The Place is a very modern and smartly presented hotel, we were impressed by the reception area upon entering. We stayed in a 'City Double' or a standard/small double room which was located on the lower ground floor. The room was small, but well equipped and clean. The bathroom was cosy, but also very clean and smartly presented.
Sadly this is where our positive experience ended. Despite the room being in the basement, there was an electric skylight window, which was a nice touch to add light; however it did not work. Ordinarily this wouldn't have been a huge problem, but the heating in the room was blasting permanently despite us turning the radiator off. The room became incredibly hot and we contacted reception to ask if something could be done. Our request was met with a dismissive attitude from a female receptionist, who I felt didn't care about the problem. We had a very hot, uncomfortable and sleepless night. No offer of a room switch was made or any real apology offered. In the morning a different receptionist was more helpful and when we returned to our room the next evening our window had been repaired so we were able to cool the room temperature; although the radiator was still blasting away! Not particularly environmentally friendly.
Our relief at the reduced temperature was short-lived as I realised that my shopping bag, containing purchases, had gone missing. I went to reception (in a bit of a panic) to ask them to look into this and the third female receptionist rang housekeeping in an attempt to track them down. A bizarre exchange took place in which the head of housekeeping said she was aware of the bag in question, but it was not explained to me why they had been taken from the room. The items were returned to me in my room, but the shopping bag was no longer there. I found the whole situation very odd as the bag was obviously not rubbish. We were offered one free drink from the bar as an apology; however I did not take them up on the offer as the bar was empty and therefore a bit lacking in atmosphere.
The hotel was fine, but our stay was not a relaxing one. I would have expected a bit more from a highly rated hotel. Despite the majority of the staff being very friendly, I felt that they were never quite sure what to do in a bad situation and that there was no visible management of what seemed to be a very young staff. Generally a disappointing stay.
We will not be returning to The Place in the future.
City Doubles are to be avoided.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dear Sophie B
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Thank you for taking the time to draw these matters to my attention. I was made aware of some of the issues you had during your stay and I wish I had the opportunity to speak to you in person whilst you were here.
Although your bag was left in a area of the room where we might expect to find discarded bags or rubbish, it was absolutely our responsibility to check the contents and ensure we were doing the right thing by disposing of it. We clearly didnt do that and I have instigated new procedures so that we dont repeat this. I am just pleased that, at the end of the day, your property was recovered and returned. I accept that we did not deal with this as well as we could have and I apologise.
When you add to the above a fault with the heating in your particular room, which we have now fixed but couldnt do whilst you were here, I can understand your disappointment with your stay.
We do have a fairly young, and in some cases inexperienced team in the hotel. However they have all been selected because of their customer facing attributes and training is targetted specifically at meeting the needs of our guests.There is always at least one, and usually two or more, managers on duty to support the team and deal with any guest concerns or issues.
I hope that you might consider that these matters were a 'one off' and will revisit us at some point. I would be delighted if you would contact me personally in the event that you decide to return and I will personally oversee your booking and ensure your next stay is a much more pleasing one.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.