West Hampstead is quite a way out of London and the Jubilee line is still undergoing work, this was the first indication that we had missed the mark on this booking. The hotel is a good 10-15 min walk from the tube station, dragging bags. It is not a 'suite hotel'. Our room was average hotel room size, with a hotplate, sink and fridge in a cupboard, which for some strange reason was always hot. Unfortunately the utensils and crockery were not clean and there were not sufficient for two people! The bed was extremely uncomfortable, the downstairs restaurant cooking smells infiltrated the room, not very pleasant. The bathroom was quite pleasant. Overall, it looked like someone had begun to renovate to quite a good standard, but it had not been finished off. The entrance was like some back street entrance, not pleasant and very pokey.It was a cheap option for London, but would not recommend it to anyone.

When we arived with my 87 year old mother, a notice on the well-concealed door to no.291 West End Lane directed us to no.274, which my wife eventually found was a lettings agency. The receptionist was rude and unhelpful; allocated us and my mother rooms in DIFFERENT BUILDINGS!! We said that was qite unacceptabel- we needed to be close to Mum, and ended up sharing a two bedded room at the back of the agency with a delightful view of a back alley. It was fairly clean but poorly equipped [quite unlike the portrayal on the website]. The cleaners need to look under the beds though. The bathroom was tiny. West Hampstead is a great location, but this is not the place to stay.

Hotel reception staff very unfriendly. Although the rooms have double glazing they are incredibly noisy. Double bed is too small for 2 people. Only suitable for 1 person. No lift to accommodate for luggage. The kettle was the most dirtiest kettle I have ever seen in my life. Shower with mould. Only some of the lights in the bathroom work. Not a very comfortable stay. At least 10 minutes walk from the underground station.

Crumbs in the bed, dirty room, badly fitted fittings - all fairly bad, but sometimes you just have to accept these things.
But then, when we wanted to freshen up for our night out, we found that the hot water was not working - it was maybe a degree higher than very cold. We rang up to let the staff know, and they said there was nothing they could do, and that there were no rooms we could move to, even though we suspected several were spare in that particular branch, as well as their other apartments along the road. Staff came to the apartment, and said that as the water changed temperature, that we should class that as hot - even though it was, honestly, just very slightly above the fully cold tap. I asked for a refund so we could find another place to stay, as only cold water was unacceptable, and, I was sure, a fairly strong breach of health and safety regulations. I was told a very definite 'no', so told the staff that I would have to ring my bank to charge back the cost on my card. Only then did the staff ring his boss, and then tried finding the floor's boiler. My wife and I found it (not in our apartment!) and then I helped (!) to do the necessary simple repairs.
If we had not persisted, we would not have even got this far.
No money back, no apologies, just dreadful service, in a fairly mucky, badly made flat. It was in a great spot though! Also, allegedly free wi-fi that I could not connect to with the password supplied, which was shrugged off by staff. (My Ipod always connects well normally).
Please do not stay here.