Wasn't at all happy with the reservation process and had endless back and forth emails with central reservations - was very disappointed with being stonewalled and mishandled but the booking was non refundable/no exchangeable so we had to stick with it. Not the best start and definitely an area to improve on..
On arrival, it was like a whole new game. I mentioned my disappointment to the manager on the desk (Dominic) and the IHG 5* service kicked into gear - immediate apology, led us to the lounge while we waited for our room - complimentary tea and coffee plus a whole host of extras that made our stay extraordinary. Between him and the head concierge, Thomas, who went the extra mile every tiime we saw him (even lent my son some cufflinks for his interview) - we were completely turned around from our previous opinion.
Quite frankly, the staff at this hotel are outstanding.
For future stays, we would contact the hotel directly as the central reservation process does not reflect this hotel, but we will be making future reservations - we loved our stay here.