Generally the stay was good apart from the following issues:
- In-room safe didn't work at all. We reported it a day later and was eventually fixed but took approximately an hour. We had to leave valuables unlocked for a day but would've expected it to be noticed when the room was cleaned after the previous guest left.
- Friend was "told off" by a member of staff for using the cross-water ramp to get to the Executive Suite veranda even though he had Executive Suite card. People were already sitting outside so the staff comments were pointless and annoying. The hotel had not closed the gate leading up to the veranda which would've stopped access and the episode served just to annoy us.
- We phoned to order some food off the 24-hour menu which from memory has some 10 items on it. We were told our requested food wasn't available and upon asking what else was available was told "a cheese sandwich". So effectively 90% of the menu wasn't available which was poor. We didn't order any food.
- On checking out we were told the taxi back to the station was fully booked until a hour later. We didn't think this would happen and nor were we told it might happen otherwise we would've booked in advance. Thankfully we weren't needing to leave urgently and were told to take the tram.
We raised some of the issues during the post-stay survey where we were thanked for the feedback, received an apology and that they would ensure it wouldn't happen again. For such an exclusive hotel a gesture for the issues raised would've been welcomed.