Carluccio's - Marriott Heathrow

Review summary

1. RP

   RuthiePoo

   London5 reviews

   4.0

   Dined 5 days ago

   1. Overall 4
   2. Food 5
   3. Service 5
   4. Ambience 3

   Fantastic reliable Italian food and great server who was supremely happy and attentive. Perfect place to eat before flying out the next morning. But it is in an airport hotel which had no ambiance but that’s not Carluccio’s fault!
   

   Carluccio's - Marriott HeathrowResponded 2 days ago

   Dear RuthiePoo, Thank you very much for your review. I'm so pleased you enjoyed your dining experience at Carluccio's due to good quality food and friendly service. I look forward to welcome you back. Kind Regards, Julian Thanasi
   

   Is this helpful?

2. 一雄

   Tokyo1 review

   1.0

   Dined on 19 February 2025

   1. Overall 1
   2. Food 2
   3. Service 1
   4. Ambience 3

   当該レストランで計2回食事したが店舗のスタッフから人種差別を感じた。 具体的には他の客は4人用テーブルに案内されてるのに此方のリクエストはダメ。 飲み物・料理の配膳も後回し。 二度と行きたくありません。
   

   Is this helpful?

3. A

   Angela

   London8 reviews

   1.0

   Dined on 19 February 2025

   1. Overall 1
   2. Food 3
   3. Service 1
   4. Ambience 2

   Party of 5 ordered drinks but didn’t turn up one drink was ordered a bit later that turned up straight away the other 4 we had to chase they had forgotten. Ordered the food asked if chips came with the meal she said yes. Food arrived sporadically the last meal turned up 5 mins after the others they had to start or else it would have cold. No chips with the meal. Then were told it doesn’t come with chips had to wait for chips. Some of the party had finished their meal and the waitress removed their plates and asked if they wanted to see the dessert menu whilst 2 were still finishing their meal that was served late! The manager must have noticed our frustration but didn’t bother to come over himself he just made himself look busy by running from one area to another but the waitress returned eventually saying we would get dessert on the house. The food was the only good thing but the service was a shambles. The staff were obviously very new, didn’t understand the menu no common sense and communication very poor. We were local, imagine staying in that hotel it must be a shock witnessing this fiasco paying hotel prices as I imagine we weren’t the only people complaining. Wouldn’t go back, wouldn’t recommend. Needs major improvements especially staff training as it just seemed they were thrown into the deep end!
   

   Carluccio's - Marriott HeathrowResponded 2 days ago

   Dear Angela, Thank you for taking the time to let us know about your experience and sharing your feedback. Providing the highest level of hospitality is our number one priority and I sincerely apologize for failing to meet your expectations. I have shared your feedback with the team to ensure the necessary guidelines are in place and reviewed to prevent such inconveniences from occurring in the future. I hope you would give us a second chance to serve you better on your next visit. Kind Regards, Julian Thanasi
   

   Is this helpful?

4. R

   Raj

   London4 reviews

   4.0

   Dined on 15 February 2025

   1. Overall 4
   2. Food 4
   3. Service 5
   4. Ambience 4

   The restaurant and food was very good, lovely atmosphere relaxing and not too formal or too casual. Menu has great choices and variety of fish, poultry, pasta and pizzas. The bar which wraps around the entrance lounge and restaurant can try and make you a cocktail which may not be on the list
   

   Carluccio's - Marriott HeathrowResponded 2 days ago

   Dear Raj, Thank you very much for your wonderful review. I'm so pleased you enjoyed your dining experience at Carluccio's due to good quality food and friendly service. I look forward to welcome you back. Kind Regards, Julian Thanasi
   

   Is this helpful?

5. C

   Chris VIP

   London14 reviews

   4.0

   Dined on 7 February 2025

   1. Overall 4
   2. Food 4
   3. Service 4
   4. Ambience 3

   Always good food (the steak was cooked perfectly and very tasty).we always book here when we stay at the hotel before a morning flight and it never disappoints. Nothing fancy, just a good selection of Italian food and other good things.
   

   Carluccio's - Marriott HeathrowResponded 2 days ago

   Dear Chris, Thank you for your review. I'm so pleased you enjoyed your dining experience at Carluccio's due to good quality food. I look forward to welcome you back. Kind Regards, Julian Thanasi
   

   Is this helpful?

