I stayed at this hotel expecting a comfortable experience, but unfortunately it turned into one of the worst hotel stays I’ve had.
Upon check-in, our room number was announced aloud, which should not happen as it raises privacy concerns and goes against basic GDPR practices.
Within 10 minutes of entering the room, we found multiple cleanliness issues. The sink still had hair and toothpaste residue on it, the carpet had clearly not been vacuumed properly, and when I opened the toilet seat, there were visible skid marks. This was completely unacceptable, especially for a hotel charging £154 per night.
I called reception to report the issues, but it took around 10–15 minutes for someone to answer. I explained the situation and asked if housekeeping could simply come and clean the room, as I was travelling with my 8-month-old baby and did not want to repack everything and go downstairs. I was told housekeeping had finished for the day and that I needed to come to reception to collect a new room key.
After going downstairs, despite showing photos of the room conditions, there was no apology and no offer to help with luggage, even though I was visibly struggling with my baby and bags. While I was still at reception, another guest also came down to complain about problems with their room, which says a lot.
To make matters worse, less than five minutes after moving rooms, a man attempted to open our new room door. I had to double-lock the door just to feel safe.
Later, I went to the bar to get water and a glass with ice. Staff handed me a cracked glass without checking it properly. Thankfully, I noticed the crack before using it and returned it. The staff member apologised, but by this point, it was just another issue in a long list of problems.
At breakfast the following morning, I requested a high chair for my baby and was given a broken one without straps, meaning my baby kept sliding down. I ended up having to hold my baby while trying to eat breakfast.
Before leaving, I asked to speak with a manager and spoke to the Duty Manager. He was apologetic and offered me points as compensation, but I did not want points. After paying £154 for one night, I do not believe points are an appropriate resolution for the level of inconvenience, poor cleanliness, safety concerns, and lack of service we experienced. I was also only given a generic email address to raise my concerns, which did not feel like the matter was being taken seriously.
Overall, this experience was extremely disappointing and not worth the money paid. Given everything that happened, I do not believe the stay met even basic hospitality standards, and I am seeking a full refund.
