Lovely room, although wish we had a view of the Square and not a construction site. Thought we might have been offered a better view for the price of your upgrade.

Breakfast service. As was the case last year, breakfast is a chaotic and unpredictable experience. From what we can tell, there are not enough staff; staff seem bewildered by the challenge of remembering orders without taking notes; our orders of tea and coffee were often forgotten; on several mornings no one asked us what we would like to order at all. Staff do not seem to be assigned to specific tales so it all looks to be a random circus ... disappointing. Do better!

The location is excellent, right on Trafalgar Square with easy access to the Tube. The rooms were very comfortable and the air conditioning worked great (it was very hot and muggy in London). The breakfast was outstanding!

We arrived late the first night and wanted to shower but the shower did not work. I was not ok with that, but when I called the front desk, they told me maintenance wouldn’t be back to work until 9:00 AM the next day. I was very surprised that a first class hotel was not able to provide better service to a critical function. Also, the elevator situation was ridiculous… I believe there was only one working elevator. We had multiple extended waits for elevator service.

The location, across from Trafalgar Square was perfect for either walking or heralding a cab to the tourist locations I was visiting. My room was well appointed with a sofa and table, chair with desk, very good closets and dry cleaning/laundry services, a well designed bathroom, and was quiet. The concierge was very helpful with directions to the sights and post office for mailing, and the doorman went out of his way to help herald taxis.

The lobby, by the elevator was under construction, making ingress and egress a bit difficult and the restaurant was booked for a private event on the night I had planned to eat there. They did not honor the prices I had booked on Booking when I left.

The staff were lovely - I let them know there was a birthday and they gave us a complimentary bottle of Prosecco, celebratory chocolates, free room upgrade and free drinks in the Rooftop Bar (we don’t drink so we had to leave the Prosecco but it was a lovely gesture). Breakfast was lovely, great choice from the buffet and additional choice from the a la carte menu included in the price. Location is spectacular, right on Trafalgar Square, but no sound of traffic etc. Beautiful rooms, beautiful decor throughout the hotel, such a great stay.

The only issue was that the TV wouldn’t let us cast to it, so we couldn’t watch Netflix or Prime and had to watch normal TV instead

OMG. What a fabulous hotel. The staff is beyond awesome. The rooms are amazing as are the large bathrooms. The location on Trafalgar Square near the West End with all the theatres is flawless. A special shout-out to Artem, the Ukrainian "coffee boy" who makes everyone's morning seem like just the right way to start the day. I will return whenever I am in London, which is at least once a year.

Nothing

The location is pretty perfect but the reception and door staff were the best part. As a solo traveller it’s so nice to be greeted and farewelled as you come and go. Just really friendly and helpful, but always without overdoing it. They were great.

The restaurant staff are very warm and hardworking but overall the restaurant and bar area are disappointing given the location. A very limited menu, tired decor and seating materials, and a very limited outdoor bar area on the rooftop. I’d also love to have had one morning with a pot of tea that was piping hot. I stayed for 6 breakfasts - 6 pots of lukewarm tea. This is being picky I know - but what is it with hotels that don’t serve tea hot!

The location is in a fabulous spot. Staff are always friendly. Clean and functional smart bedrooms.

Wasn’t informed before arrival that there was renovations going on whilst we were staying there. Was dissatisfied that I’d put a request in on booking, asked at our early check in to leave our luggage with you at the property, Was told this would be accommodated and then when we return at check in to go to our assigned room, it was not there. We then had to go back downstairs to ask to be moved to a room that was asked for. It was cold on the indoor roof terrace and breakfast.

The service and cleanliness of the hotel were fantastic. The staff were very friendly and accommodating. They were all very knowledgeable and took my bags early, and left them in my room when check-in was available.

There was a lot of staff in the lobby itself, which wasn't that large. It was a bit intimidating being surrounded on all sides when checking in. I imagine it's because of how popular the area is and how busy they were. Perhaps it's also because of them having trainees that day. Speaking of it seemed like one of the staff members was a bit patronizing towards the trainees who were fantastic. It could also be perhaps a bit micromanaging, but that doesn't affect the overall experience too much.

Front of house staff and roof top team were excellent. Rooms were lovely. Great day on the rooftop bar.

We wanted to stay with our two children but we're only offered two rooms by booking.Com app. However the property had rooms that could of accommodated us free but because of the booking terms we were not able to change so paid more than we should of which was disappointing. Also on leaving there was a couple of protests going on with road closures making getting a taxi difficult. However staff let us know in advance. We think this is an issue with the app rather than the hotel.

The service was exceptional and the rooms were very clean. Housekeeping did an excellent job of tidying/cleaning the room each day as well. The location is phenomenal. We were in walking distance to so many tube stations along with Traflagar Square and Buckingham Palace, among others. Everyone who worked at the hotel was always so friendly. This was our first trip to London and enjoyed it thoroughly.

A slightly wider range food menu on the rooftop would have been nice since the main restaurant was under construction. The food we did have though was great!