First class customer service

Great stay with very clean and spacious rooms. We were in a family trip to celebrate the end of the year. The place is surrounded by many theaters and it's located just a 15 minutes walk from London eye and other famous places. Service from the front desk, restaurants and the rest of the staff was amazing. Some of them speak Spanish which was even better for us. We used also the Concierge service a d the girls did an excellent job and gave us some options to spend the new year eve.

Location - great Staff: great - sorted out our issues quickly and without fuss Rooms - we were in a South facing room with a balcony on the 9th floor - just below the rooftop bar. The music was banging until 12:30am. We changed rooms the next day. Breakfast: dreadfully slow service - it took 20 mins before our order was taken and another 20 before anything appeared. OJ was just from a carton and not freshly squeezed. We didn't bother for the second morning and got a takeout from Pret across the road. Summary: it was ok but touch focus on style over substance for this price point imho.

One of the best hotels and service I’ve ever experienced. The staffs attention to detail was incredible and made our stay very special as we celebrated my son’s birthday. I will be returning and if you are considering this hotel PLS BOOK it!

Fantastic hotel...friendly staff...highly recommend

Early check in honoured, room good, great location

Brilliant service and a fantastic hotel

Wonderful property with ideal location. Perfect for being near the action. The breakfast was definitely premium dining.

The location is very good and thats all....At this Hotel we had a terrible experience. My wifes credit card was stolen from her back pack. The credit card was insude a zipped credit card holder insude the backpack. We had two cleanings on this day and we did not understand why? We checked out on the 6th of November and were in Dublin Ireland, we saw 11 to 14 fake charges on our credit card in London... We called the hotel, their security called us back, and said the management would call us back, but nobody called us back...TERRIBLE for a 5 STAR Hotel... Our charges on the card exceeded $4000, bfore we canceled the card...ME London costs almost $500 a night... Terrible ...They just dont care.....

Very nice clean hotel, great location, great staff!!

On arrival the customer service was exceptional. We were greeted with a glass of sparkling wine and were taken to our room in person by the receptionist. She walked us into the room and showed us where all the things in room are, even walking out onto the terrace

Room and staff are first class.

This hotel was not only très chic but also conveniently located and within walking distance to many attractions! I also loved the fact there were several restaurants associated with this property and their rooftop bar/Radio was so classy and had a beautiful view of London!

Staff couldn’t have done more, great location and one of our best London trips ever - we will definitely be back

Very dark …poor service except for the manager who Did help us on our last day STK attached was horrible and we couldn’t even eat the food!! Would not recommend and definitely NOT 5 star property

The photos of this hotel are not what you will see. The round white beautiful seating area, for instance, is for guests with ultra exclusive suites, and not accessible to most hotel guests. And the outdoor seating area is usually covered and fully enclosed, even in August when we went. Our room with a view had a small round porthole of a window, though this site showed a huge window with a great city view. Apparently half the rooms have tiny windows, and they blame Hotels.com for having incorrect photos. The room decor was also nonexistant, even for my taste which lean toward minimalist. The whole experience was very disappointing. On the upside, the location of the hotel is excellent and the lobby is very pretty.

The room Had a investation of small black flies This was very upsetting indeed I did inform hotel and they bought me fly spray

Fantastic location and beautiful hotel.

Beautiful hotel - modern, sleek and very comfortable. Staff are professional, friendly and efficient and location is great. We could not have ended our trip at a better place.

The air freshener being pumped into all the halls was oppressive and made me feel sick. The lighting was dark during the day and so dark in the lift that you could read the signage of what was on which floor.