Matt S
September 18, 2024
Initially, we booked online and requested for a cot and a sofa bed to be set up. Upon arrival, we realised that the bed had not been made, and there was no cot. It then took almost two hours for this to be done (by 9.15pm) almost causing us to miss our dinner reservation. The door in this room was faulty and was a safety hazard, our one year old injured his head when pulling the door forward. In addition to this we had to have someone he come and replace our coffee machine as it was wasn’t working, this took up another hour or so of our morning, including the time spent in the previous evening setting up the bed and cot. The following morning, we were offered a discount on our meal and a half price discount on a suite for £150. Once we viewed the suite, were were then told it would be £300 rather than the £150 quoted. We were not happy to pay this considering the service the previous night. We were then offered the same room for the night for £150. We were advised that the discount provided would be 50% (family and friends discount for staff). We actually paid £280 for the same room the previous night, so we have been overcharged for this room based on the discount. Overall, the hotel itself is lovely, however the service we feel wasn’t up to standard for the price that we paid. We’ve stayed at the hotel a few times, but am not sure as to whether we would return again.