"Usually we can not fault the experience we have here (which is why we come back every year). This year, we were disappointed.  We were greeted by front desk and provided a room on level 1. We got to the room and our bags had not yet arrived. And then we realised they were accidentally sent to another room (other room number on our baggage tags). After we settled in and started getting ourselves ready for dinner (prior to this I had visited someone in palliative care and had a funeral the next day, so I was looking forward to an early night), I noticed there was nothing for my son in the room- usually we’ve received either a backpack and slippers and a robe, or even some toiletries for him. So this time I had to ring and ask for a robe (which had a hole in it). After it was replaced the next day (again I had to ask) the size was way too big. Why do I need to ring and ask- these are things that you have previously remembered?  Unfortunately my early night was short lived when I heard some aggressive door knocking on our connecting door which startled me firstly at about 5pm ( I am also pregnant). We were not yelling or even talking- instead we had the tv on and were getting an ironing board out. An hour went by (approx 630pm) and we started getting ourselves ready for dinner. We have a child who was having a chat with me at a regular volume. I then heard an aggressive female next door yelling “be quiet, we can hear everything you’re saying”. I understand if it were late and we were loud, but both of these were untrue. I was so upset by this that my husband spoke to the desk to move our rooms. As we had dinner reservations for our anniversary, we had to leave to be at dinner and had to change rooms after 930pm- which meant our son didn’t get to settle into the new room until after 10pm. This caused me a lot of stress having to move rooms, settle my child and then get things ready for a funeral the next day. Our new room had no robes (again, we had to ask for them) and as I was so exhausted, could not even enjoy wearing one before bed because of the time wasted needing to move rooms.  Unfortunately the next morning was no better- hardly any soap left (either that or the pump is broken) on the soap shower dispenser. We rang service to ask for a straw and I explicitly mentioned my toddler needs one for his milk this morning- we waited over 20 mins and we had to call again to ask. I was quite disappointed and spoke to the service desk downstairs on the Tuesday about my disappointment with the move of rooms- to which they brought up some chocolates, candle and fruit with an apology, but it had to take for me to complain for this to be done.  We come to this hotel every year to celebrate our anniversary, since the year we were married. You have seen us as bride and groom, honeymooners, expecting a child to having a child. Every year prior to this one, we come back because of your attention to detail and care- a note to us, some balloons to celebrate a milestone, remembering small things for our toddler without us needing to ask (eg a robe, toiletries for him). This year, I feel that service has lacked. This is not any hotel, it’s the Langham, but this stay made us feel like it was just another hotel and we were just a number to you.  The little things this year were neglected. We come here every year for our anniversary. This year, it’s like we didn’t have an anniversary at this hotel. We got a note, but no balloons, no chocolates (only after expressing disappointment about moving rooms - and the chocolate was an apology), and this time, there wasn’t anything here for our son (in the past they’ve given us toiletries for our child, or a robe and a bag, or slippers. Instead I had to ask for things. And when we checked out- we were not asked how was your stay?  This is now the fifth year we’ve been coming to this hotel. I’m not sure we will be celebrating our anniversary here again with the average service we received this time."