This is quite a trendy hotel with nice decor and lovely rooms, all ruined by inexperienced staff. i've stayed here four times with work and each time have left so frustrated by mistakes by staff and their complete incompetence. Its like they all landed here for the day from a planet with no hotels, they quite literally haven't a clue what they're doing. First time they insisted on taking my credit card when I checked in even though my work was paying, they said it was for security and they wouldn't take any money off, stupidly I gave it to them and over ?1000 was taken off, all my colleagues rooms were charged to my card. Another time we were having a meeting in our suite and a bellboy knocked on the door (even though the Do no disturb sign was on) looking for a trolley we had borrowed and when I told him I would bring it up when we were finished as we were in the middle of a meeting, he insisted he come in and get it now and I had an argument with him at the door but still he demanded to come in and get it. Unbelievably rude and I've never encountered anything like it. This could be a good hotel if they could find good staff, I'm sure they're not all bad, maybe I've been unlucky and only encountered the ones they hired from Faulty Towers. Its almost funny how bad they are.....

I stayed at this hotel for 6 days on a business trip to London and I was mildly surprised at my stay there. The hip decor, sleek lobby and happening bar overshadowed the fact that it's in Shepherds Bush... an area that isn't all that exciting. It's mainly residential but the nearby park (Shepherds Bush Green) was nice for a relaxing stroll. Unfortunately, the hotel is covered with scaffolding and the Shepherds Bush tube station is under construction also. Which meant that you had to walk 15 minutes to one of the various other tube stations around. However, the service was solid, the food was serviceable and the room was a good value. I think that the best aspect of the stay is the bar scene. You will find that many rock bands tend to stay at this hotel and it brings a (one might say) lively crowd to the bar... which is open 24 hours. It's not lux but if you want to stay at a relatively inexpensive room in London and feel like a rock star, this is your place!

On arrival, the friendly receptionist informed me that I'd been upgraded to a superior room. I am very glad I didn't get put in an ordinary room, but was right at the far end of a corridor. The bathroom was very nice with a powerful shower and lovely toiletries. When I purchased two beers in the bar, actually walking up and ordering them myself, I was charged 12% service, for the privilege of the barman bending down and handing me two bottles. I felt this was rather a rip off. The noise through the night was terrible, there was little sound proofing, or effort by other guests to keep quiet. Doors slammed in the corridor every few minutes throughout the entire night, and even though I was at the far end of the corridor I was kept awake. It must have been much worse for those situated in the central area. At 4.30 a.m. the person in the room next door started a phone conversation with America and woke me up. I am not a light sleeper and usually it takes an awful lot to wake me up, so you can imagine how noisy this man was. At first I thought he was speaking loudly in the corridor but realised he was actually next door. There is no way that anyone can have any real privacy when the walls are that thin. Room service was fast, though the food was a little tasteless. The chips were the best thing. Be warned if looking at the map on the hotel website showing the route from the tube station to the hotel. Holland Park tube station is about a 25 minute walk or five pound taxi journey. Until Shepherd's Bush tube station reopens, travelling to this hotel via tube is not an easy option.

You spend all that money making a place look great and then waste it on the customer service! We stayed here for one night, largely as we could get a spa plus room deal. The room was the highlight of the stay. While not well thought out in design (not a lot of hotels work this out though) it was well equipped (except a vending machine in the corridor instead of a mini bar). However that's where it stopped. Customer service was appalling. They lost the spa booking (although the manager worked hard to save us asking for a full refund), bar service was unfriendly and we appeared to be doing the breakfast staff a favour by actually eating there. The photos on the site make it look larger than it is which is credit to their photographers skill but makes you disappointed when you do walk in. If only the manager took the time to invest in the staff then this place would be fantastic. What a shame!

Far too many inconsistencies at this hotel. Bathrooms look lovely in the photos but need work as the tubs had mould. I was told only some rooms had bathrobes. For room service not all items were available (during dinner hour) front staff each had a different story. Housekeeping did a great job as the room and main areas were always clean. The only reason I noticed inconsistencies was due to the fact that I stayed here with a colleague and despite the same booking (room type/rate etc) we had different services and when asking the same questions had totally different answers.