The staff seemed a bit green but eager to please and made an effort to get us checked in at an earlier time as our journey time was shorter than expected.
The room we got was not as spacious as expected and compared to previous stays at the same hotel not very clean. There was dust on the surfaces and when you sat on the bed it felt like dust was coming off it. All the minibar had in it were 2 x waters and some fresh milk. There was a big block of ice on the freezer inside the fridge which also made me feel like the room had not been looked at in a while. There was even dust inside the cupboard (on top of the kettle and other surfaces. There is also a sewage smell in the area where you come in which kind of lingers even when you get into the bar area. None of it was catastrophic as the staff seem to be making an effort to sort things out but compared to another time I stayed there I was a bit disappointed.
When we had trouble connecting to the internet they sent someone up immediately and we were pleasantly surprised with the service in the restaurant, they all made an Effort. It’s ok, but not using its full potential to be amazing.
Comment from Hotel Management
01-May-2019 by T Spittles, Hotel Management
Thank you for taking the time to post such a considered review and I have followed up your comments with the relevant departments. It is true we have taken on some new staff here who are in supervised training, and I hope this did not inconvenience you at all. I rather feel that if they came across as 'eager to please', then that is half the battle!
Your comments regarding the cleanliness of your room most concerned me, as it is such rare feedback but I have addressed it with the Housekeeping department. The 'minibars' are just advertised as mini-fridges with complimentary water and fresh milk for tea/coffee, rather than UHT capsules.
The odour in the reception area is one of drainage and affects other properties in the town, and we have been working with the Council to try and eliminate it. I am so sorry it was prevalent during your stay.
Thank you for the comments you made regarding the restaurant service, with which they will be as delighted as I am.
Thank you for making a return visit to us and I am only disappointed that it did not live up to your previous experiences. If you decide to return again, please do get in touch with our Guest Relations Manager who will do what she can to make it a more memorable stay.
With best regards,