Morning Nathan ,
Me and my boyfriend booked to stay at your hotel for Saturday night for a short stay away as we had been working hard recently and just wanted a well earned break away from our busy busy life’s back at home .
Apon check in we witnessed two guests in front of us complaining about the room .
One guest got a full refund and went to another hotel the other got a free bottle of Prosecco and was re located .
When we checked in we was told no information about the hotel we were handed are room key and charged a additional £10 for parking which was not mentioned to me on booking.com . I have stayed at other hotels in the area and not been charged before .
When we found our room the lady had written the room number down in pen and it was the wrong room so I embarrassingly had to apologise for disturbing a current guest . I tried the room next door which was ours .
When we arrived in this room it was very dirty the carpet had black marks all over it . The kettle tray was dirty , the bath room was also not clean and very out dated , as for the balcony I would not call that a balcony it was a roof full of moss . , furniture was all chipped . When I choose this booking I also booked a double bed not a twin this had twin beds .
I went back down stairs and asked the lady nicely if I could change rooms and explained I don’t like complaining and apologised to her . She never once apologised she just said I can try some other rooms if I like I went to another room which was a little better well this is what I thought I accepted this room .
What I found wrong with this room
Lampshades dirty , bedside lampshade not working , carpet not hovered properly, bathroom had hair from previous guests , cracked tiles , glass door to bathroom not cleaned , cracked hole in the wall , springs in the bed sticking out . Coffee stains on coffee tray .
This is not how I expect to find a hotel room that I paid £87 for .!! I run my own cleaning business and my girls would not get away with this standard of cleaning I really think your house keeping team really need to learn the basics .
After this we went down to the down stairs bar we had to wait for some one to arrive from behind reception I asked for a larger on the draught she said we don’t have that no sorry or no reason . At this point a lady came in with her dog I heard the receptionist tell her she can use the Carlton hotel we were not once aware of this .
The receptionist did not tell us that the hotel restaurant was shut tonight or make us aware that we could use the Charlton hotel I get the impression that this hotel is struggling and your try to cut costs but this is not acceptable when your charging £87 a room minimum.
We went across to the Charlton hotel and had a couple of pleasant drinks.
We came back and went to bed I slept for around 2 hour’s altogether. Got up in the morning to have a shower to cold water this was really not helpful after a rubbish nights sleep .
So before we left we went to breakfast we was greeted by room number no good morning . He said our coffee machine is broken we have filtered coffee how long has this been going on for as I saw a review at the beginning of February with this same problem .? Maybe they should book a engineer .? .
The breakfast it self was not great , half frozen hash browns , greasy bacon , no danish selection , pink sausages , milk had ran out .
I’m really sorry but this is a true and honest review of my stay with you I’m utterly gutted and have been so upset with your poor service in all areas I work hard for a luxury stay which was so far from this
This is the email I sent to the general manager over 7 days ago after he advised me he was carrying out a investigation he has not even bothered to reply to me to say he has received my email the service we received during our stay and now after our stay is the worst service I’ve ever experienced in my whole life .
No wonder the staff don’t care if the general manager emails you and asks for a detailed break down of your stay then decides to totally ignore our concerns I suggest avoiding this hotel at all costs .!!!
If I could rate this hotel zero I would less