this was our first visit to the hotel, and the staff and concierge were incredibly helpful and accommodating - even getting us a dinner reservation at a very popular restaurant the night before! The location is perfect, very walkable to Covent Garden, West End, St. Paul's, the Thames, Trafalgar Square, Borough Market, etc.
Our room was really nice - great big comfy bed, Bose sound dock, big walk in shower and towel warmers, but it was on the east end of the hotel, looking right into an office building being renovated, and each evening and morning garbage was VERY loudly picked up in the alley outside our room.
Free wireless was terrific, and the TV had loads of great channels. Breakfast was very expensive, so we opted out, but picked up some stuff from the Tesco down the street and kept it in our mini fridge instead.