I booked two standard double rooms, initially for 11 nights as my husband was having major surgery at University College Hospital.

This hotel was the nearest to the hospital. The rooms were not ready at the 2pm check in time and the receptionist dealing with us had an attitude that it was tough. Eventually we checked in at 4pm and were given complimentary upgrades to deluxe king size rooms.

My room was quite spacious, but my daughter & son-in laws was a poky room with a king size bed. I wanted to swap with my daughter as there was only me in the larger room but she would not hear of it.

When we arrived it was quite cold. My daughter & son-in-law had no heating in their room. It could not be fixed so they were offered to move to another room. Upon looking at the room, it was more like a cupboard, with a wardrobe not 2 feet wide. As they were there for 11 nights no way would their clothes fit in.

They stayed in the original room. When the weather warmed up the air con was not working, again it was not fixed. the following day they had a water leak through the ceiling. The room was unbearably hot.

The fire alarm went off at 2.20am and when we asked the next day, it was shrugged off and we were told that it was a mistake.

Although the rooms appeared clean upon arrival, the daily housekeeping was very poor. I had a glass coffee table and it was so dusty that I wrote 'clean me' in the dust. The bedspreads at the end of the bed were thick dust. I think the carpet was only hoovered twice and I stayed for 22 days in the end!!

My air conditioning was not working properly and I got fed up with reporting it and just gave up in the end. When reporting it, I was spoken to as if I was an idiot, being informed that I needed to adjust the thermostat. When I replied that it was set at minimum it was grudgingly agreed that someone would be up to look at it. The staff were not at all friendly or helpful.

Yes I could have complained a lot more, but my husband was seriously ill in hospital following a serious complication, so I was stressed out enough without more at the hotel.

One night (the only night) we went into the bar for 1 drink. After paying for drinks we checked the bill to find a 12.5% service charge had been added. Upon checking the bar menu it stated that there was an OPTIONAL service charge.

We weren't given the option and as a matter of principle argued with four different members of staff until eventually we threatened to report them to trading standards. At this point the manager appeared and refunded the service charge. It was not the money, it was the principle.

Another omission in my daughter & son-in-laws room was instructions in the event of fire. I believe that this may be illegal.

I know hotels in London are expensive and rooms are renowned for being small, but for the price we paid, I expected a clean, well maintained room.

In general the staff were not friendly or helpful. Would I stay here again? Definitely NO.