4/5 Good
Verified traveller
Travelled with group
21 Jun 2021
Liked: Amenities, property conditions & facilities
The premises were in a great location and the apartment was clean and sufficient. The staff members were friendly and accommodating when asked, however they made every request which would be instantly easy in other hotels, seem like very difficult tasks. E.g., we had requested via Expedia to have twin beds, they gave us one which had twin beds but prepared as a double and we were made to feel bad for requesting to be made into twins again. And at checkout, we asked for our two small pieces of luggage to be put somewhere as our train was leaving much later than checkout, and again we were told how difficult it would be and that a member of staff who stored our luggages on the first day as the room was being prepared, was told off for doing so. Our main issue though, is pre-stay (lack of) communication. I tried to contact the hotel at least from two weeks before our trip to see if everything was ok with the booking, etc and, despite trying to email them via Expedia, via Messenger, via the email the Messenger people gave me and via the direct phone the hotel gives on their website, I NEVER managed to contact them prior to our stay, which is weird for such a big (and quite posh) hotel. Plus, there is an ongoing issue with their Spa section, where we booked for a half-day retreat but some things on their website description are misleading and incorrect and we ended up overpaying as the service was not as described and we have not heard from them still (of course), 3 days later.
Stayed 3 nights in Jun 2021