Russell London

Staffs in concierge and housekeeping are not enough. we observed guests were lining up in front of concierge. and there is only one housekeeper in this big hotel (though the housekeeper in the night shift has already very helpful to clean up our room asap when we found the room is not yet making up in the evening time)

Upon arrival they did not have our booking on the system, we were told to take a seat and someone would be with us in 5 minutes, 15 minutes later we were still waiting, so i approached reception and was told it would be another 5 minutes. i took a seat and waited, another 5 minutes passed and nobody came so i went back to reception and managed the person that was dealing with the issue was back but serving someone else so i waited and asked if there was any news about my reservation. it was clear from their expression that they had completely forgotten about us and proceeded to check us in immediately. i could understand if it was particularly busy, it was not, my first impression was disappointing and no apologies were made for the delay or the missing reservation. we were then late to the west end show we had booked months in advance and missed the first 10 minutes which was upsetting for us as it was a birthday treat. most disappointed.

The rooms toward the street are quite noisy. worse, i payed room and breakfast via my credit card upon arrival - yet my mother was asked to pay for her breakfast cash upon attempting to leave the breakfast room. double billing could be prevented, but this lack of communication between reception and hotel staff led to a very embarassing situation. the staff demanding cash were quite very rude.

The decor might need some refreshment, thoug it is cool like this, as well.

Internet connection should be free of charge. i have recently been in the usa. all my hotels had free internet wireless connection.