Queens Gate Hotel, London

Some colleagues and I recently stayed at the Queen's Gate and it was truely a case of one thing after another: we made 3 reservations, they had 2, were fully booked, so I ended up stying in the same room as my colleague. We noted our concern that the window to the baclony wouldn't close- the manager said he woudl take care of it right away. I asked if they could wait an hour as we were getting ready to go to a business meeting. He said fine. Result : it was still open and unlocked when we returned. We asked for a 7:30 wake up call - THEY CALLED AT 8 ! It was one thing after another. The manager was quite professional, was truely apologetic and explained that they had an employee that they felt was at fault, but really needed someone to cover the desk at night so they couldn't afford to lose him. My advice to the manager : Yes. You most certainly can afford to lose that person. Roll up your sleeves, and cover the night desk if necessary. You will lose more business and gain a bad repution which is much more difficult to recover once lost.