This was not OK for me when they lost my laundry!! They misplaced my suite and I left London without it!!! I was on a multi-city business trip visiting clients and I had to rely on my other suite (It's always good to have a backup!). The suite was mailed to my home address two weeks after.

I have been regularly staying at this hotel since late 1990s and it was my home in London. Since 2004 the hotel has been into a downward spiral and I decided to abandon Starwood hotels in London due to the lack of adequate minimum standards (off course this is excluding The Lanesborough).

I wonder when Starwood will review their positioning strategy in a key city like London. still waiting.....