To start with the good points - the hotel is extremely well located (about 2 minutes walk from Euston station) and compared to other extortionate London hotel prices it's relatively cheap. From the outside the hotel looks smart and the lobby is modern and clean.
The bad points - first and foremost the customer service throughout the hotel leaves a lot to be desired. On arrival there was a large queue at reception - we had to queue for 30 minutes just to check-in. We thought we had just been unlucky hitting a busy period, but over the three days we stayed at the hotel there were always queues at the desk (one other guest even brought a book to read to kill the time queuing!).
Our room was clean, nothing exceptional - quite small, but this was to be expected. However the air conditioning vent was taped up (thankfully it was a typical English summer weekend so it wasn't required anyway) and the shower gel dispenser didn't work. We reported this to reception and were told it would be fixed during the day - this did not happen. We reported the same fault to reception the next day and an engineer was sent to fix the shower, rather than the dispenser. Eventually at the third time of asking the dispenser was fixed.
A chargeable laundry service is provided, although we were surprised to find that the charge does not include delivering laundry to the room - instead it has to be collected from reception, which means more queuing. We had to collect the laundry a 11pm when the queues had died down.
Our room wasn't cleaned on one of the three days we spent at the hotel, again requiring a call to reception - I was amazed that something so basic as cleaning the room and changing the towels could be forgotten.
Overall was one of the worst hotel experiences I have had in recent years, we wished we had booked into the newly-built Travelodge or Premier Inn which are equally close to Euston. The location is great but in my experience the standard of service is terrible.
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