"The hotel is in a good location and the surroundings are pleasant. Some of the staff we initially interacted with were kind and helpful and extended a late check-out to 3pm, which we appreciated. We stayed here for 4 nights.
Unfortunately, the overall experience was let down by poor communication, rigid policies, and a lack of empathy. The hotel does not offer luggage storage. When we asked if there were any alternatives, none were provided. As a result, we had no choice but to book and pay for an additional night purely to store our luggage, even though we were staying in another town.
When the late check-out was granted, we were not informed of any serious consequences if the timing was exceeded — such as housekeeping leaving for the day or the room being deemed unsellable. Due to an unexpected train delay, we arrived back about 1.5 hours late. We were travelling with a child and rushed back from the bus interchange, only to be told we had to pay for yet another additional night. This time, it was solely to gain access to the room to collect our luggage, as our key cards had already expired and the door could not be opened otherwise.
Despite knowing our situation, the receptionist showed no empathy and insisted that we pay for yet another additional night. This time, it was solely so we could access the room to collect our luggage, as our key cards had already expired and the door could not be opened otherwise. In other words, we paid for a full night not to stay, but simply to retrieve our belongings. Even after agreeing to pay, we were repeatedly asked if we needed new key cards, which was unnecessary and frustrating given the circumstances.
Breakfast was another area affected by clear understaffing. Staff were carrying multiple roles and were unable to clear tables promptly. Food items were not replenished in time, likely due to staff shortages. The pancake machine, which seemed intended to help ease the workload, was frequently not functioning and had to be fixed daily, adding further strain on the staff.
This appears to be a management issue rather than a frontline staff problem. Hotel management should seriously review staffing levels and operational planning, as the shortage is evident across reception and breakfast service.
Amenities were basic — acceptable, and I’ve seen worse — but nothing notable. Noise was generally not an issue, although there were occasional random knocks on our door at night, likely from other occupants who could be rowdy at times.
I have stayed in many hotels across different cities and generally keep my expectations reasonable. I understand hospitality work can be demanding, especially when staff are required to cover multiple roles. However, poor communication, rigid enforcement without context, and a lack of service recovery when guests are clearly in distress are not acceptable.
A good location alone cannot compensate for an understaffed operation and poor guest handling. Unfortunately, this is not a hotel I would choose to stay at again."
