We arrived and were greeted warmly and he even offered to help with our luggage. As there is actually an elevator (rare for London), we were able to manage. The room was cozy, but plenty big for the 2 of us. Bonus the bathroom floor is heated! Shower was small, but functioned and had great water pressure. All but one time through the lobby, we were greeted with smiling face of an employee at the desk. Very friendly and accommodating. Steps away from the hotel are tons of restaurants, bakeries, bus stops and the South Kensington tube station. We would totally stay there again!