Prior to Arrival:
The breakfast room- beautiful
Therefore customer service sometimes seemed to be disconnected as there is no communication between them. I had this feeling when I checked in, at breakfast and when I found the cleaner in my room preparing for the next guest.As I had a late check out until 4 pm we decided to go around London then come back to refresh and head out for our return train. I know the hotel was fully booked but I had never experienced anyone cleaning my room and stocking up for the next arrival whilst I haven’t checked out. When we came back our room cards didn’t work as they are programmed until 12 pm, again non of the staff let us know about this. The cleaning lady opened the door as she just finished cleaning and preparing for the next guests and was surprised to find us there, as much as we were to find her there. They had not updated their system showing that we have late check out and when I called the hotel they said there was a miss communication. I had packed most of my things before hand but as we took a shower and had a nap I felt really bad for the cleaning lady who had to re do the room.Interestingly on the way to check out another guest was furious about some problems and miss communication on her two rooms. She was furious that as a Diamond member their rooms are not ready and she was given smaller rooms. The front staff where trying to explain that there was another Diamond member like herself in the room with late check out and her room should be ready shortly. I have a feeling these were our rooms. Oh well first come first served. :)Overall I loved the hotel and I would stay there again though there is still room for improvement. I had a sneak-peak in the smaller room and I am not sure if I would be happy to pay £200 per night for them, however I would happily pay the price for our suite. I would give them a 4,5 out of 5 just for the small hick ups that for a two day stay were quite too many in my opinion. All of them can be easily rectified with some staff training which I hope they do soon. If you are a family travelling definitely book the Andaz large king as it has plenty of space to accommodate a family or make sure you get the 218 suite.
I also visited the Masonic Temple which is part of the hotel, but it will be for another review…