"I very rarely write reviews but believe that I had such a terrible experience and want to make other people aware! I arrived for a two night stay, I had just had surgery round the corner and booked the hotel for convenience. When I arrived the reception area was extremely busy, there was easily 150 people that had checked out and it seemed pretty chaotic. There was no one waiting to be served at reception, so I got served quickly. I acknowledged they were busy and said I was sorry to bother them but I was wondering if someone could help with my bag due to just having surgery the day before. The concierge was busy seeing to the guests who had checked out, I kept being told I would have to wait. There were other staff wondering around but I kept being told I would have to wait for concierge. Unfortunately I wasn’t well enough to stand and wait, so had to drag my bag along the floor. I wouldn’t normally ask for help but due to my health, I was just looking for someone to assist with my bag and I wouldn’t need anymore help once I was in my room. I felt the focus was very much on all the guests checking out and no one was concerned about the guests that were now checking in. Even another guest arrived to check-in and said they felt very overwhelmed with what they had walked into.
A family member joined me later that day and on the second day of our stay they went down to reception to ask if we could extend our stay (the reason for convenience and not because the hotel is nice!). Reception told my Dad that he would have to phone a number if he would like to extend the stay. He came back up to the room called the number given, it rang several times and would cut out. Eventually he got through and the person on the line told us we would have to go to reception to ask to extend our stay. My Dad explained he had already done this and they had given him this number to call instead. The person on the phone was shocked and said this was wrong and it is reception that would deal with this- the call was transferred to reception but it would just cut out. We ended up giving up trying to extend the stay as it was made so difficult, we ended up booking another hotel 10 minutes away instead.
Once we checked into the new hotel, I realised I had left behind a pair of headphones. I phoned the hotel that night and was told I would have to email housekeeping for them to raise an investigation and that no one could check lost property. My Dad went round that night and he was then told housekeeping opens at 7am and we could try after then and no need to email. He went back the following day and how convenient the headphones have not been found that were left in the room!
Please avoid, staff don’t want to help, tell you different things depending on who you speak to and your stuff disappears!
Also, I stayed here about 10 years ago and it looks exactly the same. In desperate need of being redecorated! It’s a shame as it’s a great location but service is really poor."
