"Unfortunately, our experience was affected by a number of significant issues. Firstly, the suite description states that each suite includes separate bedrooms and living areas, making them ideal for families. However, upon arrival, we found that there was only one bedroom. The second “separate” room did not contain a bed due to its size and instead had a single four-foot sofa bed. As my family consists of four adults, my grown-up children were expected to share this inadequate sleeping arrangement. Although my wife raised this concern, we were not offered an alternative suite; instead, a camp bed was placed in the lounge area.
In addition, the room temperature was uncomfortably high throughout our stay. Despite setting the air conditioning to the lowest possible temperature, there was no noticeable effect. We attempted to open the windows, only to find that they were sealed shut. As a result, we endured these conditions for the duration of our two-night stay.
Further issues arose the following morning when we discovered that only one bath towel had been provided. At approximately 7:15 a.m., I attempted to contact reception using the in-room telephone, only to find that none of the phones were functioning. I was therefore required to go down to reception in person to request additional towels. After waiting an hour without any delivery, I had to return to reception to follow up. Given that our room was located on the eighth floor—served by only one lift, with others only reaching the seventh floor—this proved particularly inconvenient. The towels were eventually delivered approximately 20 minutes after my second request. The lift issues persisted throughout our stay, which was especially problematic as my wife is disabled and unable to use the stairs.
Another issue occurred on our second evening when we returned to the hotel after attending a wedding. None of the three key cards issued to us were functioning. We were advised that this may have been caused by the cards being kept near a mobile phone; however, this was not the case, as they had been stored separately in their own pocket.
Overall, our stay was repeatedly disrupted by these ongoing problems. I must express that I felt reluctant to settle the balance for the second night given the circumstances, although I ultimately did so. It was particularly disappointing to receive a reminder letter under our door regarding payment, given the numerous unresolved issues we had experienced.
Having travelled extensively for both business and leisure, I can confidently say that this was one of the most disappointing experiences I have encountered at a hotel of this supposed standard."
