Carluccio's - Marriott Heathrow

Review summary

1. A

   Averee

   VIP

   London

   16 reviews

   2.0

   16 reviews

   Dined 4 days ago

   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.
   

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2. D

   Diana

   London

   1 review

   5.0

   1 review

   Dined on 5 October 2024

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

   Amazing experience at Carluccio’s for my daughters birthday. Friendly staff really helped me to arrange a special table and they were really attentive to our needs . Food was delicious and will definitely come back
   

   • 

   Carluccio's - Marriott HeathrowResponded on 3 December 2024

   Dear Diana, 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. Many thanks, Julian Thanasi
   

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3. D

   Denise

   Las Vegas

   1 review

   2.0

   1 review

   Dined on 29 September 2024

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

   Uninterested waiter. Line and soda came as a bottle of soda water with a slice of lime as opposed to lime cordial and soda from the pump - lost in translation. My families pizzas were good but my lasagne - think cheap ready meal over cooked in oven. Manager did remove from bill which was appreciated.
   

   Carluccio's - Marriott HeathrowResponded on 3 December 2024

   Hi Denise, 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 apologise 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
   

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4. K

   Katie

   London

   1 review

   2.0

   1 review

   Dined on 27 September 2024

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

   Service was poor. In busy times staff were unable to cope. The wrong dessert was provided. Had to wait a while for the bill. Party table behind was loud and other customers were waiting a while for service/to order. Food was average, with garlic bread overly buttered.
   

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5. CJ

   CraigJ

   VIP

   Glasgow

   6 reviews

   2.0

   6 reviews

   Dined on 9 August 2024

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

   The service was ridiculously slow. Took 15 mins to bring our waters to the table then it just snowballed fro there. I had to go to the bar myself to get a refill on water. The food was very nice.
   

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6. C

   Charlotte75

   Orlando

   4 reviews

   5.0

   4 reviews

   Dined on 24 July 2024

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

   M husband has steak with a mushroom sauce. He said it was excellent. I had the beef ragout pasta, was tasty but could have done with being a bit hotter though
   

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7. AN

   AndrewN

   London

   2 reviews

   1.0

   2 reviews

   Dined on 19 July 2024

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

   We were not given a pzza menu upon arrival. We ordered from the main menu; the food arrived 50 minutes after ordering. It was cold and had to be sent back. We could see that the restaurant was badly managed and disorganised with no effective guidance being given to staff. When we eventually got our food it was good. It then took too long to get our bill. Overall the experience was poor. This could all be remedied by having an effective manager in place to coordinate between front and back of house
   

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8. CB

   CazB

   Oxford

   7 reviews

   4.0

   7 reviews

   Dined on 11 July 2024

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

   The tables are well layed out. We were seated at a round table for 2. It was light and airy. The staff were attentive and helpful. Also, Professional and courteous. We were impressed. The food was excellent; tasty, hot and we didn’t have to wait too long. Portions could have been a little bigger and the staff did seem to wander off when we tried to get their attention a couple of times. But apart from that it was a very enjoyable evening and we will recommend Carluccio’s at Marriot Heathrow to our friends.
   

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9. RL

   RayL

   VIP

   Washington DC

   10 reviews

   5.0

   10 reviews

   Dined on 10 July 2024

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

   We had an early lunch, everyone was awesome. They went above and beyond to make sure we had a great meal. The lasagna was delicious and the rib eye was cooked and seasoned to perfection.
   

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10. OT

    OpenTable Diner

    Las Vegas

    1 review

    3.0

    1 review

    Dined on 8 July 2024

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

    food was delicious but the waiter was really quite sullen and when we tried to talk to him he wasn’t interested and then u get charged a service fee automatically when his service was not good. excellent food though
    

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