Mix up with room and food order
We arrived at 3pm to be told the room was not ready, we returned and was given keys to room 112 we went into room and found there was clothing and personal items on the bed. We heard a person in the b... more
We arrived at 3pm to be told the room was not ready, we returned and was given keys to room 112 we went into room and found there was clothing and personal items on the bed. We heard a person in the bathroom? So we left and returned to reception. The receptionist had given us the same room as the previous quest. We should be in 115. She appoliged and gave me the correct room. We booked for a DBB but they didn't have the booking I made 2 days earlier. We had to explain at the restaurant that we did pre booking for the meal, this was very frustrating trying to explain. We also had to have our breakfast in the room due to area being put in tier 3 that morning. When the breakfast arrived it was cold and wasent offered coffee or juice. The bedroom was lovely as were the staff. The bar staff, were very helpful and polite. less
Kelsie Buck, General Manager at The Lord Street Hotel, BW Signature Collection, responded to this review
Please accept my sincere apologies over the mix up with the rooms, we have put more procedures in place, so this does not happen again. The restaurant is given a list of guests who have booked Dinner Bed & Breakfast daily, so even if you had not actually booked a time, they would have still been expecting you. I have checked your pre-order sheet for breakfast which you fill out yourselves and you have not requested and juices or coffee, so please accept my apologies.
I am pleased you found your room lovely and the staff and especially the bar staff helpful and polite. We look forward to welcoming you back again very soon so we can offer you the 5-star service and accommodation we are known for. Once again please accept my apologies.
The Lord Street Hotel