One comment: tiny rooms. Don't be fooled by the images montage!

I was initially offered literally a 'cubicle' of a room in another building across the road with a bed only large enough for my 10 year old. I refused to stay in that room and the friendly-enough staff offered to a larger room to the main building thus raising my expectations, only to find out that the double bed occupied 80% of the room and you can hardly move about without banging into something. Space was so scarce that they could not fit a chair and you had to use the work-desk sitting on the edge of the bed! Add to that the wi-fi was not available in my room because it was "too-far" from the router, and my miserable experience was complete.

Arrived on a Tuesday afternoon to find that my booking was not on their system. The manager told the assistant to issue my room and sort it out afterwards. The assitant ignored her and took 15 minutes to sort it out - and you could tell from her horrendous attitude that she thought I was making my booking up - even though in the end I had to show my booking on my iphone !!!

So to the room - tiny with no hot water and a tiny heater. It was freezing. Water sorted out 30 minutes later - probably still sorting my booking out before they would give me hot water.

At 1pm in the night the water started banging and this was extremely loud. I phoned reception and one hour later they sorted it out.

The only good thing about this place was the restaurant manager at breakfast who was polite and helpful.

When I came to pay I was told the manager was not there at 9.15am in the morning but would call me later - this was two weeks ago and I have still not heard from her.

Their attitude is horrendous and the hotel is poor. Dont stay here !!!!!!

We had originally booked in at the Executive Rooms by Shaftesbury that is suppose to be the second building of the hotel. Well we had a child with us, and apparently the rooms in the Executive Rooms are rather small and no extra bed would fit there. But the hotel solved it and gave us an amazing room in the BW Premier Shaftesbury building. We had room 501, a completely renovated room (max 1 year ago), and it was tastefully decorated. Big double bed, really nice and clean bathroom, big nice television, window that could be opened, air conditioning etc. Everything you need. High quality finish of the hotel - would definitely rate it as a 4 star hotel. The reception staff, especially the spanish lady, was very welcoming and attended perfectly to our requests if we had any. I look forward to coming back to the hotel really really soon, and will definitely recommend all my clients to stay there. Tube station is only 2-3 minutes walk away from the hotel. Small shops, cafes and restaurants is in the area. Had 4 amazing nights there. Thank you. See you soon!

So ...after reading horror reviews we were anxious .the hotel is being refurbished and we were lucky enough to bag a brand new room on level 5 .new carpet decor and mattress .bedding clean .heating self controlled .bathroom only had shower but was spotless and functional.
Breakfast was buffet .fresh with ample choice .
Reception staff a little bit hopeless but didnt cause too many problems .
Yes there was building noise on the Sunday morning but hey !! Not a major problem.