Gem Langham Court Hotel

The location is the one good thing here, close to nice restaurants and a short walk from the tube. Otherwise, it was overpriced, perhaps because of December surge pricing. The mattress was extremely hard, the room was very hot, and we couldn't control the temperature. We had to open a window, so street noise made an already awful night's sleep even worse. The lift wasn't working. We're fit enough to manage the stairs to the third floor, but that won't suit everyone. Breakfast was included, with fruit and cheese as well as a cooked buffet that looked very unappealing. I won't stay here again or recommend it.

The staff serving breakfast were friendly, but the food itself was average. That was about the only decent part of a disappointing visit for an 18th birthday trip. I had requested prosecco in advance with the cream tea, but it wasn't offered or available when we arrived, and we never got the cream tea at all. The bed was rock hard, and our room was noisy, with music booming until 1am. The welcome wasn't especially warm either. The location is good, but that's the hotel's only positive. It definitely isn't a four-star place. Our bathroom had mould all over the walls and ceiling. We shouldn't have to put up with that, especially for health reasons. It needs redecorating.

After we complained, the hotel moved us to a room on the third floor. It was still small and had the same dated furniture, but they offered complimentary breakfast as an apology. The breakfast was excellent, though I wouldn't pay £25 per person for it. I wouldn't recommend the hotel, which felt more like two stars than four, and the price wasn't justified. The bathroom in the first room seemed recently modernised, which was good, but the rest of the arrival experience was very disappointing. We'd been put in lower basement room 5. It was tiny, and the window looked out onto a brick wall and the back of the dining room and kitchen. You could only see the sky by looking up. I'd booked twin beds, but got a double. The window wouldn't open at first, and the air conditioning wouldn't work. A staff member came down and managed to open the window, then said the AC was out for maintenance. The control box had sellotape around its sides. Reception later called after hearing how disappointed we were and said there was a fan in the cupboard. The room was dark and had old brown furniture, no suitcase rack, and no fridge. There was no bottled water. The kettle was fixed inside a small wall cupboard, and the coffee came in instant sachets. For a four-star hotel, I'd expect a coffee machine. I said a room at a Travelodge was better. The reception area was untidy and uninspiring, with things on the shelving behind the desk. First impressions count.

The staff were wonderful, and the facilities were pristine. They'd made very intelligent use of the room space. What a wonderful place. I'll stay there again.