I stayed in this hotel almost a month ago and had quite a few problems with my room while I was there.
During my stay a number of things were broken or not-working properly in the room. Firstly, the toilet was not properly working, it had to be held for about 20 seconds before starting to flush. Also the flow of water to the shower would continuosly stop while in use, so mis shower with soap in hair, the water would just stop for a minute or two, which was a real pain. There was not remote to change the heat/cooling unit in the room which we wanted to do during the evening once it got very hot and the window did not allow for a breeze.
Our tipping point was when from approximately 11pm-1am the rooms near ours were extremely loud, with people slamming doors and singing and shouting in the halls. We tried to call reception to ask to change rooms at about 12:00, but when we tried to use the phone we discovered it was also not working properly and had been unplugged. I plugged it in, but it did not work and even with the phone on the receiver would play the dial tone, which would be why it was unplugged.
First thing the next morning, while my boyfriend attempted to shower (the water was still stopping mid-use), I spoke with reception about the issues who had apologized and said a manager was not present, but that this would be brought up to them and they would contact me regarding compensation for the number of issues with the room.
After about 10 days, I had still not heard anything so I used the online contact page to highlight what issues we had and that I was hoping to speak to someone. After 3-4 more days I emailed again, using the direct email provided in the auto-reply to my previous message via the website. Still no response.
Finally today, I called and spoke with a manager who was very polite and apologized, but offered no reimbursement or compensation, other than on our next stay he assures we would experience a much higher standard of service.
Being from Canada and only in Derby/Nottingham for a night due to an event, I said there was little chance of us returning an he replied with "please let me know if you change your mind and decide to stay with us again".
While he was polite and clearly not to blame directly, surely the customer service could have been better, offering a partial or full refund on the rate paid for the room. Being accepting of the fact they cannot control the noise levels of other guests, not being able to properly shower, call reception, flush the toilet or change the heat are all responsibilities of the hotel and should have been maintained. less