Stayed one night at Andaz with some problems (although not the hotel's fault) but a great resolution.

We had arranged a transfer from Paddington to the hotel via Euston (to pick up my parents). I had requested a Jaguar to arrive at 16:30 to meet our train. On arrival at Paddington, there was no-one with a board so we went out to the taxi rank to check there. No car there either. I phoned the hotel who said there had been road works and the driver had had to park further away than usual (I also received an email to this effect at 16:37). We told the hotel where we were and were advised the car would pick us up shortly from there. At 16:55 (we were supposed to pick up my parents at Euston at 16:45), there was still no sign of the car, so I phoned the hotel again. I was pretty annoyed by this time - there is little in point in prebooking a car if it doesn't come at the right time - but whilst on the phone a Mercedes turned up. I wasn't over pleased that the car was a Merc not a Jag, but it didn't actually matter.

I don't believe the problems with the transfer were the fault of the hotel but the fault of the driver. It is difficult to know what traffic will be like in London, but as a professional driver, it is your job to allow enough time and know where road works are in advance.

The hotel however really did their best to make up for this. On arrival, the 2 rooms I had booked at been upgraded (I booked 2 queens, which were upgraded to a King and Large King). In the large King there was a note apologising for the problems with the transfer and saying we wouldn't have to pay for it. This was a better solution that I would have proposed so I was really happy with that. I hope the hotel didn't pay full price to the company providing the transfer.

Around 15 minutes after check-in, I had a phone call apologising again and offering free drinks in the champagne bar. This was really going above what was needed and made me feel great about the hotel.

Then at checkout the next morning, the duty manager apologised in person (it was getting a bit embarrasing by this time really) and there were no charges except room rate. (I had ordered flowers and these were not on the bill).

Excluding the transfer part:
Positives:
both rooms upgraded
breakfast for 2 people per room included (even though only one diamond member)
hotel got flowers from Tesco for me, only charging a 10% charge as I didn't want to pay florist prices
great customer service in general
good rate for London (£133 + VAT)

Negative:
despite requesting in advance, we had feather pillows not foam in the room. Maybe the other room got foam, but I had said I wanted foam pillows in the diamond member's room, and flowers in our guest's room so something went wrong there.