Very average hotel
My partner and I were very excited to stay here after reading so many rave reviews on Tripadvisor, but ultimately left extremely disappointed. Hotel staff were very cold and unhelpful, and whilst the ... more
My partner and I were very excited to stay here after reading so many rave reviews on Tripadvisor, but ultimately left extremely disappointed. Hotel staff were very cold and unhelpful, and whilst the rooms were clean I think it is unacceptable bed linen is not changed daily in a 4 star hotel. Most frustratingly, on the day of our departure we were unable to leave luggage at the hotel, and instead had to leave it at the Left Luggage facility at Waverley. Whilst I understand changes have to be made due to COVID-19, I struggle to understand how luggage storage could present a significant transmission risk. We will not be staying here or recommending this hotel to others. less
Lesley Christensen, Guest Services / Front Office at Ten Hill Place, BW Premier Collection, responded to this review
Thank you for highlighting just how seriously we take Covid-19. Both the daily changing of bed linen and the storage of luggage where noted by the recognized body who undertook an external independent review of our risk assessment policies and procedures transmission risk areas and the risk was deemed better to be eradicated.
Handling of luggage for blatantly obvious reasons was deemed a high transmission risk - why anyone would want to have their own personal belongings handled in the middle of an epidemic I struggle to understand.
Linen changes, room service and many other services whereby staff and guests alike would be within an enclosed space were deemed high risk, so like every other hotel we have had to adapt our services to suit the safety of all concerned.
As noted in the numerous reviews we have had on this subject, on this review site alone, every other guest bar none has understood and appreciated what we have had to undertake in these challenging times.
We look forward to welcoming you back after the pandemic so we can store your luggage in safety.
Mark & the team