I stayed at a location for one night on 22 November 2025 (around £200). While the concept and branding are appealing, the basic aspects of my stay and the way my complaint was managed were so inadequate that I would not return. Room condition (Room G-0003): The room was cold despite the heating being raised, as I later discovered an outside door was ajar behind the curtains, allowing cold air in. Lighting issues: One bedside light flickered while the other did not work at all. Persistent mould smell: The most serious issue was a strong, ongoing smell of mould from the bathroom (possibly from the ceiling or vent). Running the shower did not help, and the smell permeated the room. These are not minor inconveniences when paying premium rates for a short business stay. Basic comfort and maintenance should be guaranteed. Reception interaction at check-out: When I calmly raised my concerns at reception, I expected a professional acknowledgment and an offer to investigate the issues. Instead, I was given a sticky note with an email address and told to write an email repeating what I had just explained. When I questioned how the issues would be resolved, the response became hostile and intimidating, including being told I would not be 'dictating' their response. Strangely, after sitting at a communal table in the lobby, the same staff member told me I was no longer welcome there. Complaint handling (or lack thereof): I submitted a formal complaint on 23 November 2025 but received no substantial response. The only communication was an acknowledgment on 2 December 2025, apologizing for the delay and stating it had been escalated, followed by silence. I followed up again on 9 December and 18 December 2025, still with no proper reply. The issue isn't just that things went wrong—it's that the handling was unprofessional, and management chose to ignore follow-ups. If you want a reliable and comfortable stay with accountable customer service, I cannot recommend this property.
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