Romantic Hotels in London

"I was made to book the hotel due to a clerical error from the airport/airline following an unprecedented flight cancellation. The people at the concierge were deeply unprofessional and was expecting dozens of passengers who had not been given information about accomodation to contact the airlines for information as the hotel apparently hadn't received bookings. The miscommunication aside, I think it's ridiculous how the staff members communicated with the displaced passengers and was visibly defensive when all we wanted were some clarifications. Similar attitude was experienced by separate concierge staff on a different shift - is customer service taining not a thing at this establishment? Separately, the hotel restaurant staff were also not great. A server failed to notify me that my food order was not available and tried to gaslight me into saying that I had ordered something else when a wrong dish arrived. The room was great - thoughtfully designed, clean, and adequate for a short stay. But the staff communication really soured the entire experience."