I stayed in December last year. As a Platinum, got an automatic upgrade to the top floor-but-one. I think they called it "club level" but it had zilch benefits I could see. (Apparently room amenities were upgraded.) After complaining, I got upgraded to Towers level, but I was in a bad mood by this stage and felt embarrassed at having had to complain. It also took a couple of phone calls to get the amenity kit. Towers room was nice with superb view and balcony. There was some particularly scrummy Xmas mulled wine in the Towers lounge. Staff were not really friendly, but not rude either, just a little terse. Try and get a room on the front of the hotel (facing East) for the best views (although the lounge also gives you this view, so a room with a South-facing view is also a good option).