This was my third stay over the last few years. I have noticed a distinct decline in standards which may make me look elsewhere in future. Specifically, here's a list: Lot of new staff who are completely unfamiliar with local information re transport options around London, and unaware of tourist attractions in the city. There are NO brochures for any attractions available, in fact I found many more freely available at many tube stations. On arrival I was given a key card for a room that was still very occupied; embarrassment for me as well as the sleeping occupant! The much touted 15 minute Guarantee for service is a joke even to the staff it seems. It took me over 45 minutes to get a basic item that housekeeping had forgotten to replace that morning. If you don't mean it, don't say it! The wooden floors in the whole upper floors creak and groan with every step you take, and the hallway carpets need restretching or re-laying, and are on the way to being a trip hazard (don't say you weren't told!) The floor of the shower pods creak loudly with every movement which frankly becomes very annoying very quickly. Now a suggestion: a soapholder in the shower pod is needed for those wise guests who bring their own toiletries rather than rely on the liquid dogwash dispensers attached to the wall. A bar of soap on the pod floor is an accident waiting to happen. Lastly, and nothing to do with the hotel, is that since Morrisons Supermarket in the adjoining arcade has sadly closed down, the near deserted arcade and it's entrance, even up to the hotel's door, attracts undesirables especially at night, which I am certain female guests would feel intimidated by. In my opinion, this hotel which I considered quite a find on many levels, is much less so now. Pity.