Review Time
The hotel is quite grand and has an old-world charm. Given its star rating, one would expect the standards to be exceptional. However, our experience with the service was inconsistent. While some staff members were friendly and helpful, others seemed untrained, particularly in the restaurant and bar. This lack of training can lead to frustration, as customer needs should always come first. The cleanliness of the lounge and bar was average and could definitely improve. I noticed that many non-disabled guests used the disabled toilet, which should be monitored, as I often found it occupied and in poor condition. The hotel rooms appeared clean, but the cleaning standards were not as thorough as they should be for a hotel of this caliber. Some staff seemed disengaged, lacking knowledge about the menu and showing poor communication skills. We attended a pre-booked Christmas dinner, and while the servers were polite, there was a clear lack of communication among the staff. I witnessed an unfortunate incident where a guest had her meal spilled by an inexperienced waitress, causing her distress. The staff uniforms looked smart, but their professionalism varied. Our booking was meticulously arranged to accommodate dietary restrictions, yet upon arrival, the table was not properly set, lacking even a tablecloth or Christmas decorations until we asked. Although we were reassured that the restaurant would be quiet, the Christmas music was too loud for one of our party members with sensory sensitivities. Additionally, there was confusion over our prepaid meal and the number of courses ordered, resulting in our mains being served first. Fortunately, the staff handled this well, and the mains were fresh when we received them. However, our starters were delayed. Overall, the food was just average, and while the drink selection was good for those who drink alcohol, options for those who don't were limited. The entire experience was disappointing and left much to be desired.
The hotel presents an impressive exterior but falls short in several areas. While some staff members are friendly and helpful, others seem untrained, particularly in the restaurant and bar. This inconsistency can create stress for guests, as customer service should always be prioritized. Cleanliness in the lounge and bar areas is average and could improve. I’ve encountered issues accessing the disabled toilet due to misuse by others, which is frustrating. The rooms appear clean, but the cleaning standard needs to meet the hotel's star rating. Some staff members seem indifferent and lack basic knowledge about the menu, leading to poor communication. During a pre-booked Christmas dinner, while the servers were polite, there was a lack of coordination among them. We faced several issues, including a missing table setting and a misunderstanding about our meal order. The food quality was mediocre, and drink options for non-drinkers were limited. Overall, the experience was disappointing and requires significant improvements.
This hotel ranks among the worst I've encountered during my frequent travels. Initially, they charged a £50 deposit per night, and after nine days, it still hasn't been released. They also attempted to charge an additional £113.62 unexpectedly. Fortunately, my work card declined the transaction. Customer service has been unhelpful, and I anticipate needing to address this issue in person. The rooms are outdated, cold, and basic, and I experienced plumbing issues that required a lengthy wait for repairs. Noise levels were unbearable, especially from nearby nightlife, making it impossible to sleep. I strongly advise against booking a stay here. The breakfast staff, however, were commendable.
Exercise caution when considering this hotel. They charged a £100 deposit with a promise of a refund in 14 days. After following up, I was informed of an error and that it would take another 14 days for a refund, which still hasn’t been processed. After contacting the booking platform and the hotel, I was told it could take an additional 30 days.
We recently enjoyed a two-night stay to celebrate our 59th wedding anniversary, and it was a delightful experience. The management and staff were courteous and accommodating. The food, especially breakfast, was excellent, and we were pleasantly surprised with a plate of cakes to commemorate our special occasion. We will definitely return.
The low rating reflects my experience, particularly with the bar staff who lack knowledge of the menu and drink preparation. The cleanliness of the restrooms was subpar, and the staff seemed indifferent. It's unfortunate because the hotel's location and appearance are appealing, but the dated facilities and service issues are concerning. We will not be returning.
My experience with this hotel has been frustrating. They charged me £500 without explanation upon checkout, claiming £250 for damages without evidence. After numerous communications, the operations manager confirmed it was an error and approved a refund. Instead, they charged me another £250, totaling £500 taken from my account. The hotel has shown no responsibility and has created obstacles to prevent me from filing a complaint. I strongly recommend avoiding this establishment.
After addressing numerous complaints with management during my two-day stay, they offered a maximum discount of 50%. However, my follow-up email was ignored, and I later found that the full amount had been charged without any discount. This hotel lacks safety and honesty, and I advise against staying here.
Upon arrival, I was informed about a wedding event that would cause noise late into the night, and access to a rooftop bar was restricted. When I asked for alternatives or discounts, I was told there were none. It's disappointing that the hotel promotes the rooftop bar but then denies access after payment.
My experience at my mother’s wedding was extremely disappointing. The bouncers were unhelpful, denying me entry without ID despite being of age. Service was slow, and the bridal suite did not meet expectations. The food was not as described, and half the wedding party was separated. I cannot recommend this venue.
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