I was en route to back home to asia after visiting my father who underwent surgery in Washington and had a one night stop over in London. The 8 hr flight to london was just the first leg of my two day journey so you can imagine how much i just wanted to get to my room to shower and sleep. I had filled out a request online for the room to be ready as I arrived around 8am however the receptionist informed me that the hotel was fully booked and i wouldnt get a room until 2pm. Thats fine, i know there are policies and procedures (I took Hospitality Management at Uni!) i understand housekeeping needs time to clean etc etc. however the receptionist didnt give me any options or make me feel like she was doing her best to help me out. She just said she couldnt guarantee a room before 2pm. I asked if I could just wait in the lobby and she just kept saying there probably wont be anything until 2pm and that i could leave my bag there and go out for the day. After an 8 hr flight- low on sleep-she wants me to go out from 9am til 2pm?! I noticed a lot of people checking out around me and asked if it was just single rooms that were unavailable/how much it would be for an upgrade /what the minimum wait time would be for a if I paid for a bigger room etc--- all options that I had to ask about myself. She said a larger room had just become available and I upgraded my room. I was told that i could get in there as soon as housekeeping were done cleaning it. Again, I had to ask the receptionist to please ask housekeeping to get started on it right away and inform me when its done. Only then did she call to ask housekeeping to start on the room. She said it would be at least two hours. After an hour i went over to check on the progress and she said "they havent called me yet" I had to ask her to follow it up. After one and a half hours I went to check again. Then after about 1hr 45 I was getting really tired and a little emotional and was about to go up to her and just explain how she couldve at least made me FEEL like she gave a damn, but she walked half way up to me and gave a nod. She didnt do anything "wrong" but its not rocket science that hotel staff should make the customers feel welcomed. It kind of felt like she thought she was doing me a favour. Yea, a 130quid favour. Just to make this a constructive complaint, perhaps the hotel could look at additional customer service training for their staff. She couldve just followed up and checked on me while i was waiting in the lobby..or just said "really sorry about this, they are doing their very best to clean the room and we will get you in as soon as possible" etc etc there are a hundred ways to say something so that the customer feels like you are trying.

For my first visit to London, I tried to stay here because of easiness of finding. It was good location and comfortable to stay.

This hotel was one of the highlights of my holiday.
It was central to everything I wanted to do.
The room was lovely and I felt quite at ease with the area it is in.
The rooms are very clean and the staff was very pleasant which is great when you are so far from home.
I would recommend this hotel to anyone.
Looking foreward to staying there again.
Thank you to all the staff.