Looks good on the photos but terrible in practice. The hotel is on a very busy road, which would be fine if their windows were properly noise insulated and their AC worked. We had to try three different rooms before finding one where you couldn’t hear the ambulances, police cars, buses and even just people slamming their car doors at the hotel entrance. If you want ventilation (and until their AC works, you will) then you have to open your window to get air from one of the three most polluted roads in London. To top it all off, you can hear noise from the adjacent room as if it was your own. While lying in bed, I could hear the mobile phone games from my neighbor… adding isolation to the connecting door could fix this but according to a receptionist, this noise is inevitable.
Service wise, some of the personnel were helpful in trying to find solutions while others were very much uninterested. Reception is understaffed and you can forget about connecting to them from your room phone. After holding for almost 10 minutes, we decided to just go down to speak with someone. Which involved a touchpad elevator system that just displayed “can’t find elevator now please contact reception”
Perks mentioned for VIP rewards members are not honored.
Overall, a mess of a hotel that refuses to improve or even acknowledge its shortcomings. There’s no luxury in bad service, broken smart elevators and lack of sleep from preventable noise pollution.