Sorry to hear of your disappointing experience. Although I found one of the concierges to be not terribly helpful, they otherwise seemed fine. We did get some good suggestions for restaurants @ Soho and Covent Garden. Also as only Silver with Marriott we weren't able to get an upgrade, they told us the hotel was full for the entire 5 day period we were there on our award (In Feb., at 1/2 term). We looked out on some office buildings from a quite spacious room, that even with a very nice rollaway for our daughter and a king size bed, still had lots of room to move around in. We also liked the generous sized refrigerator that we emptied of concession stuff and put our own food and drink in. Housekeeping and room service were quite good in our opinion as well. As for the interior architecture (as well as exterior), it is truly gorgeous, everything you'd expect for a fairly high end hotel in London.