The hotel and spa are good, but they fall short of what could be a truly excellent guest experience. There are a number of missed opportunities throughout the customer journey. The main issue doesn't appear to be staffing levels, but rather inconsistent training, a lack of management oversight, and insufficient quality control checks.
That said, I would return. The spa facilities are enjoyable, the building is impressive, and there is plenty to like. However, I would avoid dining in the hotel restaurant for breakfast or dinner and would probably skip the bar as well. There are numerous excellent alternatives just behind the hotel and across the road that offer better value and service.
My advice to future guests would be to check carefully what is and isn't included in your package before arrival, research the parking options in advance, and make use of the valet parking service if it suits you (£30 per day). On arrival, ensure your room has a TV remote and that the complimentary refreshments have been fully stocked. Unfortunately, requests for missing items seemed to fall on deaf ears during our stay.
One final surprise was the room service tray charge, which felt excessive and was higher than I've experienced in some luxury Mayfair hotels.
Overall, a good hotel with the potential to be great, but one that would benefit significantly from stronger management attention to detail and service standards.
