I had a one night stay at this hotel which was ok until the following morning. The fire alarm started to go off around 7:30 am on a Sunday, it then stopped after around 20 secs! I thought starnge time to test the system so the wife called down to find out what was going on to be told it was a false alarm and nothing to worry about! (No sorry tho!) Then for the next 5-10 mins the alarm kept sounding on and off at which point I called down to see what was going on and I was told it was a fault and to stay in my room! (No sorry again!!!) The alarm stopped for around 10 mins so I started to get up and get in the shower, at this point the alarm started again but this time it stayed on. I got back out of the shower and the wife put her head out of the door and people walking past (no staff!!) said we had to evacuate! We go dressed and headed down stairs expecting to go outside, only to be directed to a large room at the rear of the hotel. I was asked by a member of staff to stay in this room as they need to do a role call. After around 10-15mins a member of staff explained that there had been an issue with the alarm and the fire officers had told the hotel to run the alarm to get everyone down as if there was a fire people would ignore the alarm! I accepted this but what I did not accept was again NO SORRY! When we approched the staff to explain that this was not the best of service we had had we were told "well what do you want us to do about it?" At this point I asked for some sort compensation i.e. free parking (£6.50) for the night! To only be told "well your car has been parked there so you need to pay" I said back that I had paid for a room to sleep in until 12pm which I had not been able to do due to the alarm. I got a shrug of shoulders and told that I need to pay for the car park! I gave up at this point as others at the front counter were trying (and failing) to get some money back! I understand things go wrong, and all I wanted was a SORRY! POOR FRONT COUNTER STAFF!!
Rooms a bit tired as well!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
I am sorry that your recent experience at the hotel was less than perfect. It was most unfortunate that you were disturbed by the fire alarms but the staff followed procedure as the safety and welfare of our guests are paramount. As you say, we took advice from the fire brigade and guests did not have to assemble outside in the car park as we tried to limit disruption as much as possible given the circumstances. You can see from previous reviews, our staff are always highly complimented and as far as I can ascertain, they dealt with the situation very well; in fact I have spoken to a number of guests who said that obviously their morning was disrupted but the staff remained polite and attentive throughout.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.