Very disappointed in the Events Team's service (Especially from Dani - who is meant to be the manager). I have been trying to book a meal for 20 guests for a special birthday since October/November - I was looking to book a table for the end of January. I thought I would book early to avoid any disappointment. To begin with I originally asked for the table for 1pm which was confirmed by a member of staff on the phone, which then was moved to 12pm and was told that we had a time limit, which is understandable but for such a large group I cant understand why we could not stay longer, would've been happy to have been charged extra. The communication was very slow, and I kept chasing. After 3 weeks I finally received the contract to book. At first I was sent a menu that stated a price per person (which was a set price) when I received the contract I was informed that drinks would be charged at consumption, obviously because we are a large group however it doesn't seem fair that we were charged the same for the meal pp if this does not include drinks. I tried calling Dani 5 times over a 2 week period to ask some questions and every time was told that she will call me back and never heard anything. Overall, very disappointed in the service I received and still was not able to book my reservation. Such a shame! Will not be looking to book with them again.
star Tamara Yates
Service was wonderful and polite on arrival, and the amenities of the hotel was well explained.
The room was worn with stained carpets, the sink had peeling paint, and there were red fingerprint marks on the blinds (all pictured) . The light system was really not great as well. A portion of the duvet smelt extremely strongly of sulfur/ammonia ish, making us retch. Tried to call guest services twice within 5 minutes but nobody answered, was too tired and gave up trying as it was midnight.
The room is a good size and I appreciated the TV. However it was BOILING despite having the thermostat at the lowest setting (18 celcius), couldn't seem to turn it off, went back 4 or 5 times to manually turn on the fan setting which I'm not sure whether it made a difference anyway. Would've tried to sort it out had guest services picked up the phone. My partner and I were perspiring slightly throughout the night even without the duvet.
In the morning, lots of loud talking and banging about, knocking, which felt like my door was being knocked when it was my neighbours, and was thus abruptly awoken. Needs better soundproofing.
Would not recommend this hotel given its price point which does not include breakfast, and how worn this place is. I've lived at much better places for a lot less!
starstarstar joan
I joined my friend here for lunch last week and have to say the hotel concierge staff's service was shocking. The rooms are also very small for the price paid. We ate lunch in the restaurant and for 3 people it was £600 with 2 guests being non drinkers. The sushi was very good quality as you would expect but the steak we ordered was worse than you can buy & cook in a supermarket. I have eaten at Nobu's around the world and this was by far the poorest. It was not the worst lunch I have had but for the price it was very average. We left disappointed & I would not return here.
starstar Phil Seal
Lovely hotel staff and decor, the Exec room was a great size with a huge TV that connected to Netflix and YouTube plus other streaming services which was an added bonus as well as blackout curtains. The only disappointment was the breakfast. We had an inclusive breakfast package however that only includes continental and there is an extra charge for a full English and it didn’t include baked beans. For a hotel notorious for their restaurants, I was disappointed in the breakfast offering.
On a better note, the massage was a lovely experience and the gym had high spec range of equipment. Thank you to the team for the warm reception.
starstarstarstar Erica Macharia
Stayed there for 4 days, my overall experience was great. I enjoyed the general atmosphere and the design as well. I stayed on the 4th floor, my room is quite big and well decorated. The staff is really professional and make sure customers have a great experience.
Negatives
- The staff at the restaurant seems to have different approach to customer experience, I booked the brunch but my experience wasn’t great, I was rushed to order and then to pay, even if the restaurant had a lot of empty seats…
- Some customers are really noisy early in the morning or late at night, maybe an opportunity to introduce some policy for customers so everyone can have a great experience
starstarstarstar Alvin M
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