"AVOID!!! 5 stars? It is 2 at best. Soundproofed rooms? They are not. Booked as 5 star and expecting peace due to soundproof rooms, and since its a quiet area of London, to be fully rested prior to a significant medical appointment. Got woken by excessive noise before 10pm. Noise continued until well after midnight. Sounded like furniture being moved (not lifted) and items being thrown. Spent 2 hours trying to contact reception/staff, including by their message service. It's 18 hours later and still have no response or apologies. Hotel.com tried to reach hotel by phone in the morning for approx 20 to 30 mins. They also received no reply. Was woken again around 6am by noise from above room.
Staff making noise not resident.
Room was in basement. Small and smelly. Small and short bed, couldn't access both sides of the bed. Only 1 UK plug socket in the room. Couldn't open the window safely due external stairs right outside. The window was huge, big enough to walk through like a door, from the stairs straight into the room, so not safe to have open for fresh air.
Room was average level of clean, not 5 star clean. Coffee and tea in room but not 5 star quality. Chipped glasses.
Could have put up with the smaller issues, even the small bed and cramped room (note we booked deluxe, not compact) but the excessive and persistent noise, causing lack of sleep, the lie about a soundproof room and the unsafe room/window situation are outrageous.
Disappointed and exhausted."