My boyfriend and I booked an executive room for the 14 th of feb, Valentine’s Day. We were looking forward to having a nice relaxed stay. However that was not how it went. We had a mud therapy session at 12:30pm and checked in at 2 pm and rushed back to have lunch before our 3:30pm massage appointment. The massage was really good and we thoroughly enjoyed that. The bathing robes were unaivailable for both the spa and the room however, that was not an issue for us. After our massage we headed to Cambridge to run a quick errand and got back to our room to have a relaxed bath as we usually like to do after we get a massage. That relaxation was out of question as there was no bath in our room, which is outrageous as we had booked an executive room, the room itself was standard and did not have a full window as was advertised in the description of executive rooms. A friend of ours had booked for a couple of night at the same hotel, they booked a standard room but was upgraded to a superior room and that’s just one that we know of. We are not against people getting upgraded uhowever we are not happy that we had booked an executive room but managed to get a room that was standard looking( as per the comments by the staff when inquired, so called “executive room”). Our friends who had booked a standard room had a jacuzzi and a bath in his room, which is a slap and a waste of money on our face. My boyfriend had booked the room way ahead so we wouldn’t miss a good room, which was no help at all. When we inquired about the room to a lady at the reception, she said that we were “unlucky” to have got a bad room. That comment is beyond outrageous, we did not pay to get unlucky, which is the reason why we secured a room that we wanted and believed to suit our stay. If we wanted the thrill of being lucky and unlucky we would get a lottery ticket and not be pissed if we didn’t win anything an got unlucky because there is no discretion in that.
There were other factors that wasn’t quite good but can be overlooked, however the misleading room is beyond understanding. We Ordered our breakfast and headed to the buffet to get fruits and juice but was told by one of the staff that we could only choose breakfast either from the kitchen or buffet and because we ordered from the kitchen we weren’t allowed to have anything from the buffet, fortunately for us, one of the waitress told us that we could, we don’t mind that so much as the staff seemed to be quite new. This small factors only added to the issue that we had because of the room, otherwise would have been fine.
Our major complain is the plain, standard room that qualified as an executive room as per the staff(room 404) and the outrageous comment that we were unlucky. If the room do turn out to be qualified as executive, it is no different from standard and instead of paying for a standard looking executive room we would have paid and stayed at a standard room, the same room for a better, cheaper price, with the same plain looking standard-executive room, narrowed small ventilation window and an old shower. I would not have given a single star because we did not get what was paid for, however the spa was very good and would recommend visiting spa, cannot say the same for the rooms at all.
Hoping the managing team will get a hold of this and kindly respond. less