My boyfriend had a business trip to London during the Paralympics this past summer,so I decided to tag along. The brazilian team were staying at the same hotel! We stayed at the Novotel since it was close to my boyfriend's work. Anyway, the service at the hotel was good. However, I do like having access to Wi-Fi and didn't get any since you had to pay for it prior to using it. You would have to go downstairs and check on the lobby computer. The bathroom was nice and had a comfy bed. I did like the location of the hotel, of course when I didn't get lost of the streets of London.

This has been a mega disappointment even for a 4-star, or perhaps I should say, especially for a 4-star property. First the pluses: just around the corner from Tower Hill Station, reachable by both Circle and District lines and right in front of Tower of London, the river and the Tower Bridge. That's about where the positives end. Unfriendly, rather clueless service, no offer of any assistance with anything at all, be it which way is the lift, or re any maps or things in the area. When one asks for advice, it is impossible to get any decent help with anything, including how to get places, so get on google maps down in the foyer, you will have better luck as I was led down the proverbial "garden path" by one of the annoyed looking reception staff. The front desk seems constantly understaffed, most of the time there only 2 people and lines of people checking in or out. Simple request of an umbrella when it was pouring down with rain was a 20min exercise in waiting time as lines built.

I was first put in room 725 which was horrible freezing little hole, unrenovated and with most horrid soft ancient bed I have had the misfortune to sleep in in the last 10 years. You could feel the content of it and it bent under normal weight to the point where my back was wrecked after only 1 night in it. Pillows horrid lumps of synthetic something and no choices given of anything else. The bathroom had fixtures circa 1972 even with manual bath plug and rusted shower head, and it stunk of moisture damage and sewerage! The heater in the room (a manual aircon type control) simply did not work, so after a freezing sleepless night I was moved to another room the next day. Bruno on the front desk, perhaps the only friendly person there, was extremely apologetic, and when I said if he knows that the rooms are this inadequate and old, why are they putting full paying guests into them (I booked through hotel website), he just apologised, said he was aware of it but they were fully booked and would move me the next day. So for the following 2 nights they put me in room 328, "with free upgrade", I assume that means that the bed is more modern and does not bend to the floor, making squeaky noises that wake up one at night and heating instead of freezing to death - so I advise you to demand this "upgrade" as of right. Housekeeping was very ordinary also, in the "upgraded room", in 2 nights I stayed there noone put any shampoo or conditioner though it was present in the "freezer" of the room I first was put in, Nepresso machine did not work, and the tea was not replaced from the day before. They are all small things but annoying considering how much one pays here per night.

I was relocated to shower only room and it did not drain, the sink also filled up to half when one has water running for any period of time and did not drain for a very long time. The internet though complimentary is extremely slow wishing you to throw your Notebook Air out of the window out of frustration - it is that bad. The room service staff very friendly and helpful, chicken ceasar salad, average but edible, but club sandwich ordered with brown bread, and confirmed as such, came as a white bread soggy creation, barely edible. If you are starving and have little time, walk a little towards Fenchurch station down the road which has some decent pubs and places to eat as well as the usual modern day fixtures in cafes etc. Will not stay here again, not even for 170 pounds that it cost me to stay here. Surely there are 3-star establishments cheaper and better out there that are better value, this is definitely not a 4 star worthy stay.

Whilst the rooms are a little small the location, service and breakfast make up for it. We are a family of 4 (2 teenagers) and found the fact that we were only a 2 min walk from the tube and 2 min walk from the most magnificent view of the tower of london and thames all lit up to have added so much to the trip that we will definitely stay there again.

Rooms: Stayed here for a 2 night city break. Price was reasonable for London, booked through a separate agent. We were upgraded to an executive triple room on check-in. Room was spotlessly clean, consisted of one king size bed and one fold out bed. Bathroom had walk in shower with rainfall shower. Room also had mini bar, coffee machine and bose docking station for an ipod. Worth noting that the wall of the bathroom is glass, with the shower beside it. There is a button which frosts the glass for privacy, but it might not suit everyone as it is not entirely private. I don't know if all rooms have this or just executive rooms.

Location: Located within walking distance from the Tower of London and London Bridge attractions. Just around the corner from Tower Hill metro station, making it easy to access the rest of the city. Not much happening in the immediate area, a few pubs and restaurants scattered around, mostly wetherspoon type pubs and wagamama/pizza express type places to dine. Tip: Bodeans BBQ on Bywards Street is worth a visit, good food and reasonable prices.

Food: We had dinner at the hotel on our first night, what we had was very nice albeit a bit more than we would normally pay for dinner, but after a long day sightseeing we were just happy to sit down. Breakfast was included in our room price and was very nice, good selection of hot and cold foods, although I doubt I'd have paid the £15.95 each for it had it not been included in the room price!