I arrived late last night 26.12.2012, to find that the shuttle buses stop running at 22.57 and the tourist info fails to mention the local buses or shuttles from other terminals but sends you to the taxi rank-I paid 25 GBP for a 3 mile stretch on boxing day as a result. This hotel is out of the airport secure zone, so a bad start was about to get much worse.
They sounded the fire alarm at 6 am- we waited in the cold for about an hour, I just had my shorts, so literally freezing. The bathroom did not have visible fire detectors but apparently it was the steam from the shower rooms that had sounded the alarms !!! This was highly unusual and I have no idea why it took them so long to realise this.
The whole hotel, kids, families and couples all out on the streets in the cold, but the hotel was in no hurry to provide them some comfort and consolation.
When we were finally allowed into our rooms to try to get some sleep, I got woken up by housekeeping staff at 10.30 am despite the DO NOT DISTURB sign and the fact that check out was not before 12! I then got a phone call to remind me the check out time- unbelievable.
I booked the hotel to get some sleep because of the late night, but sleep was the last thing I was to get ! The inconsideration was incredible, the hotel completely disregarded our welfare and comfort.
Very unprofessional, unorganised and disturbing.The staff also misinformed me and misdirected me on local transport about which they clearly had no clue. They would treat you better in a youth hostel.. Not suitable for families, and busy travellers at all. Pay a little more, stay closer to the hotel to save on transport, have a safer location and better security/ comfort.
I would not stay here, if they paid me only if I had guessed their incompetence.
I will seek a full refund and compensation. I booked on Expedia and they will also be getting a complaint letter shortly.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
January 25, 2013
Thank you for your review. Naturally I was sorry to read that you were disappointed with your stay and offer my sincere apologies for the inconveniences caused to you. In the unlikely event of the fire alarm sounding, we must take the correct legal action of evacuating the building to ensure the safety of guests and staff. As a result of your feedback following this incident, we are reviewing our procedures to make sure we deal with this situation as best as possible, and to cause as little inconvenience to our guests as we can whilst putting their safety first.
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I am pleased we have been able to deal with your complaint directly and that we have resolved this to your satisfaction. I hope we may have the oppourtunity to show you this is certainly not the experience of every guest, and that our staff are professional and considerate of guests at all times. Thank you for taking the time to share your feedback and also contact the hotel directly, as it is through constructive comments such as yours that helps us to improve our service. Suzie Riddell, Front of House Manager
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.