Ajay p
2/5
I booked this hotel for a 1 week holiday with my mother and father from 02/07/23 - 09/07/23. We arrived at the hotel very late at night due to a flight delay so we were extremely tired and looking forward to a good nights rest. After checking in and entering the room, we discovered that an extra bed had not been placed in the room to accommodate 3 guests. We went back downstairs to reception and were informed that it was likely whoever was working in the afternoon had probably not done their job of having an extra bed sent to the room in advance of our arrival. Fortunately, we were given a separate single room for the night. However, I received a passive aggressive call early the next morning from Rachel, who was the manager and the lady working at reception, informing me to return the single room by 10am. Whilst I had no issues with returning the room on time, I was a little surprised by the speed of the call and Rachel's tone, considering our journey the previous day had been tough and it was in fact the fault of the staff for having not provided the extra bed as we had booked. At this point there had still been no mention from Rachel about adding the extra bed to our room. Due to this, I decided to remind her about the situation. Having given this reminder, she seemed to have become personally offended and led to several issues as my stay progressed. Coincidently, after several reminders during the day, we finally received the extra bed. Following this, I was concerned about any more interactions with Rachel during my stay. My concerns did indeed turn out to be justified. Whenever I asked Rachel to have my room cleaned, I found that it was never cleaned. If I tried to ask a different member of staff and she also happened to be working at reception at the same time, it would once again yield the same result. Rachel always seemed to be miserable and unfortunately would be working at reception on most occasions, making it difficult to have my room cleaned. As well as this, the hotel displayed a sign stating "we can make you a nice cup of tea". My mother decided to try this and found that there was no milk accessible. We asked Rachel regarding this, and once again we were met with the same attitude. She told us that the milk should already be there which was clearly not true. She was adamant on not coming to have a look until a considerable amount of force. Having found that we were correct about no milk being available, she finally provided us with a milk pot from her office draw. However it was clear from her facial expression, body language and attitude that she was unhappy about having to help us. I found Rachel's behaviour to be rather childish considering I had paid £100 a night and simply reminded her to do something which should have already been done prior to my arrival. With her working on reception for the majority of my stay, it made it challenging to try and speak to the other staff instead.
In terms of positives, I found that the breakfast staff were extremely friendly (the polar opposite to Rachel). The breakfast selection was amazing. Plenty of gluten free and dairy free options. The room itself was clean, however we found that there was a strange odour in throughout most of the hotel but we were not too bother by this. The hotel has a beautiful appearance from the outside. The location is also perfect. The surrounding area is clean, safe, has good transport links and features some great food options in walking distance. Jack's burger (directly opposite the hotel) and Napoli pizza (5-10 minute walk) both offer delicious food options and at good prices.
