This was our second visit to this hotel, the first being 10 years ago. Things have certainly changed. With hindsight it would have been better to have paid for an upgraded room, ours was very tired and shabby.
Their attitude to guests really needs an overhaul. This was a special birthday trip, and unbeknown to me, my husband emailed the hotel a week before our trip asking if possible to have a quiet room overlooking the canal. He was quite prepared to pay extra. The email went unanswered. Our room was quiet though it overlooked the inner yard and was very gloomy.
Also unbeknown to me our daughter had contacted the hotel a month in advance to arrange flowers and champagne for my birthday. Many emails went unanswered, in the end she had to telephone to arrange this. My daughter travels a lot, is used to staying in excellent hotels and says that she has never encountered a worse hotel to deal with.
The flowers and champagne did arrive, a day early, and the champagne she had paid for was in fact prosecco.
The front of house staff were adequate, not particularly friendly. The waiting staff were very mixed in their attitude, one waiter always looked offended if you asked him anything.
On the plus side the concierge was exceptionally helpful and very friendly, as were the chambermaids.
We will not stay here again.