For the first time in its long history, the famously discreet luxury hotel in Mayfair, central London, opens its doors to documentary cameras, with director Jane Treays spending a year behind the scenes following staff and guests. The Melchors from California arrive for their annual two-week stay, rekindling their relationship with personal butler Michael Lynch, while energetic general manager Thomas Kochs travels to New York to drum up new business from leading US travel agents.