"This establishment is, quite frankly, nowhere near the standard it advertises.
Marketed as a “Boutique Hotel”, it is in reality a glorified bed and breakfast situated in an unappealing, run down residential area. The so called “city view” is nothing more than a deprived neighbourhood, and that sets the tone for everything that follows.
Arrival was an immediate red flag.
Guests are required to stand outside and ring a security intercom to gain entry — an intercom no one bothered to answer for several minutes. When we were finally let in, the manager appeared amused and dismissed the issue with, “sometimes you have to wait to be let into hotels.” No, you do not. Not in any professionally run hotel. Despite the receptionist later apologising and admitting she didn’t answer as she got caught up chatting to other guests, when we emailed our complaint, the hotel subsequently attempted to shift the blame onto us, claiming we had entered an incorrect room number — impossible, as we had not yet checked in.
The parking claim is equally misleading.
“Free on street parking” turned out to mean parking on the pavement. This is irresponsible, inconsiderate, and soon to be illegal. It shows a complete disregard for disabled residents, wheelchair users, parents with prams, and anyone who relies on unobstructed pavements.
The “suite” is a masterclass in creative marketing.
While superficially well decorated, it is exceptionally small and bears no resemblance to a genuine suite. There is no air conditioning, no ventilation beyond open windows, and the room was stiflingly hot. It also smelled strongly of damp towels, likely due to the lack of airflow.
The “extensive welcome tray for your indulgence” consisted of a couple of packets of crisps (£2.50) and peanuts (£1). Calling this indulgent is laughable.
The most egregious misrepresentation is the claim of soundproofing.
There is none. We were kept awake all night by another guest’s television and constant traffic noise. Advertising this room as “soundproof” is not just misleading — it is a clear misrepresentation of the product being sold.
Basic operations are equally lacking.
The property is unmanned overnight, with staff leaving at 20:30 and reappearing at some point the next day. At checkout, there were no staff present at 09:00, and we waited ten minutes before anyone appeared after we had to telephone someone and say we wanted to check out.
Customer service is defensive, dismissive, and wholly inadequate.
Our complaints were brushed aside, and when we advised we would not be returning for our second night due to lack of sleep, no refund was offered. The subsequent email response attempted to normalise their practices and divert blame onto us — including suggesting we should have called an out of hours emergency number during the night, as though that would magically install the soundproofing they falsely claim to have.
Their eventual offer of compensation — 50% of the unused night — was insulting given the circumstances. We have since raised a dispute with our credit card provider.
In summary:
This is not a luxury boutique hotel. It is a small bed and breakfast in a poor location, with tiny rooms, no ventilation, no soundproofing, and amenities that do not exist beyond the website copy. The customer service is diabolical, and the management appears to believe this is acceptable.
The two nights we booked cost almost £300 — more than the upgraded rooms we subsequently enjoyed at two Marriotts and the Titanic Hotel in Liverpool, all of which were under £140 per night and delivered genuine quality.
Avoid this so called “boutique hotel”."
