"My friend and I stayed in the ten square on the 14th May, the night before my wedding. Upon arrival, I went to the desk to check in and told the receptionist (Leona) that I would be paying in cash, I had rang up earlier that day to ensure this would be ok. From the get go Leona acted like she didn't want to be there and really couldn't be bothered with us. She gave us our room key and we went on our way. I had booked a suite at £530 and when we opened the door to our room, I was mortified to realise we had been put in a standard double room, with absolutely no lighting and a window that didn't open. I had exchanged numerous emails back and forth with the hotel prior to booking ensuring that I was booking the room with the best lighting due to getting my makeup and hair done the next morning. I ended up getting quite upset over this as I was already stressing over having everything sorted for the next day. My friend went down to reception to explain about the situation with the room, and as she was speaking to Leona, Leona pointed to the other receptionist and said 'she will deal with you'. We were then moved to another room, which was the correct size etc with the lighting that I needed, however I had paid for 'City Hall View', and upon opening the doors- we had the view of the staff smoking area and the red brick walls of the other side of the hotel. We didn't bother complaining about this at the time as we honestly felt quite uneasy to go back down to the reception area. We left our breakfast card hanging on the door and ticked to have room service delivered between 7:00 AM& 7:15 AM, it didn't arrive until 7:45, giving us absolutely no time to eat it as our hair& makeup people had already arrived, the breakfast was also freezing cold. When my friend was checking out (I was getting married at this point), she was quite stressed as she was running late checking out and asked if she could have some help with the luggage etc and she was told someone would come up and help her, however no one showed and she was left to bring around 3 suitcases and 4 bags down the stairs on her own. She had asked if she could use the luggage trolley that was in the reception area and Leona said 'You may use this one it's the only one we have left'- in a rude tone. She also muttered 'for god's sake' under her breath. The day after my wedding, my mummy phoned up to lodge a complaint. She ended up speaking to the manager Kate- who said she was affronted as this is 'unlike' Leona- and that she would have to watch the CCTV and call my mummy back. She phoned back around ten minutes later and said she seen and heard everything my mummy was complaining about. She told her that Leona was 'stressed' and that she is a new worker. She then asked my mummy what she wanted out of this complaint, to which my mummy said an apology, as this whole situation really put a dampener on what should have been a special few days. Kate gave her sincerest apologies and as a gesture of good will invited me and my friend back to the ten square for a complimentary lunch. We politely declined this as quite frankly neither of us would feel even slightly comfortable stepping foot back in this hotel. I also don't see it as enough of a gesture, considering I paid £530 for a room with a City Hall view, in a 4 star hotel, and got neither a City Hall view nor a 4 star hotel experience. Breakfast was meant to be included in the £530 I paid- however upon checking out, we were charged for breakfast. I still can't get over the horrific experience and I am honestly mortified that I was not offered even a partial refund- to add, I looked up on booking.com when we had been originally placed in the wrong room, as I was worried they might have all been booked up, and the price for the room I booked came up at £271, not the £530 I had paid (I emailed to book), but again, I was honestly too scared to even face Leona on reception, so said nothing."
