I've don't know if there's been a change of management, but my experience of this hotel is nowhere near as positive as the other reviews. We booked three rooms through lastminute, two of which were supposed to be doubles with en-suite. I rang the hotel to check that this was ok and they confirmed. When we arrived we had three rooms all with shared facilities and twin rather than double. The manager was polite (just), but insistent that no mistake had been made, even though he had lost his booking sheet. His only suggestion was that he'd try and help find another hotel as they were fully booked (it was during the festival and so there was no way any other hotels would be available). No offer of refunds were made. I know hotels are expensive during the festival, but over £100 a night was really expensive. I'm in the process of making a complaint through lastminute as we paid through them.
The website said it's been 'recently refurbished' - no it hasn't and certainly needs a make-over. Some of the TVs in the room didn't even work in colour, had no remote, were impossibly high on the walls and couldn't be seen from the beds.Otherwise, the rooms were clean and well-serviced. Breakfast was OK but nothing special. We didn't eat there in the evenings. The location's fine, though it's a good 20 minute walk into the centre, but good bus services. Being able to park for free is a plus.
All in all, not good service and over-priced.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
17 September 2010
The management are happy to respond to this review. We have already written to Last Minute.com who had a complaint from this reviewer. At the time of their booking we informed last minute.com that we only had 3 rooms left, with shared facilities. Last minute.com then phoned the client to inform them of this and did they want to cancel. This was on the 10th.of May, over 3 months before their arrival. At that point they informed last minute.com that they would confirm the reservation. Last minute.com sent a fax to the hotel informing us of the booking. This fax was also sent to the client. On arrival they were asked to check their confirmation sheet, we have a copy, it clearly showed the room type and price for same. The reviewer is correct to say "Check your booking very carefully". They are also correct in saying that the manager was polite, the whole team in the hotel are polite, and professional in dealing with all customer issues, sometimes in the face of extreme provocation. The manager did offer to find them alternative accommodation, but they turned this down. We have already responded to their "complaint" to Last minute .com who have verified our facts and dates to be correct. Both ourselves and the "booking agent" are happy that this booking was made correctly and in the proper manner. We have no doubt, that in this instance, there is no case for a "refund". We thank the reviewer for their positive comments. If we feel we have any other issues to take into account on their review, we will certainly act on them.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC