My boyfriend booked a room for a short break in Brighton in November... The hotel was lovely and the manageress was a star! And we would like to thank her very much for everything she did for us.
Everything she did appeared to be no trouble for her which made our stay very pleasent because she was highly courtous, very attentive and the room - Le Chambre de Louis was amaziing! There was however an issue with some lack of management from the girl that was on reception on our 3rd day who appeared to be more interested in reading that paper and always seemed to be studying rather than paying attention to the needs of the guests. We asked her for more tea in our room but we never got.. until the manageress arrived.. as said previously, she was very professional and strongly applogied for the situation; in my opinion, this showed a real strength in customer service by putting something that was bad, right! There is nevertheless, no excuse for bad customer service.. people should seperate their studies from their day job so that it does not affect the way they give customer service... This is one thing that dissapointed us the most, not only because of the bad service but because of her attitude which suggested that we were asking too much... I personally would like to suggest that management train people to understand the importance of customer service. I would however like to say, because of how the manageress treated us by turning the situation around... we will definately be returning in 2011 and maybe with my parents. Many thanks.......

We stayed a couple of years ago and enjoyed a warm welcome from the guys who ran the hotel. They produced an excellent cooked breakfast and were wonderful hosts. Now there is a poor quality cold buffet breakfast which was not even ready at 8 am. There were stale rolls and the milk was off. We had to wait while more milk was bought but it made me wonder whether the fruit juice was OK. I don't think I have ever walked away from a hotel breakfast before! I did complain to the management but I received no reply.
We had paid a deposit for the room and there was confusion on arrival about the balance. It seemed that someone had taken the balance just before we arrived and without contacting us first to confirm which credit card. Usually a hotel will take the balance after contacting you or on arrival.
Such a shame - 2 years ago this place was wonderful.

We had a lovely stay at the Royal Pavilion Town House the staff were lovely and one even gave my grandaughter a lovely hat. It would have been helpful to know that there were so many stairs and also that the management had changed overnight and, hence, there were no cooked breakfasts. Also we upgraded on of our rooms and I think it would have done wonders for customer service not to charge us the fifteen pounds for this. Otherwise the hotel was absolutely lovely expecially the staff.

Loved it. We stayed in the Beijing room for three nights, very opulent. Excellent for shopping as it's five minutes away. Crisp clean linen, Large bathroom with temperamental jacuzzi.
Enough breakfast to keep us full till mid afternoon. If we can afford it we would definitely stay again.