They cancelled my reservation after I had a horrible travel day of delayed and cancelled trains into London. When I barely missed the 11:25pm final Heathrow Express, they told me they had already stayed up past the 11pm check in time and had to work. No alternative access or refund of any kind was offered.
I would have expected some kind of arrangement to handle unavoidable travel delays because they are close to a major airport and transportation hub, but apparently there is no way to arrange flexible access in those situations.
I feel they should say in their listing that they cannot arrange arrivals after midnight (and also in the morning, because I asked whether I could come by and at least shower in the morning after they told me there was no refund)
All I needed was a place close to the airport where I could sleep and clean up prior to my flight in the morning, but instead I ended up dozing at Heathrow on an uncomfortable chair rather than attempting to book another place at additional cost for a few hours of sleep.