We stayed on the weekend break deal in room 204 which included a bottle of wine in our room. The reviews had been very good which influenced us.
The greeting from the receptionist was little more than sign here & here your room is to the right up the stairs. On the landing up those stairs were 2 artificial plants covered in dust and the most disgustingly stained light coloured sofa. Our room contained no comfortable seats to relax and enjoy the wine, just 2 hard backed dining style chairs. At this point wy wife contacted reception to ask for a more comfortable room but this request was refused.
After unpacking we then noticed dust and fluff on the carpet next to the skirting board, the electric kettle base and the tea making area under a glass panel were filthy. In to the bathroom and 2 small alcoves looked as if it was a long time since they were cleaned and the closet under the sinks where the spare toilet roll was kept had a shelf stained with brown slime which when we applied a tissue to could have been easily wiped clean.
So this had set the mood for our stay and this dirtyness could not compensate for the excellent meal and service at dinner.
Following morning we slept quite late and found there was no hot water. So we contacted reception, it was the same receptionist." I'll check the boiler" was her reply 3 times after I asked if it was a hotel problem or just our room. A few minutes later she phoned back to confirm the boiler had gone off was back on and we should have hot water in 10 minutes, there was no hint of apology. 15 minutes later the water was not hot enough to shower so instead of our daily showers we had to boil the kettle to wash.
I was able to speak to a manager later that day who apologised and noted our concerns.
When we got home I emailed the chains Customer Services with these concerns. I did not receive a reply from them but the email had been forwarded to the hotel's general manager who replied with more emphasis on "the positives" that we had enjoyed our dining room experience and although stating he would look at our issues obviously could not grasp how our weekend, which was a Christmas present from our daughters, had been spoiled by the unacceptable lack of basic cleanliness.
- Brook Meadow Childer Thornton