6. B

   Beata

   London1 review

   5.0

   Dined on 18 January 2025

   1. Overall 5
   2. Food 5
   3. Service 5
   4. Ambience 5

   Dinner was fantastic, the staff was very helpful, the decoration reminded me of being in Amalfi again. I highly recommend it, the food was delicious
   

   Carluccio's - Marriott HeathrowResponded 2 days ago

   Dear Beata, Thank you very much for your wonderful review. I'm so pleased you enjoyed your dining experience at Carluccio's due to good quality food and friendly service. I look forward to welcome you back. Kind Regards, Julian Thanasi
   

   Is this helpful?

7. A

   Alberta

   London1 review

   5.0

   Dined on 15 January 2025

   1. Overall 5
   2. Food 5
   3. Service 5
   4. Ambience 5

   Overall a very enjoyable evening especially the service - thank you, we will be back.
   

   Carluccio's - Marriott HeathrowResponded 2 days ago

   Dear Alberta, Thank you very much for your wonderful review and I look forward to welcome you back. Kind Regards, Julian Thanasi
   

   Is this helpful?

8. B

   Bob

   Hertfordshire8 reviews

   5.0

   Dined on 14 January 2025

   1. Overall 5
   2. Food 5
   3. Service 5
   4. Ambience 5

   Excellent service, nice staff, good food, the only negative is that they charge you for parking £15, they could easy validate parking for clients ??
   

   Is this helpful?

9. m

   meet

   London1 review

   2.0

   Dined on 4 January 2025

   1. Overall 2
   2. Food 1
   3. Service 1
   4. Ambience 5

   The service was v slow and poor. It took them 30 min to bring our drinks to us which I ordered for my friend whom I met accidentally . The taste of risotto was horrible. When my son ordered his coke ..that also I had to go to the bar and pick myself as we could not wait any longer.If they did not have Pepsi max it was their duty to tell us rather than making us wait..it was our anniversary but I feel I threw my money in bin
   

   Carluccio's - Marriott HeathrowResponded 2 days ago

   Dear Meet, Thank you for taking the time to let us know about your experience and sharing your feedback. Providing the highest level of hospitality is our number one priority and I sincerely apologize for failing to meet your expectations. I have shared your feedback with the team to ensure the necessary guidelines are in place and reviewed to prevent such inconveniences from occurring in the future. I hope you would give us a second chance to serve you better on your next visit. Kind Regards, Julian Thanasi
   

   Is this helpful?

10. A

    Averee

    London16 reviews

    2.0

    Dined on 23 December 2024

    1. Overall 2
    2. Food 2
    3. Service 2
    4. Ambience 4

    We stayed at the hotel and had dinner and breakfast at Carluccio's. We had paid extra for a kids eat free + breakfast included package. When we checked in to the hotel and we asked to ensure we understood how it how worked and were told it is quite easy, they have the room number and it is all done automatically. When we arrived we mentioned the package we booked, just in case to ensure all was smooth. It was not. The people at the restaurant went to check with the front desk that this was indeed the case. We ordered, all good. Food came quickly. The calamari was deeply disappointing and lacked in flavour. The lasagna tasted like it was a frozen meal from a super market. The ravioli was delicious and the fish and chips were also incredible. Fast forward to the bill. Kids meals were on the bill. We again had to ask about the kids eat free, they again had to go through the process of verifying and checking we really had paid for this package before another bill was produced and we paid. Then to breakfast. We went through this process all over again. Mentioning when we arrived we had booked a breakfast included package, asked to ensure we knew if we could order off the menu or if it was the buffet only. Ordered the egg white omelette. The egg white was runny, to the point I did not feel safe eating it, it was that undercooked. Ordered hot chocolates for the kids, which were served so hot I had to get milk to cool them down. The cup was hot to the touch. Otherwise, decent spread available as part of the buffet. Eggs royale, ordered off the menu was good. We again asked about breakfast being included in the package we booked, and we were not sure if the drinks we ordered were or were not included. Sat there for 10 minutes while they talked to the manager + front desk. Told to sign bill for the full amount and when we checked out it would be properly reflected. Manager apologised and offered us coffee. Frustrating experience with mediocre food.
    

    Is this helpful?