We stayed here for one night on a Saturday for a Birthday Surprise, the hotel is in a really great location for Leicester Square.
When we arrived we were able to check in early (about an hour) which was really good. The receptionist was friendly enough, and checked us in very quickly, as we had pre paid.
The main issue that we had with this hotel is that, when paying £200+ for a one night stay, you expect for the TV to work in the room. This wasn't the case, the receptionist did send someone to have a look, at as they walked into the room, it came on, but the remote control didn't work, so we couldn't change the channel as the TV is built into the wall. Because of this we decided to go out, and ask someone to change the batteries etc while we were out. We came back after about 3 Hours, and they had looked at the TV but the remote didn't work, and they didn't have any spares. They ended up taking one from another room, so I presume leaving them with a non working TV. Because of all this they did give us a free breakfast the next morning, which was ok.
We then decided to have a bottle of wine from the bar, which was a bit of a chore, first of all the barman didn't have any of the wine, but then he found a bottle, then we asked for a receipt and he didn't know how to print one. After 10 mins of waiting he said he would call the manager and bring it up to the room, which he did 10 Minutes later.
The restaurant in the morning was in a bit of mayhem, I had to wait 15 minutes for a glass of apple juice, as the waiter that went to the cellar didn't know where anything was... I would have thought you would have topped up the stock before service, it wasn't busy? Cant really complain as I didn't pay for it after all!
I think the main problem with this hotel is that if I was paying £100, I would be really happy with it, but it definitely didn't meet expectations for a £200+ hotel.
Little tip, if you get put into room 4, it has a disabled access shower, which completely soaks the bathroom, ask for extra towels to mop it up!
Its really obvious at this place that the staff are all new, but I would have though that having a full hotel, and it being a Saturday night there would be an experienced Manager / Owner available for any problems the staff had. This wasn't the case as even the Duty Manager told me he was new.
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