RichardInSF

I am pleased to report that I finally got an answer from the GM in which he apologized and said he had highlighted this issue to staff so it wouldn't happen again. I'm satisfied with the reply, though not spectacularly so.

This is a HR, not a GH or PH, so I guess one shouldn't really expect outstanding service. It's a decent hotel, but it's definitely time that a major city like London had a PH.