I normally do not post reviews, however, our recent experience was so far below par I felt it warranted one. I know there are many buzz words in the lodging industry, but when a location claims to be 4* and provides a concierge service, I expect a higher level of customer service. This was not the case with Marlin, from the initial arrival to our departure, our experience was probably the worst we've had during our time in the UK. We booked a two bedroom "executive" apartment, paid extra for a balcony, paid extra for parking garage, and specifically requested a room with a good view on the river side when we made our booking. However, when I checked in, I asked the "concierge" desk (the attendant happened to be the Operations Manager) if our room was on the river side and if it had a good view. The response was no, they were fully booked and they were unable to provide a room on the river side that met my request. I was told to check with them on Friday and possibly there would be some vacancies and they could see about moving us at that time. Since it was a late check-in we had no choice but to accept what was given to us; but first I was given the "opportunity" to circle their parking garage for about 15 minutes looking for a ghost parking stall. Since I was unable to find the designated stall, I parked randomly and returned to the concierge desk (Operations Manager), at which time I explained that I could not find the parking space. I was told to find any space labelled as Marlin and use it...no explanation as to why I was unable to find the parking stall or even a map of the establishment to assist. After finally parking my car, my family and I went to our "executive" apartment...it was the most appalling apartment I've ever been in. The bedroom window was broken, the living space was cramped, the unit smelled horrid, and the balcony was a small space that overlooked the back alley way. Needless to say, this was not what we agreed to pay for, nor what we expected. We returned to the concierge desk and voiced our disgust over the apartment and requested an immediate refund; the Ops Manager "called" headquarters and "miraculously" was able to find an apartment that was a little closer to what was advertised on their website. Interesting that roughly 30 minutes prior I was told by him that everything was booked (magic cancellation?). Since it was getting late, we accepted the second apartment; however, I voiced my continued concern/disappointment to Marlin's headquarters. The next day we were promptly called by the Ops Manager, (as would be expected if you get a call from your headquarters) he said his staff was working on trying to find us a suitable apartment that met our initial reservation requests and he would get back to me soon. He called back and said there was a suitable apartment that they were waiting for the occupants to clear out of and that they could offer that to me; I agreed to look at it once it was ready. The Ops Manager assured me he would notify me as soon as it was ready. Roughly 2 hours later, "I" had to engage with him, at which time he informed me that it was no longer available (guests extended their stay). I would have expected an update to the fact vice me having to seek out information. I was once again told his staff was adamantly working on finding another apartment, he would let me know something in 10 to 15 minutes...last time I heard from him or his "concerned" staff. Based on the poor accommodations and complete lack of customer concern we decided that we had had enough and cut our holiday short to return home. I spoke with the concierge desk and informed the attendant of our intent; she said she would have to check with the Ops Manager because she couldn't authorize our departure. after a couple of hours, she informed me she had gotten approval from the Ops Manager and "they" would work with their reservation office to process my refund for the Saturday that we were not staying for. We departed and I followed up with the reservation office the next day...they had no clue of my situation. I contacted Marlin HQ to try and get a resolution, that went nowhere; I attempted to work the Ops Manager at Empire Square, his memory was foggy, he didn't recall giving authorization for our early departure so he had to check with his staff...15 minute later he called back and said he did see the record and he did give authorization for us to depart, however, he didn't agree to any refund...maybe I'm confused, why on Earth would I need his approval to leave the apartment; his approval was for reimbursement purposes not authorization for me to leave! Needless to say, they refuse to honor the refund, I've had no further contact with anyone from Marlin (HQ, reservations, or site)..beware! read more