We've been staying here for nearly 10 years now when we come during Christmas. The service is impeccable. For us, the location is great. Right next to a tube stop away from the busy central London tourist areas. The hotel is amazing...with one exception. The bed. For years, as other hotels have invested in pillows and matresses, we've watched the beds get harder and the "wear divets" deeper. For us, we're used to fluffy pillows and a soft fluffy bed. We've been in many different rooms, including top suites, and the beds just are extremely underwhelming. We may consider a different place next year unfortunately since getting a good nights' sleep is so important. I hope someone with authority reads this and actually takes it to heart. We love this place, but may have to move on after a decade.