We arrived and there was a mix up with our room (12)... the receptionist was not very helpful, (and made us feel it was our fault that we arrived a little early) 1st we were shown to a dirty room...and then I was ignored when I came down to mention it. I immediately went into stress mode as this was our 1 Day with no Kids and we so looked forward to staying. I went up to the dirty room where my wife was standing and at that moment Iain the housekeeping manager walked past and asked if we need any help with anything as we clearly looked a bit distressed. I explained briefly the situation and he asked us to follow him to get this sorted. He spoke to the Italian receptionist and asked what other room was available she mentioned room 17 by now Ian was chatting away giving us the highs of Soho house and the colourful surround that is Soho. 2nd, Room 17 was occupied by another guest - clearly reception has got no clue what's happening... back to reception, Iain asked us to take a seat, offer us a coffee and water while he get us sorted within seconds he did just that. We were on our way to an upgraded room. By this time Iain had us joking/laughing and stress-less. To top it off he offered us a cocktail each of our choice in the restaurant on the house. He clearly love his job and nothing was to much trouble to make sure we started our stay on a positive note. I would like to see people like that at reception.... maybe he should be upstairs not downstairs. People like him will make people come back again and again. My wife and I cannot stop talking about how amazingly he handled a Delicate and potentially explosive situation. Thank you for an amazing stay
Ps: I have already booked a few others nights already