We loved this hotel for many reasons: beautiful, great location right across from St. James tube station, new, luxury rooms with amazing beds, comforters and pillows, great technology, free wifi, nice minibars, etc. But a few things were not so great that the hotel needs to work on: (1) our room (353) was able to hear all of the garbage truck loading/unloading in the back alley; my father's room was an interior room and did not have this issue; (2) one morning, a fire alarm went off at 6:20am. My husband and I got dressed, grabbed passports and before heading downstairs called the front desk to see if it was a false alarm. It was, and no announcement followed indicating a false alarm. Eventually the alarm went off. To make matters worse, the alarm went off falsely off and on for 3 (THREE) more hours!!!! and an announcement was never made, no apology was ever made, no mention at all. I am/was pregnant, and we had Wimbledon plans that day, and given my lack of sleep things did not go well. No credit or anything was issued. (3) The housekeeper never cleaned or removed any glasses that had anything in them. I had a glass of orange juice sitting in the room for an entire day (they come 2x a day) until I finally set it outside in the hallway. They did the same thing again with a glass of water. It was just never cleaned. Very odd. (4) I joined the Ambassador program at the end of May. For some reason it did not register with the "system". When I was in Boston, the woman at the front desk saw the confirmation email and updated my status. At this London IC, the woman at the front desk said "I'm sorry, the system isn't registering." All I wanted was my water and basket of fruit, which my father got (he and I registered on the same day.) So obviously they have some service kinks to work out, but the physical hotel is awesome, really pretty, new modern and luxurious. The food options are not great though. We never ate at either the lounge or the restaurant after a less than average but expensive breakfast. Fortunately there is a Starbucks, Pret a Manger, convenience store and another coffee place within a block (many food options, even a pub next door.) I would stay here again, with slightly lower service expectations.
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