Upon arrival, we waited for the person in front of us to be dealt with. When the lady left the man behind the counter just stared at us - no hello, no how can I help you, no smile, no thanks for waiting - it was so odd. I said can we check in please, he then checked us in almost silently and sent us down to our room. There was no offer to help with our bags down the stairs... in a four star hotel with no lift. When you check someone into a room, you pretty much have one job - to get them a key to their room no?? 2 mins after checking in and heaving our cases down the stairs, the room key didn't work, we walked back up reception and the same reception guy silently reactivate the key. The room was lovely with great decor but you could hear everything going on around the hotel (e.g. people walking up and down the stairs). Our bathroom was gorgeous and dramatic with an arched ceiling, however there was no separate shower and the bath drained exceptionally slowly meaning when my sister took a shower after me she was standing in 4 inches of my shower water! Lastly, after breakfast we went to our room to finish packing - on our way out some 25 mins later our dirty breakfast dishes were still on the table we used. All in all, style over substance - I feel they are relying on their location (super for Eurostar) and stylish photos (it does look attractive) and not interested in repeated custom.