So, as you could probably tell from my posts here, our experience was far from smooth. In fact, it could be charitably described as a disaster. It was our last day in the country after a really tough year and, if there was one day for everything possible to go wrong, this was the wrong day for it. But the way in which it was handled by management, namely James Street (the GM), more than made up for it and it wasn't just the fact that he refunded me our night's stay and posted a rather significant amount of points to my Honors account. The sincerity with which he spoke about wanting to learn and grow from this experience was, honestly, quite touching. Customer service in the UK is almost a forgotten art (which he himself was quick to acknowledge, to my amazement!), but it's good to see it's not dead at least at this particular hotel. Definitely going to give these guys another shot next time I'm passing through.