If I had known few weeks ago that your hotel would have ruined the best day and night of my life, I would have gone to Travelodge with the rest of my family!
I got married last Month and the night I spent at this horrible hotel was my wedding night. Usually people expect that night to be magical and in keeping with the day that was fantastic!
When we checked-in we got a smoking room that we didn’t ask for since neither of us smoke! The smell in the room was so strong I was wondering if someone came in just before us to have one!
Then after 10min we got another room. We settled in, napped for 30min and got ready and left for the evening drinks in a nearby bar.
While we slept we felt hot but thought it might have been due to the lovely weather outside and the fact that we were exhausted.
After the party, when we got back around 00:45am we went back to sleep or something like that. We kept waking up by the heat even though we were exhausted. We tried the air co to realise that it was blowing hot air and called the reception.
The person over the phone told us that the air-co wasn’t working in the room and that we should have called them in the hour we came arrived.
When we asked him to do something he bluntly replied that there was nothing he could do and asked us what we wanted him to do.
Now, I travel a lot for my work, stay in Accor hotels, Park inn, Ibis and never had such a reply !
I do believe that when a guest explain you there’s a problem, the reception is supposed to help them out, especially when the hotel isn’t full and a room can be spare!
We HAD TO BEG to get a room where it was bearable enough to sleep. I had to explain to him that we could get a room where we could sleep and leave our belongings in the present room as it was around 4:30am and I didn’t want us to have to move everything!
And then, just to get that little icing on the cake, someone entered the room twice !! Once at 9:15 and once at 9:30 ! How hard is that to keep track of the room used ?
This is pretty basic in any hotel !
When we spoke to the duty manager when we checked out (or shall I say run away as we didn’t even shower but just gathered our luggage, gifts and flew that hellish hotel) all she could offer us was a discount for the next visit (as if anyone would come back after such an ordeal) or a free meal (really ?)
Usually couples have only one wedding night! They usually have the best time of their life as they celebrate their love for each other!
I wonder how it is since that has been reaped away from me by the most useless bunch of incompetent staff in a hotel that is supposed to be upmarket... or so I thought!
To add few little things, not having carpet everywhere in corridors is a bit of an additional bummer if your room(s) like ours where. High heels might be gorgeous to look out but horrendous to listen to in the middle of the night... (plus the loud guests, due to the lack of sound proofing around the doors). Did I mention the yellowish smelly water from the tap?
To balance things right, since then I exchanged few emails with the front office manager who offered us a free of charge stay in a different Edwardian Radisson in London.
It's not the best, but at least we can try to put things right and erase that horrible night from our memories... This is because of this man that I didn't put the service rating to the minimum even though I feel like I should...
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
29 April 2012
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Thank you very much for taking the time to write a detailed review.
I was so sorry to read your comments and would like to take this opportunity of offering you my personal apologies for the inconvenience and frustrations you have experienced.
I am aware that you are in conversation with my colleague and you find his resolution satisfactory and acceptable. I will certainly be following up your feedback with the departments concerned in order to avoid any reoccurrences of the situations you have explained in your review.
If you do decide to return, which I do very much hope, please contact myself so that I can personally oversee your reservation and perhaps have the opportunity of meeting with you.
Guest Relations Manager.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC