Conference Aston

"Good communication with receptionist prior to arriving. Booked 3 doubles as twins. Needed disabled parking which was OK, awkward, but OK with help from others in our group. Check in friendly and fine. Bedrooms very clean and in good condition. Beds and pillows so hard and lumpy. I went for a shower...with wet hair, no conditioner! Rang reception to get some Sent up, was told by young man 'yeah OK, will see if there is someone about, who could possibly bring it up', bearing in mind I had wet hair. Waited 25 mins, nothing, rang down again, cut off, rang again, cut off, rang again cut off, rang again and young woman answered, clearly having been told to make out she didn't know, so had to ask again, to which she said she would tell the Manager and try and get it sorted! 10 minutes later a lovely chambermaid appeared, fixed pump of conditioner and refilled, while managing a lovely attitude. Its not difficult! Went down for a meal Friday evening, barman was very friendly and helpful. Then told by the most sullen, unfriendly, dismissive young woman at restaurant reception, that the hotel doesn't do food in the restaurant on Fri evening through the weekend, except breakfast, only in the bar, with a very limited menu. We were all tired and had a big day Saturday, so ordered to eat in the bar. When it finally arrived, at different stages, orders were wrong, missing, poor effort content and presentation. Barman was very apologetic and helpful, but when the young woman walked into the bar, having been told of the issues, by the barman, as we saw him go and tell her as he went to the kitchen, she ignored us (the only people in the bar). I called her over as she was walking off, back to the restaurant, she ignored me twice, then on my third time of asking, she came over, said 'Yes' with attitude, I asked why and how such simple orders could be so wrong and why as, as she had told me earlier, she was in charge, she hadn't come over to apologise and see what she could do for us? She then blatantly lied and said she was just about to come over!!! She made us feel uncomfortable with her uninterested, rude attitude. She then went off, before returning to say she had been to tell the Manager of the issues and we would be refunded. That wasn't the point, we wanted to enjoy a nice meal for my birthday and friend's graduation on the Saturday (both of which I had emailed reception, to put on our room notes). Breakfast on Saturday was excellent. After day of celebration out, we were all looking forward to going in the pool, which ended up being down the road, round the corner, was very cold and lane circuits only! So relaxing, NOT. We ate out Saturday evening for a celebration dinner and it was excellent, at Zizzi's. We were looked after fantastically and our complicated order was delivered to perfection by great staff. This only served to highlight the unwelcoming attitude and substandard dinner at this hotel, the night before. This hotel doesn't really know what it is and so doesn't offer accordingly. Is it a conference centre with rooms or a hotel? Two very different things. I have been in the industry over 30 years, running and developing venues and hotels, nurturing and training great staff and it is very obvious, this place needs an injection of personality and customer care, or don't promote as a hotel. Not at all suited to a family group. Disappointing"

"I enjoyed the best customer service exprience of my life. Thanks Raj!"

"This is the second time I have stayed here and was very happy again. Absolutely excellent hotel and facilities. Rooms are very comfortable and the sustainable products and options are a nice touch. The staff are what take it to the next level. So friendly and attentive! Isra was fantastic and very kind. She has exactly the welcoming assurance you need after a 8 hour journey travelling! She is a credit to the team. The staff in the restaurant were very good and attentive too. The menu was absolutely delicious again and great vegetarian options! Finally thank you to the hosts of the breakfast. The gent who greeted everyone had so much energy and warmth. Thanks again! 5 star again!"