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Stayed 1 night 16th May 2013 and had an exceptional customer experience from Ashraf on reception. Unfortunately I had lost my credit card and realised this when checking in with Ashraf. Ashraf offered to call and totally calmed me down in a very stressful situation. He then ensured everything was sorted out in a very professional and friendly manner. The hotel was very nice clean and lovely views over the Thames. Totally recommend to stay and for fun take a ride on cable for fab views

Wonderful welcome when we checked in, lots of useful local advice. Then my partner became unwell with a horrible migraine. The staff brought me a spare duvet, more toilet rolls and anything we needed. Later that night when there was no food and she hadn't eaten the night team made her some toast that meant she was well enough to enjoy the rest of our stay. Pool was not adequately staffed but clean and nice. I ate breakfast myself the morning my partner was sick... When I went back to get some more fruit juice my table was cleared and someone else seated in my seat..... It wasn't busy so I just found another seat, but it made me feel really uncomfortable as I returned to my seat and those who had been sat around me looked just as confused as me

We chose this hotel for our conference/annual reunion as they offer very competitive rates at weekends, and it gave us the opportunity to offer some interesting excursions in a fast changing part of London which many delegates had not seen before. But this is one occasion where even I would accept using a satnav - on my first visit my black cab driver could not find it and during our reunion the coach driver (himself from the east end) lost his way bringing us back from an outing. It is, to be fair, very handy for the DLR if you can arrive by public transport (and for London City Airport) and it is immediately next to the Emirates Airline cable car across the river (a useful landmark if you are lost). It backs onto Excel West so a good place to stay if you are visiting an exhibition there.There were some screw ups in the booking arrangements during the year of planning (due I think to changes in their conference staff and information not being passed on) but the hotel did everything they could to mitigate the effects in good time for our reunion.Reception staff were very pleasant, helpful and efficient. The entrance area is quite spacious and airy, although I was irritated that the "automatic" entry doors need you to find a spare hand to press a button - twice - and the lobby has a strong smell of chlorine from the adjacent pool especially while you are waiting (as you have to) for a lift. They have the strangest lifts in that there is only one call button on any floor, thus whether you are going up or down the lift stops, and if there are two of you and the lift arrives empty, you have to fight over which way to go first.The bedrooms are fairly standard size for an hotel of its class, and well equipped with almost everything you could want: ironing board, hairdryer, tea makings, lots of TV channels and pay to view films, plus free still and sparkling water in the minibar - but no safe! Lighting is truly dismal, impossible to see anything inside the wardrobe even in full daylight. Beds are OK (although I had twin beds so did not sleep well).My very small bathroom had the shower inside the deep bath, no grab rails to assist access and an ill-positioned door stop ready to catch my toes or be trodden on when climbing out. Again very dim lighting, a nice make up/shaving mirror but no way I could use it and have my face lit enough to see what I was doing. Good toiletries.The standard of housekeeping was outstandingly good, everything used was replaced in full each day (this is not often the case in my experience) - they even spotted a fault in the room that I had forgotten to report, and mended it.I have a lovely view of the dock, the cable car and the dome across the river (from an even numbered room at the front) while the good soundproofing reduced disturbance from the City airport movements. The airport anyway has a curfew, no night flights.Conference facilities on the first floor also have stunning views and the staff were excellent at arranging the room from conference to dining layout and back again. But the roving microphones were temperamental and the staff of our evening private bar, while very charming, had varying levels of English comprehension.I ate only breakfast in the main dining room and it was fairly ordinary, with the hot food on the buffet mostly gone cold. On the other hand the conference meals (buffets and sit down), not withstanding that we had had to plan to a tight budget, were all very tasty, well presented and served piping hot - no mean feat when serving dinner to 100. Wines are passably good and not over-expensive. There are free newspapers (not a full range) in the lobby but free wifi is rationed to two hours a day after which the charges are fairly eye watering, Parking charges are also very high.I had no time to try the pool and gym.Overall, a patchy experience but I think they are definitely trying and this could be an excellent hotel with more attention to detail..If you are plannin

Stayed here with the missus and kids for a day as was visiting the O2 Arena,. Stay was a good one. Upon check-in there seemed to be a slight mix up with the reservations as there was no indication of an extra bed in the room. The gentleman on reception, Hemank, was very friendly and apologetic and arranged the extra bed asap. Not only that but due to the mix up, Hemank upgraded us to a higher category room and apologised profusely, A gesture that was very much appreciated by myself and mainly the missus.Didn't spend to much time in the hotel, but the time we did spend was good. Nice swimming pool (which the kids enjoyed) and breakfast the following day was good with a nice choice (and I have to say the breakfast manager (forgot their name) was also excellent.I must say every time we passed reception Hemank looked up and smiled and asked if everything was ok which was really nice and showed this hotel train their staff to make guests feel at home. He also arranged a taxi for us to get to the O2 and had several reccomdations (one of which we had dinner at) for dinner at the o2!!! Great service all round. Checkout was quick and efficient and also friendly (Vasili checked us out) would recommend this hotel for future, especially as the service was excellent and friendly

I have never left an adverse review on here before but had to this time. The location is great and the rooms are adequate and clean. Comfortable beds. The reception staff are lovely BUT what lets this hotel down is the restaurant, as other people have commented. I wish I had listened to those reviews! We waited ages for our order to be taken for dinner whilst other people were served around us. No basic courtesy....such as checking back to see that everything was ok. Food quite bland and expensive. At breakfast, again no-one came back to offer more coffee or check we were ok. I feel that the customer service training needs to be looked at urgently for the restaurant....came away feeling disappointed with the value for money and will not stay there again!