We just returned from an outstanding stay at this hotel. We went to the checkin desk in the lobby and were walked up to the 8th floor checkin area by the desk clerk. We got a great suite (using Diamond suite upgrade), and loved every part of our stay. We were a bit under the weather for a day or two, and the room service chicken soup saved the trip! Room service was surprisingly affordable...
SO and I were reflecting on our stay, and we thought one of the highlights of our stay was taking our tea in the club lounge. One of the staff brought our tea out to us, and we watched the London rain out of several of the windows in the club. It was something about the level of service at 3 pm in the club (when we were the only folks there) that set this stay apart from other club hotel stays. Everything else in the stay was as close to perfect as one could expect.
We used the hotel concierge to pre-book London Eye tix. We got great service and advice from concierge that saved us money -- I would recommend using these folks, as they were really helpful.