The Waldorf Hotel is what it is - a small Hotel in the centre of things.
It doesn't claim to be a Hotel providing 5 Star facilities and service !!
Sure !! there are things which could be improved and things which people expect ( some of which are reasonable and some are not ). But there will always be people who expect way too much and are disappointed when they don't get it.
I've stayed here 5/6 times in the past and yes I have come across a few minor problems ( leaking toilet, some surly staff ) but generally speaking they have always come up wth the goods for me - tickets to football, giving me a room at 2.00 a.m when Alitalia messed me about and made me a day late ( and didn't even have the good manners to acknowledge it - I would never travel with them again even if they were the last airline on earth ).
I've since stayed at rented Apartments on my trips so the liklihood is that I won't go back to Hotels but if I did I would not rule out the Waldorf for location, clean sheets/ towels and getting what I pay for !!
I don't know but I suspect that the dissatisfied people are not getting enough information from their Travel Agents ( no surprise there then !!) as a lot of them seem to be part of a Group who are stopping off in B.A. on their way to/from somewhere.
Anyway, it is what it is
