 We arrived to a king bed when my girlfriend and I specifically wanted and booked twin beds The lag time in getting this handled was a bit annoying because the desk clerk did not take this seriously enough Evidently he does not travel because he was very disrespectful of our request and a bit argumentative Car to airport did not arrive Agostinho was not on duty and we waited at least 20 minutes prior to getting into a cab I personally checked on the car about 10 minutes prior to departing and he had not arrived which I found unusual for Great Britain but then at the specific time and he still was not there I felt that a call should have been made promptly rather than waiting for us to have to ask 10 minutes later Hopefully these comments can be taken in a positive way to help improve customer service for this very nice facility 
 We had the specific pleasure of having a wonderful concierge Agostinho He went out of his way to do anything he could for us He helped book and hand pick theater seats for us for 4 plays arrange a trip to the Cotswolds and just in general gave us tips on places to eat and where to go with very specific directions 