Positive Reviews
positive:
Friendly, welcoming staff.
Guests generally receive a warm greeting from the reception staff, and find the check-in process to be very efficient. The hotel is quickly gaining a reputation for being family friendly, as children and pets are made to feel as welcome as adults.
positive:
A great night's sleep.
Guests rave about the comfortable beds and pillows. Most also find that the hotel is reasonably quiet at night, no small feat as it is a popular choice with large groups attending functions at the attached London Convention Centre.
positive:
A hotel with great connections...
Guests appreciate the strong, free Wi-Fi connection, as well as the easy access to parking and the short walk to just about every attraction in downtown London.
Negative Reviews
negative:
A much-needed makeover is in progress.
The vast majority of unhappy reviews focus on the condition of the rooms, citing worn out carpets, aging bathroom fixtures, and generally dated decor. However, as of 2015 the hotel is going through an extensive renovation, and the recently finished areas
negative:
Occasional lapses in customer service.
Though most guests have nothing but kind things to say about the reception, housekeeping, and wait staff, a smaller percentage have had unpleasant customer service experiences with all of the above.
negative:
Kids love the pool...
The pool is a little smaller than some guests expected, and a few found that it filled with energetic kids too quickly for adults to enjoy a peaceful soak. Others were daunted to find it does not have stairs, just ladders.