This is potentially a great hotel. A safe convenient location, with spacious comfortable rooms, which were reasonably quiet wherever situated. Our tour meant we had 3 brief stays at this hotel, and the rooms were excellent, whether overlooking the garden or the very busy main road in front.
But service is very poor. However, I think the problem is one of staff levels rather than the quality of the staff. The reception staff are rushed off their feet, with a very high turnover of guests - it is disappointing but no surprise that they seem surly and unhelpful at times. An even worse example of chronic understaffing is at breakfast: long lines form of people waiting for a table, while half the tables are waiting to be cleared and cannot be occupied - and this is buffet style breakfast (good, if and when you get to eat it).
The management seem to have lost the plot as far as staff are concerned - the hotel is well worth considering if you are going to BA, but don't book until the service is reported to have improved