Thank you for taking the time to post your review of The Rubens at the Palace on Tripadvisor. I am most grateful for your feedback, which is such a valuable source of information for me, regardless of whether it is good or bad, and helps me monitor the service we provide.

I was sorry to read that you disliked the decor of your room and that you felt the hotel would benefit from some refurbishment works. As a slightly older building, we do have a wide cross section of shapes, sizes and styles of accommodation, with all our rooms individually designed in various colour schemes. When next you make a reservation, please feel free to make the request to avoid rooms with a particular colour scheme known to my Reservations Department, who will be only too pleased to meet with your requests.

With regards your comment on our breakfast, it is disappointing to read that this fell short of your expectations, especially as we receive so many positive comments from our guests regarding the variety of choice offered on our breakfast buffet. From Continental breakfast options, such as cheeses, yoghurts, fruit, cereals and pastries, to the full cooked breakfast, my Executive Chef ensures everything is freshly prepared and of the highest quality. Thank you also for your suggestion of providing larger orange juice glasses. As standard we offer a glass of juice when taking the order for hot drinks. There is a further supply of freshly squeezed orange juice on the buffet, alongside a variety of other juices we provide. I have now reiterated to my restaurant team the importance of pointing this out when explaining the buffet to our guests.

I am very sorry that your experience was not as positive as that of others on this site and would ask you to please accept my sincere apologies for any inconvenience caused.

Yours sincerely,

Malcolm Hendry
General Manager