The following is an email sent (with pictures to evidence) to the hotel, the day after our stay in December 2025, as yet we have had little response from the hotel managers…——Dear Mr. Daniel,I am writing to express my disappointment regarding a recent stay at your St Helens Hotel.My partner, XXXXXXXXX (cc’d), and I booked two rooms for the night of Saturday, 13th December 2025 (Rooms 204 and 205). Initially, everything seemed fine. However, upon returning to Room 205 after an evening out, we found the room warmer than desired and switched on the air conditioning to cool it down at around 11:00 PM.Unfortunately, we woke about 90 minutes later to discover the system was heating the room instead. Despite following the instructions provided, the temperature continued to rise, reaching over 31°C. To make matters worse, the in-room phone did not connect to reception, forcing us to call the hotel using our mobile phones just after midnight.A staff member attended promptly and confirmed the controls had been used correctly but advised that the system was malfunctioning and should be turned off. We requested a room change, but none were available. The staff member then brought a fan, which was ineffective given the heat and the fact that the windows could not be opened.As a result, we had very little sleep, and I suffered a severe headache for the following 24 hours.While I appreciate the professionalism of your staff under difficult circumstances, I believe a refund for Room 205 is appropriate. Room 204 was satisfactory and without issue.I look forward to your response.Kind regards,
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Accor SA is a French multinational hospitality company that owns, manages and franchises hotels, resorts and vacation properties.