The consierge is the best thing about this hotel. Its only a shame he isn't there all the time! I think many more people would be happier. On my way into London, I had a call from someone at "reservations to confirm my double non smoking room" - Ok.. great - thought that was fantastic as she even gave us directions. Got to hotel - and had been told we could leave luggage. The guy on reception said our double room wasn't ready, but we left our luggage and went to explore. A couple of hours later, we knew the room would be ready by now only to be told by the eceptionist that we couldn't have a double room - only a twin. Oh and they did not receieve payment. I had told payment would be made when I got there. After some discussion, we were offered a smoking room, but it was a double. The receptionist was helpful, apologetic and soon sorted everything out so that we stayed in the smoking room for one night and we were moved to a double non smoking the next day. The staff are very helpful here, and although mix ups happen, the lack of communication from them to us was terrible. I had been told only an hour before we got there we had a double room and had no mention that no payment had been made. The rooms were ok, small but what you expect for the rates. Very impressed with location. The breakfast is great - the best thing about the hotel, apart from the lovely consierge who can advise you on anything and everything! When we were leaving the lift had broken, we were on 5th floor and had to carry our luggage down a fair amount of stairs but they offered to help if needed and hey - who can predict when the lifts will break down.. saying that it was a small lift! I don't know if I would stay there again. I've read it is going to be refurbished etc. If so, then yes because the positives did outway the negatives in the end.