, the hotel is undergoing a complete refurbishment and I thought it appropriate to update you on our progress.

    We have just completed the opening of Bar Eleven, an informal bar offering a large choice to both our leisure and business travellers and are currently working on our new restaurant.

    I was pleased to read your positive comments on the lobby, but this is not new and is also due for a complete overhaul over the coming weeks.

    As for our Executive Lounge overlooking the runway, this is currently closed for refurbishment, hence we were unable to offer access to this facility. This will re-open in early July, together with the first 100+ renovated rooms.

    I was surprised to read about your internet charges, for access to Gold members is indeed free of charge. Please do contact me and I will gladly reverse any charges.

    Your pictures also show the outside – again an outdated appearance and we are also planning to address this area during our extensive improvements.

    We look forward to welcoming you and the readers of your blog to our rejuvenated Renaissance in the not too distant future.

    Kind regards,

    Jan Willem Lensen
    General Manager

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