God awful experience. Literally zero stars.
I arrived on Friday for two nights for my sister’s Hen Weekend. Upon arrival my room was not ready & I had to wait in the bar area where I was offered complementary drink. I opted for ‘Superior room’ at £200 per night.
Once my room was ready , I was issued with a key & I went upstairs to have some rest & prepare for the evening.
First thing I noticed was the dirty carpet on the stairs & dark dingy hallway leading up to my room. Upon entering, I was met with grime, stains and old ear plugs hidden behind a vase.
The bathroom had vile brown/ yellow stains everywhere: on the tiles, mirror, in the cabinets and the vanity seat.
All of the chairs were wobbly and one of them collapsed when I sat on it. The pillar on the bed fell off when I held on to it to sturdy myself when I was picking something up.
I went to the reception to ask for another room but they could not provide it because they were fully booked.
If only this was the end of this poor saga… alas, not.
On Saturday morning I met everyone for breakfast and found a large dead fly in my fruit salad. My sister drew their attention to it and they just took it away without as much as an apology. When asked what I would like to drink, I requested americano coffee. My request was met with: “ We charge extra for that.”
After breakfast we went to Cambridge and I left ‘Room Service’ required at the door in hopes that someone will clean my room. Alas, I came back to the same dirty environment.
I was hoping to go for a swim and asked for a bathrobe ( none in the room provided.). The receptionist told me that they charge £10 non- refundable fee for it.
Saturday evening we all came back from Cambridge to loud wedding music which actually didn’t bother me as I was tired & all I needed was sleep. Well, imagine being woken up just after 5 am by the fire alarm going off! The whole hotel, including my room sounded like a foghorn! Of course, it made me jump out of my skin and there was no fire reported.
After breakfast on Sunday morning, during my check out, I requested to speak to the manager, I’ve had enough at this point & felt awful for having this special weekend destroyed by this establishment.
I asked the manager to follow me to my room and I have shown him the god awful grotty, dirty, unsafe environment I had to endure for two nights. The man looked shocked and took the broken chair right away. He agreed that the room was unacceptable and offered me discount. So far, they refunded me the cost of a meal and four drinks. This is despite him stating that I will receive full refund.
In conclusion, I have never in my entire life stayed in such awful hotel, please don’t call it a spa hotel because it is not! You don’t even provide bathrobe, let alone any treatments ( everything is constantly booked) and the swimming pool is over chlorinated.
I am attaching photos of my experience to not only back up, what is now a formal complaint, but to also pre-warn anyone hoping to stay there. less