Booked this for a weekend break. We opted for a suite with a balcony and River Thames views, and were given an excellent room on the 5th floor with stunning views to Parliament and Big Ben. I was assured we could check in at 2pm, however, to be safe we arrived at 2.45pm. The receptionist informed us the room was not ready as had been assured and to return a few hours later. She had made no call at this point to check, so I asked her to. when she tried to call housekeeping, she hung up and told me the line was busy and *shrugged*. She then informed me that I could use a toilet if I wanted to change. At that point the red shutters came down. I can understand that sometimes rooms are not ready, but when you check and when a receptionist can't even reach housekeeping before pointing you to the loos - that is crap service. Fortunately, another staff member intervened and called housekeeping a radical second time. The room, in fact, was ready. However... asthmatics - this is not the place for you. It had been sprayed with something that saw me immediately have an attack and have to take medication. It actually took me abour four days to get over whatver they had sprayed. final complaint (ok, I am being negative, but these are key points), I had made the booking directly with the hotel and added breakfast on. we decided not to have breakfast at the hotel restaurant) and informed the hotel (we had spent just over £100 room service - including champagne). When we checked out, they refused to take it off the bill saying it was part of the package rate. I am writing to them, and our credit card provider, separately on this. Overall, if you pay for a suite with a balcony and a good view they are the plus points, hence 3/5 solely for the view. We didn't try the Latino/Asian restaurant which did not appeal at all (apparently a Latin bar and a Chinese/Japanese menu with just a few options for each course). Room service was not good 2/5. next time we go to London we'll stay north side of the Thames at the Savoy or Ritz. we may not get the same view, but i know we'll get the service and good foob as befitting a five star property.
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