I recently booked a London stay through the SLH telephone reservation system. They were very attentive and obliging. Then I had to cancel the booking and I did that by calling the hotel directly. No problem at all. Then a week or so after the date when I was to have stayed at the hotel SLH sent me an email asking for my feedback on my stay. They also said I only needed one further 'stay' to go up to the next tier.