 We reported that the bed was rather hard uncomfortable and noisy which detracted from our stay somewhat However I had an email at home waiting for me from the manager saying they were looking into this problem thanking us for the comment and offering a free upgrade on our next visit also to contact him direct with email address just before we arrived and he would ensure all was OK for us 
 The proficiency efficiency and helpfulness if the staff could not be beaten This included advising a private limo for fixed price return journey across London which was cheaper than taxi The front desk the serving staff in the bar and at breakfast were very polite throughout Excellent 