Had a dissapointing two day stay at the hotel. On the first night, left the breakfast form on my door and was waiting for breakfast at the indicated time. Called the reception and they told me they never received the form. Later I found the form on the floor and realized that it was dropped by accident by the gentleman who brought my room service the night earlier. I decide to try again and place the filled form on the door for breakfast the next day. I get a call in the morning telling me that if they were to bring breakfast to my room, that they would have to charge me. My fare included breakfast (it is not only in my booking confirmation, but it was also mentioned during check-in). I only selected the items for breakfast that did not result in additional charges and which were included in my tariff. The receptionist started telling me some story to which I told her I didn't have time for this (the reason why I wanted breakfast early in the room is because I didn't have time to go to the restaurant). Aside from the very poor service which I have never experienced in a 5-star establishment, the shower was leaking and made noises. There was also something broken in the drain and what looked like brown paint. The room was freezing cold even when I put the heat on at 35C. Overall, pretty terrible experience and have had better stays at 4-star hotels in London. Highly recommend business travelers to avoid this one.

We previously stayed at this hotel several years ago when we saw Motown.

As a result of our experience on that visit we chose it again but this time had the club room upgrade as you get the use of the club lounge and a larger room and better facilities.

On arrival we were very early so we were able to leave our case and pop into the city, the staff as before were very accommodating and attentive making you feel like a valued customer. The man on the front desk was concerned our room was not ready even though we were early and offered us a standard room until ours was available, the Manager (forget his name but when we spoke to him he was from Mauritius originally) took us personally to the club lounge and gave us complimentary g&t’s (club lounge alcoholic drinks don’t start until 5p.m). He was happy to chat to us for some time which was nice.

On returning to get ready for the show we were escorted to our room by a lovely chap (from Romania originally and again forgot his name!) who again was very happy to chat to us as if we were almost friends and I found out he used to work for the same company as me some years ago.

The room was lovely and the glass partition between the bedroom and the bathroom that you could close off using an electric blind was a nice if somewhat surprising touch.

The complimentary snacks and drinks during the day and alcoholic ones after 5pm were all top quality brands/foods. The complimentary continental breakfast we had in the morning was also part of the club room deal and was as good in terms of quality and choice as one would expect.

The location, staff and value for money that this hotel and room option offer is nothing short of outstanding.

Now our hotel of choice when staying in the capital and deservedly so, well done to the staff for the whole experience.