We booked a week's stay in an accessible Executive room. I managed to do so using two different types of points and a cash booking and so it was not the easiest booking for the hotel to manage as they had to amalgamate all three methods of payment. Allen did a fabulous job of dealing with that - and of making all the arrangements for my husband - who requires a range of medical equipment since he uses a powerchair. Our stay was wonderful. Every single member of staff was very helpful and very kind. Although my husband's wheelchair was too wide to fit through the accessible step-free route to the room, the staff kept a solid ramp at the door and were always available to help as soon as we entered or left the hotel. The bell and concierge staff were lovely - and did a great job - standing in the pouring rain for us on several days to make sure that they got the best possible cab for my husband's wheelchair. The room itself was very good - the staff were kind enough to remove the king-sized bed so there was lots of room for my husband's hospital bed - and they put a comfy single bed in for me. The bathroom was excellent - fully accessible to those in wheelchairs or those who need to use a hoist to access the bathroom. The executive lounge was busy - but the staff, again, were lovely and very kind. There was a good range of breakfast foods and far too many excellent cakes and pastries in the afternoon ;) Housekeeping was superb. A special thanks to Marco -who sorted out a minor issue at the end of our stay in spite of me barely being able to stand up at the time. Unfortunately, that was because we both contracted Covid during our stay in London. I was so sick that I forgot to cancel the medical equipment - and the hotel very kindly did it for me. (Thank you Merry!) Now back in Canada and recovering. A wonderful stay and we will absolutely be back. it's a terrific hotel with a great location, wonderful staff and very, very good accessibility.