Dorset Square Hotel, Firmdale Hotels

The hotel is super clean which is great. Staff is mediocre in the sense that a lot of them are in training. Do what is expected but no desire to go above and beyond. We complained about the bright lights from the TV and aircon that shines straight in your eyes at nighttime and was told “no one else complains about it”, vs offering a solution. We asked for tape and did it ourselves. The discretionary charge left a bad taste. Room was extraordinary small for the price, we booked with The Edit program which allows for a free upgrade upon check-in. We asked and the hostess didn’t even bother to check and clearly had no intention given we arrived to our room and it had a card with our name on so they sticked to what they planned without the willingness to check for an upgrade. The hotel is pretty, clean and the turn down service is nice, always fresh towel etc. but the lack of good customer service will be the reason we won’t return. Our room also overlooked the back of another building with a small window vs on the website all the rooms have nice large windows overlooking a garden/park.