I was here back in November. They were short of staff (like every hotel in London), but had a WhatsApp address they would respond to within 10min or so. A few mistakes were made, but as I’ve had previously, the hotel proactively follows up to apologise/ offer any required compensation (for relatively small matters). I don’t love this hote because of the location and the somewhat mediocre design, but if I had to be in the area I wouldn’t have any qualms about staying.