My wife and I were in London for a weekend and chose this hotel due to the excellent location (and reviews on here). Arrived at the hotel and checked in with no problems, however when we got to the room there was a very strong smell of cigarette smoke. We went back down to reception to ask for a different room and without hesitation they apologised profusely, promised to look in to how it happened and also offered us complimentary breakfast for both of us for both mornings - really couldn't ask for better.
The room was nice and modern, pretty much as you would expect from a Hilton. We upgraded our room but in hindsight I'm not sure it was really worth the extra cost, not sure what we got other than bathrobes and a small bottle of wine.
The fitness suite was ok, it was relatively small but had all the equipment needed and was good quality.
We would stay here again, but wouldn't bother with the upgrade. Customer service was exceptional though and credit goes to the staff