Summary: room not ready, sent to wrong room, party separated over different floors, disabled rooms only at far end of long corridors (accessible??), staff once seemingly uncontactable; and avoid the breakfast box.
Noting the advertised check-in time of 3.00 pm we arrived about 3.10 in order that my 85-year-old mother could have a rest before the evening festivities for her birthday that day. We were told that the disabled room we had booked for her was not yet ready and we would need to wait in reception. Half an hour later we were given the key to a room which turned out to be at the very far end of a long corridor (an unreasonably long walk for someone with restricted mobility), on a different floor from our own room which was unsatisfactory in itself. My mother’s room turned out not to have been cleaned after all – both twin beds dishevelled etc.
Back at reception, asking for a disabled room closer to a lift and on our floor, we were told that the hotel’s only disabled rooms are all at the far end of the respective corridors, which I commented was outrageous – I was told they had, quite understandably, had complaints about this in the past. My mother decided to opt for an ordinary room, which at least was close to ours and quite close to the lifts.
On the second night we had an urgent query on my mother’s behalf but could not attract a member of staff back to reception, using the bell provided, for about 20 minutes. There were at least two other parties waiting to check in and equally frustrated. But for the fact that all the receptionists we dealt with were polite, and the one when we arrived was as accommodating as he could be in the light of the failure of the staff to prepare the rooms and communicate which ones they had in fact prepared, I'd have given only one star for service.
If you like your breakfast fresh then don’t go for the “breakfast box” on offer here (UHT yogurt or pre-pack cereal, muffin, cereal bar and juice). While certainly not stale and well within use-by dates, it’s clearly designed to be delivered in bulk and to keep for months at reception. The contents of the boxes should be advertised on the website before people are inveigled into paying for them in advance (by the offer of a discount). At least I’ll know in future what an unsatisfactory “breakfast” this is.
The conventional "eco-friendly towels policy" (leave towel on rail if you don't need it replaced)
was ignored - clean towels all round for the second night irrespective of what they say; but that seems to be the case in so many hotels which offer only lip service to this issue.
Having said all that, the rooms we ultimately used were clean and the beds comfortable. There should however be at least the number of chairs as there are people using the room.
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