I was booked into this hotel by BA due to flight cancellations caused by heavy snowfall in certain parts of the U.K. I took the Hoppa bus to the hotel, which was great, and upon arrival I was delighted to see that there was only a very small queue for check in. There were four people waiting for check-in, and three staff manning the desk. Only one of them was actually helping, the other two were constantly on the phone. So 20 minutes passed, and I became a little agitated. I was given a room on the third floor. When I arrived, a film crew were shooting a movie, which came as a surprise to me, so I was asked to wait in the hallway. They never thanked me, and I waited another fifteen minutes. When I got to the room, it was immediately apparent that the room had not been cleaned, and that someone had just vacated the room. I then tracked back to reception, where I was asked, 'are you sure...?'. I was then given a room on the ground floor. The room was tired, dated, cold, quite dusty. The television had a mind of its own. There was no mini-bar, just a bunch of dangerous looking electrical wires in the cupboard where it should have been. I had vouchers for lunch and dinner. The food was the worst I have ever tasted in a hotel anywhere. It was a 'buffet', but by that, I mean a buffet that was out together without a care in the world. In terms of quality, dire. In terms of presentation, it was awful. There were no staff, bar one guy, who put those bearing vouchers in the most horrible part of the restaurant. I was neither asked if the food was okay, nor was I asked if I wanted a drink. I wasn't offered one, and I didn't get one. I skipped dinner, as I couldn't face any more of the same. My room was freezing cold, and I could not get warm enough to sleep, so I read all night. The bathroom was so old, it was falling apart. Someone told me that the movie being shot was a Hollywood blockbuster. I hope for the sake of the cast and crew, they chose somewhere else to stay. I've never been as happy to see a shuttle bus as I was at 6.00am the next day. Never again, I would choose the street over this hotel. It doesn't deserve to be called a hotel.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Thank you for taking the time to review the hotel. Your comments are a disappointment to me and I will be sharing them with my Executive Team for investigation; I am sorry that your stay with us was not a comfortable one. The hotel was recently acquired by new owners who recognise that the guest bedrooms need renovating. This is exciting news for the hotel and once this has been completed it will greatly enhance the guest experience which is paramount to us. We are focussing, as a priority, on improving our standards of service. I do hope that you will give the hotel and its staff the opportunity to serve you again in the future.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.