Nice hotel but was very unimpressed with the mix u...

Nice hotel but was very unimpressed with the mix up with our luggage. A porter came to our room and kindly took our cases and bags to the storage room for the day so we could have a few hours in London before our train home. He took the trolley straight into the storage room and came out with a ticket for 6 items. We returned a few hours later to catch a taxi to the station and they kindly offered to load our bags into the taxi after we had collected them. It was not until we got to the train station did we realise that a rucksack with my daughters ipad in was not with us. With only a few minutes until our train my husband had to dash back, only to be told that we gave in six bags and six were collected. We very naively trusted the porter to take those bags straight into the storage room while we waited in a queue for our ticket and did not count the exact number of bags(a lesson!!) Eventually my husband got the rucksack back but we missed our train and incurred extra charges. I explained this to the head of luggage and he said, "sorry!"