We stayed at the Brook Waterloo for a wedding this weekend, and had a superb time. Some positives and also some negatives, but overall a brilliant stay and would return if I was in the area for a wedding or something.
Booking process was a bit chaotic. Some people phoned up and were told different information. We arranged a private breakfast, but again people were told they needed to book tables in the breakfast room in advance. No written confirmations which I think was quite important. However, they made a massive effort to get early check-in sorted for as many as possible at no extra charge, so massive kudos there.
Staff- 2 amazingly helpful ladies in particular. One was in the breakfast room, and the other on reception. They were so helpful and really went out of their way to assist everyone. They are a credit to the hotel. Also 2 guys in the bar. One I think was James, who helped us with the champagne for the couple. They ran out of ice so stored it for us in the fridge and really went all out the next morning when we asked for it. Unfortunately a number of guests commented that the management were not so great giving incorrect information. When approached they actually denied it, but there is no way so many people who were all spoken to seperately would have been wrong!
Rooms- Corridors really are very tired and need work. Rooms I thought were a good size and were very clean. Saying that, a few people reported issues including broken lights and missing bulbs that were not fixed over 2 days, and also a malfunctioning bath. Beds were very comfy. Showers bit tired, as was furniture in standard single room.
Breakfast- We booked a private breakfast, and despite confirming about 8 times, both verbally and in writing with the hotel it was messed up and the staff on the morning knew nothing about it. They coped well though. It would be better to have a buffet of English rather than cook to order as when it was busy it took a while, and portions were quite small. You got literally one slice of bacon! It was generally tasty though. They did have a few large coach parties which meant breakfast was manic
Bar- Great to have a bar that is open late. Staff very accommodating as well.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Thank you for your reviewing your recent stay with us at The Brook Waterloo Hotel and I am pleased to hear that you would return when next visiting the area. If you would like to contact me at the hotel when you return I would be delighted to arrange your stay .Please accept my apologies for the breakdown of communication concerning both our check in procedures and your private breakfast arrangements . However I am pleased we accommodated this to your satisfaction without spoiling your stay . But I have taken steps to ensure that all of my staff including management are briefed properly and comprehensively so that this will not happen again As you have noted my staff are both friendly and ,polite and they always work efficiently to make our guests feel very welcome. I am sorry that during your stay we did not replace the missing light bulbs immediately and I have also spoken to the housekeeping and maintenance teams about the importance of acting on this more promptly for the future .You will also be pleased to hear that in relation to the tiredness in some areas, particularly the corridors , we are implementing a painting program along with on–going maintenance and cleaning to address such issues.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.