Front desk staff was accommodating and let us check in early because we had an infant. The room we got didn't have a working heater and it's December. When called they said they will send someone to fix it in the meantime they gave a space heater. Room still felt the same way for the next 40 mins and no electrician came to look at it. Since we had an 11 hour flight the next morning, we asked to change the room, the next room was ok and the heater worked but they have the heating unit locked to 24c and it took around 30 mins for the room to heat up. Asked for baby crib, and it was a play pen that they put just a comforter in for a mattress. So uncomfortable, had to ask for a baby mattress, Had to call reception 3 times for the play pen to be transferred to the new room we were given. Beds were too soft and bouncy, pillows flat. No microwave in the room. While the front desk staff was very warm and friendly, I wouldn't use this hotel again as there are many in the area with better amenities. There is no hotel airport shuttle, we took UBER to the hotel which charged 33 pounds for less than 10 mins ride. While at the hotel we noticed a bus sign inside the lobby that said they have a bus every hour for terminal 5 that charges 6.75 pounds per person. There was a guy at the hotel who was a taxi driver and charged us 24 pounds to drop us off, which was still too much but cheaper than UBER.