10/6
Overall the hotel is not what it was. I’m aware there was renovation work going on, but the rooms seemed like standards have slipped. From a shower door that didn’t close properly, to cosmetics basket that would pull out of the wall. Valet service asked us what time we would like the car back, we said 12 noon. We came down at 11.59 and they then said “go and get it” to one of the staff. We finally got the car back 22 minutes later, whilst dodging workmen carrying in building products. The bar was also being refurbished, but still open. I can be very understanding of this, but after work had finished at 19.30, the floors were covered in dust and footprints - surely running a mop across wouldn’t be that difficult?
With the exception of the one lady who welcomed us at reception, the staff seem unable to smile or offer any warmth at all, yet the hotel charges a “service charge” for the staff, despite also charging this for the bar and restaurant too. Surely the staff service charge is what you pay the room rate for?
Overall, this was once a luxury hotel that genuinely made you feel special and valued. Now, it feels like it could be any other hotel but with nice bedroom amenities. The shine has gone but the price remains the same. Genuinely a real shame.
Reece
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