 We waited 35 minutes to start the checking in process while the two out of their depth receptionists struggled with a handful of guests Despite the fact that we arrived late in the afternoon owing to a broken down train our room wasn t ready The guests lounge seemed to be permanently closed The employment of a concierge would have improved matters greatly 
 Excellent location next to Kensington Gardens and a beautiful old building Buffet breakfast was good and staff efficient When we had a problem with our room they upgraded us without our even having to ask The room and bathroom were very pleasant and all the staff were nice 