Things were promising when we first arrived, car parking space, friendly welcome and on the doorstop of town centre. Nice big, clean room with a good TV, comfy bed and big shower.
However, people book hotels for a nights sleep... This is where is all went wrong.
When we returned later in the afternoon, we fancied a drink at the bar, to be told It was closed to residents, and we were directed into a "pop up bar" in a corridor shaped room, with a limited supply of drinks, no music and no TV. so we decided to take drinks to our room to get at least some atmosphere. Also, although free wifi is advertised everywhere, neither of us could actually sign in, and on enquiry at reception, we were told it was down.
We left about half 7pm and it was apparent there was an Xmas party in the reception/bar/restaurant area, which clearly isn't designed for functions, it's obviously a money spinner on the side for the hotel, with no regard at all for those paying to stay in the hotel.
On return at around 11.30pn, party is still in full swing, bouncer on the door, can't hear yourself think in reception, all residents of hotel crammed in the fake bar, with 1 barman and 2 taps. We waited over ten minutes to get 2 drinks for bed. As it turned out, our room was directly above the party. Thumping through the floor, we decided we'd leave it til midnight before complaining. We called at midnight and asked what time it stopped, to be told they didn't know. 20 mins later, we called again, no one answered, if imagine they couldn't hear the phone over the music.
So in pyjamas, at 12.30am, we had to go downstairs, and complain. The receptionist couldn't even hear what was wrong! We were eventually given a new room, an "upgrade" so moved rooms at 12.45am, into a "business" room that was smaller and absolutely no different to what we had before, other than half the size and with a dressing gown and slippers on the bed. (I noticed on reception a sign charging £20 for upgrades to business!)
All in all, a most disappointing night.
No peace, no bar and no wifi.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Thank you for your review.
Report response as inappropriate
Firstly please let me apologise for the inconveniences during your stay, this was not my intention.
The restaurant and bar located in the hotel is also open to the general public, as well as the hotel guests. From the end of November and the month of December we hold Christmas parties at the hotel. This information was passed on to all booking Websites, Laterooms included, that the bar and restaurant is actually fully booked. And the only food available is through room service. We had the same practice last year which worked well. I have asked our Revenue Manager to investigate with booking websites where it is displayed for guests wishing to book with us.
The room you are referring to as the bar and restaurant, is in fact the function room. This can be used at a number of different sizes. The walls can be moved and we didn't want to remove all the walls and have it all open as this would also take away the atmosphere. This is the room that is also used for parties. Whilst all products may not have been on display at the other bar, all would have still been available on request.
The room you moved into is in fact the same size as your previous room. Breakfast is also included in business class rooms (£24.95), as well as a quiet location, bathrobe, slippers and a complimentary newspaper (if requested). You should have been told this during your room move, and after speaking with the night receptionist, he just wanted to move you into another room ASAP as he could understand your frustration, which was why he did not explain the extra benefits.
To reiterate, what I said in my other email, this is not our normal level of service and I hope you will give us the opportunity to redeem ourselves.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.