Review of H10 London Waterloo 4*

Stayed in the hotel during the 'beast from the east'. Mixed feelings about the hotel and especially the staff. I arrived with a red-eye flight in the hotel around 11a and had specifically asked for an early check-in. Despite several requests, I was not given a room to well past the normal check-in time of 2p. So I sat in the lobby for about 3 hours because outside it was snowing and nasty. No outreach from the hotel or even a cup of coffee to offset the wait. Once checked in, the room was nice especially for London standards. However staff remained so-so. One challenge is that many staff are Spanish (hotel part of a Spanish chain) and their English is at the level it should be. Second is that when you ask for something that is not completely scripted km, they have to discuss this with someone (management? ) leaving you waiting for minutes only to come back with a negative answer and no solution. Case in point: due to the storm my travel plans changed and I had to leave a day early. So I wanted to cancel my room for the night, this proved impossible. Granted I was an hour outside the normal check-out time, but was earlier than the normal cancellation time and there were the special circumstances of this massive storm that choked London and the UK. No mercy, I just had to pay for that extra night which the hotel could resell actually. Long detailed story to say that while technically the hotel is good, staff if not and they are critically important for the overall experience.