I stayed at this hotel last week and I was very disappointed by the service of the hotel. Two receptionists were not helpful at all and didn't seem to be bothered by the clients, especially Laura who was quite rude to us.
The fire alarm went off in the morning at around 8am on the Sunday 9th September and Laura was just standing there at the reception not even talking to the customers or directing them anywhere.
We also had a problem with the minibar which was not on/not working, but Laura and her colleagues kept telling us this was not meant be cold (the receptionists and a cleaner repeated the same thing!). And, we explained each time to these employees that the fridge was NOT on. The first receptionist who greeted us (and who appeared to be inexperienced and new), after we asked her about the fridge the first time , she sent a cleaner (after I requested a technician) who said that the fridge was on. Shortly afterwards, when at the reception the cleaner and receptionist said to us to 'give the fridge an hour' to cool (just as the cleaner finished her shift, of course). We asked if again if a technician could look at it, to which she replied she will try to get someone later that day (Saturday). Then, later she advised that it was not possible for the technician as it was Saturday, to check back again tomorrow (Sunday) and she would leave a note with her colleagues for this to be done... On Sunday Laura the receptionist said it's not possible as it's the weekend...
HOW does a hotel not have any maintenance person/technician in-house or on-call at weekends?? We needed to use it to store some small things and in fact had to bin some things as we had no fridge on the Saturday night, on Sunday the receptionist took some things for the general fridge.
When we told Laura that we won't pay the supplement for moving us from a smaller room (we asked for a bigger room with a Fridge), she simply said “I understand” - but, in a way that she didn't care, and this is not professional at all. On checking out, the supplement for the room was on our bill, we explained the situation with the fridge and that we explained to Laura that we will not be paying the supplement.
The receptionist, who we found to be polite and professional, phoned Laura who advised that this was not the case and we should pay the supplement. The receptionist subsequently called the manager Lionel who agreed to waive the supplement.
Room 210 that we were given had an awkward stairs that was not easy to access with luggage and the roof in the bathroom is very low and when in the shower you bump your head off the ceiling.
This was our second time staying at the is hotel, in 2016 we had no issues but this time it did not go well. We regret not asking to speak with the manager from the beginning, and, will not be returning. less