It is unfortunate that i have to write a review for the Sanderson which scores so badly but unfortuately the staff on reception and the arrangement of the concierge is such that i do not believe they should be a 5 star.
Let's start with the good stuff:
Breakfasts - these were excellent with good service, although some people may find the staff a bit over friendly, they have clearly been taught to rehearse the same lines to everyone to make them feel valued. In some hotels this works, in the Sanderson it seemed a bit contrived, but that could have been because we had such a bad stay there.
The Manager - if you have a problem and the staff are not responding then make sure you contact him. He is the only one with any authority and we ended up feeling sorry for him because the people working for him at the front desk and in housekeeping were clearly very badly trained. Either that, or he was not managing them well....
The less good stuff:
The rooms have HORRENDOUS soundproofing.
The housekeeping staff have a manager who comes to check on the rooms once they have been serviced, but be aware that he does not knock and may barge in at any time. When we rang the front desk to complain, the girl did not seem at all bothered and we have no doubt the message was not passed on.
The front of house. There is no concierge on the door to help you carry bags from your taxi or assist you in any way. After check in you are offered the service of a bell man, but by this point you have done the hard bit!
The reception desk staff. We didn't meet one person on the front desk who was properly trained, or who understood our requests or complaints. It took several phone calls to establish that we wanted an extra reading lamp in the room, the receptionist thought we needed an engineer despite the fact we never reported a fault, we just asked for an extra light!
On check in we were combining two independent bookings which our agent had attempted to do prior to our arrival but with no luck [probably due to the staff on the front desk being so uncapable]. We successfully arranged it so we could stay in the same room and provided the usual credit card details for the extras. The following day we were then hounded all afternoon by the girl who had checked us in to go and pay for the previous night and the extras incurred. She hadn't combined the two bookings at all and expected us to "pay as we went" in order to make her life easier. Eventually the manager looked after the situation but the receptionist was so incompetent and rude when we were trying to explain the situation.
Later on in the day, we again had to call on the reception staff for assistance and even after 3 calls and 45 minutes our request was not met.
Soundproofing is horrendous. There are other reviews that suggest not being above the bar and we would echo this. You can hear it all day and night and everything that goes on in the corridors as well.
All in all the place needs to retrain their staff or get better skilled personnel for the front desk. This is the part of the hotel that leaves the biggest impression on a guest and for us we would have received better service in a budget hotel.
the higher the better i guess, but go elsewhere, you can spend this sort of money and get real five...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
November 22, 2012
Thank you for taking the time to write such a complete review and it is obviously disappointing that we let you down. Please accept our sincere apologies for any miscommunication in relation to the request for signing a new registration card – as you mention, there were two separate bookings in the system and a signature was required for both, however we do not appear to have communicated in a more attentive or gracious manner. As soon as the Front Office Manager was aware of your disappointment, he organised a 50% discount on your own rate and a complimentary bottle of champagne together with an invitation to contact him direct on a future stay. There is no excuse for any member of staff entering a room without the proper procedure, we are also sorry if a member of the bell team was not available on arrival to help with luggage. These service issues will be addressed with the relevant members of staff. I would also be pleased to speak with you personally and take the opportunity to discuss a return to the hotel, please contact me on email@example.com.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.