We were treated to a break here and given a gift voucher to redeem. As a result we booked over the phone via the company and paid the full rate plus extra as we decided that we wanted to stay in the Clubman apartment. This had outside space, and as we were staying there in July, we hoped for good weather. We were fortunate that the weather was fabulous, so I felt that we had booked wisely.
On checking in, after some initial confusion about the booking and an initial insistence by the receptionist that they had no knowledge of the (already paid for voucher), I was told we were given a complementary upgrade. When I enquired as to whether the upgrade had a balcony, I was told it didn't. I requested the original apartment pointing out that we would be wanting to benefit from the use of the terrace. Initially the young woman seemed unsure if this was still available. Luckily it was.
My first impression was that although the internal design was great, the colour scheme, black floors and white walls in the bedroom consequently resulted in marks,stains and wear and tear being more apparent. However in general, the facilities in the apartment were great and my first impressions were good.
The outside space was absolutely huge, but again the exterior walls and the novelty bull(!) were really quite dirty which marred the overall affect. This in itself wasn't a massive issue. However what was an issue was that the astroturf was littered with used cigarette butts and an empty cigarette packet. When I went back down to reception to request that this be dealt with, the receptionist stated that it wasn't her job and that the cleaning staff had left for the day so it would not be cleaned until the following day. Moreover she stated that the litter was more than likely caused by the residents of the building in the apartments on the upper floors and it was therefore not their responsibility. I had to then have an argument with her until she finally agreed to do it. Maybe I am being unreasonable but when the weekend rate is £379, I didn't think this was being too demanding.
Generally though we really liked the vibe of this apartment, the location was excellent and the extra's such as the bathrobes, luxury toiletries and basics in the kitchen were great but there were too many customer service issues that couldn't justify the rate that the website charges. Had it not been for the problems when we checked in, this would have received 4 stars but when basic cleaning hasn't been done and I have to have an argument in order to ensure that it is, that is really not good enough.
The Clubman has great outside space.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
From Kim Richards - General Manager
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Thanks for taking the time to feedback on your stay with us. Firstly please accept my apologies for the confusion upon check in with your voucher and apartment choice, completely down to human error there wasn't a note on your booking to say that you specifically wanted our Clubman with the terrace. The team member you dealt with at reception is our newest member to the Staying Cool team and as you will see from previous comments, a lot of our guests do like to be upgraded.
Our second floor apartment is the only one out of the collection that doesn't have a carpet and I agree, this can sometimes cause scratches, we are currently awaiting delivery of two large rugs for the apartment to stop this from happening.
I have spoken to the Building Manager about the vents and the Bull outside, the vents get cleaned every 12 months although, I know this isn't enough with all of the works going on in Birmingham - hopefully we will have a better solution shortly.
The terraced area does get cleaned on a daily basis although we can be subjected to litter from other apartments, we have mentioned this on numerous occasions to the Building Management and although letters have been sent to residents, we are still finding this a bit of an issue. That said, as soon as this was reported to reception, we should have been straight up to the apartment to clear the litter away. I am very sorry that you felt you had to argue for the issue to be resolved, this really isn't the Staying Cool way.
We're all really disappointed as we usually get rave reviews about our Guest Relations team and this is quite out of the ordinary. To stop this issue from arising again we now have larger cross over periods with our team so that there is another person on hand for an extra three hours during busy times and weekends - I am just sorry that this wasn't in place during your visit.
I can tell that overall you did want to like us, it is just a real shame that we let you down on a few things. We do hope that you come and stay with us again so that we can show you how we can get it right.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.