On checking in on a Saturday afternoon, we were disappointed to find that the hotel had no record from our agent of our booking. I'm still unclear whether this was the hotel or the agent's fault. The check-in person probably handled it as well as they could in the circumstances but if they could have simply explained why they needed to e.g. disappear into the office with my printout for several minutes, things would have gone a bit easier.
Once the manager got involved directly, things went a lot better and we were given drinks in the bar while they set up our reservation again. The bar/restaurant manager we found extremely friendly throughout our stay. We were in the end given an accessible room which was very spacious and had a nice view over the docks.
Apart from the above, we found this an excellent hotel being very close to the DLR (Royal Victoria, although this part of the line was closed unfortunately) replacement bus stop and cable car. One or two nice restaurants and cafes in the same road as the hotel, leading up to the Excel which itself is only maybe 300 metres away.
Breakfast was very nice and check-out was handled fine. Despite the problems when we arrived, I'd definitely recommend the hotel and would stay here again.More