The website, review on Hostelworld and the guest info (which is only to be found in some rooms...) claim this is a boutique hotel and offers luxurious accomodation.
There is one beleaguered receptionist, who takes three different phone calls to actually get a hold of during the event of a complaint and a manager who refuses to take any responsibility for the running of her hotel.
To start with, the rooms are tiny, not "bijou" as the website puts it, but tiny. I've stayed in budget hotels and youth hostels that have larger rooms that are better appointed. The rooms are dusty and the decor is dingy. We started off in a "Standard Double" that was too small to actually open our suitcase properly and required us to sidle about the place through narrow gaps between bed and walls. There is also very little insulation between you and other guests so I was woken nice and early by the folk upstairs watching TV and walking about.
We had booked a room with Hostelworld, which was supposed to be a "Deluxe Double". We were initially put in a "Standard Double" and I tried to bring this to the attention of a manager or the poor, harried receptionist. It took 3 phone calls before I could talk to a person, and the person turned out to be wildly unhelpful and the entire situation turned into a deeply, deeply frustrating one as a customer. I had the email to prove that we'd booked a Deluxe room but the manager just kept repeating the price to me in an aggreived tone. I had to speak to her twice more, once by phone and once in person before she'd accept responsibility for HER agent putting the wrong prices for HER business on the internet. Apparently it was my fault we got put in the wrong room because I had not checked their own website for the prices, and then didn't call both them and Hostelworld to ask about the discrepancy. Notwithstanding that I've had some fantastic deals through Hostelworld and Lastminute.com that bear no relation to the prices quoted on hotels' websites, but we'll skip over that...
After we finally moved into the correct room, I began to realise that the hotel was harbouring delusions of grandeur. The "Deluxe room" had a toilet with a door that wouldn't shut, an inexplicably lumpy bed, a wonky, creaky floor, the ubiquitous dust everywhere, an untuned TV (DIY entertainment, perhaps?) and a badly-stocked tea-tray.
The only thing it did have was the oversized head-board, faux-fur throw and roll-top bath. I'd happily swap all three for helpful management, accessible receptionists and a reasonably honest idea of what the hotel is actually offering.
If you want to be overcharged for a poky room in a noisy, glorified hostel with rude, uncaring management, this is the place for you. If you'd rather actually get what you paid for and be able to ask for assistance when you need it, try just about anywhere else in the city.
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- Also Known As:
- The Pink Pavilion Bijou b And b Hotel Brighton