 If it were not for this I would have given you a 10 The person on the desk at the spa could have been more sympathetic apologetic about the lack of pool spa steam room She was not overtly rude However she was brusque and dismissive I chose your hotel because I needed those resources after the long flight from Australia A regular shuttle to and from Heathrow would be welcome even if it resulted in a fee 
 With only one exception the staff were absolutely great from the reception desk to breakfast staff the concierge desk and the doormen All went out of their way to be helpful and they were obviously keen to give good service The staff in the Japanese restaurant couldn t have been kinder to our unexpected young guests who had a two year old child The breakfast service despite huge demand was impressive in its cheerful but brisk management The location of your hotel would be hard to beat with easy access to Westminster Bridge the Thames Westminster Downing St Waterloo Station 2 underground stations and plenty of bus stops 