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In the past we have enjoyed many stays at Hotel Noir but have to say that this time it did not reach previous standards. Our room was extremely cold when we arrived and on mentioning this at Reception we were told they would get maintenance to look at our heating the following morning, we were however given a fan heater which did help. The Receptionist did offer us another room but we had already unpacked and it was a little late in the evening to move. The cleanliness of our room was not up to usual standard, stains on the carpet and marks down bathroom tiles underneath shower gel dispenser, tassimo machine and pods not clean, bits of tobacco in dressing table drawer. Kettle put away in wardrobe full of water. Evening meal was a joke, they seemed to have run out of almost everything on the menu and to top it all my pudding was cold and I had to send it back. I felt quite sorry for the waitress who had to keep apologising. On a plus note our bed was extremely comfortable and our full English breakfast was really good, staff were friendly, helpful and polite. It is quite sad to see that Hotel Noir’s standards seem to have slipped and don’t think that we will return.
We've visited the Hotel Noir before as we appreciate the location of the hotel and the fact that it's a lot cosier than the typical chain hotels in the city centre. This time we booked a compact double room for one evening as we were attending an event in the city. Upon arrival, we were able to park in the hotel car park which is located right next to the back door for the reception. The room was small but we knew that upon booking the compact option! The mini bar has fresh milk and mineral water and there are nice toiletries in the bathroom. Our only issue with the room was that it was very loud. A family with young children were in the room above us and we could hear every shout and bang as we were getting ready to go for dinner. This had completely stopped when we came back so not a problem :)
We were disappointed that the restaurant wasn't open during our stay, we had previously eaten there and the food was lovely. Instead, we had a bottle of wine in the bar area, the male receptionist was able to serve us even though they were obviously having issues with the till system and he made us feel very welcome.
Breakfast was lovely and the food definitely worth the wait, great local produce. We were a bit let down by the long wait to be served but understandable as the staff do multiple jobs in the hotel.
Arrived there on the 26th October for a night. When I asked the female receptionist where we are meant to park she told me to park on a side road when on our reservation it clearly said free private parking available. We ended up parking on the main road.
She then proceeded to explain where our room will be (305), 3rd door and no lift. She also told us there was no Wifi working that day. At 7am we woke up with the noise of a generator or some sort of pump coming from the bathroom and the roof probably. This didn’t stop till around 9:30 am. Apart from that, at 10am the water wasn’t hot/warm when we had a shower.
Upon departure we checked out with a gentleman at the reception who asked us how our stay was. We began to explain the issues we had and was very very unprofessional. He started off by saying they will insert microphones in the room to check the sound. We then told him regarding the parking and he sarcastically told us he will drop down the wall instead of apologizing. He also told us that the water was not warm because everyone showered at the same time, I would love to know how he is aware of when everyone is showering.
I do not recommend anyone coming to your hotel unless you expect a disturbed sleep, cold shower and rude checkouts.
Dear Hannah, Many thanks for your feedback and I am sorry you did not enjoy your stay. I would like to take this opportunity to address your points. 1. Parking – All booking information states free limited parking available. Occasionally 3rd party websites will misrepresent this on their sites, which we do not control, so if you can let me know where you read this, I will speak with the company responsible. Where you booked on booking.com, it states “has a small, free car park which is allocated on a first come first served basis”. We are extremely fortunate to have free parking available near the Hotel and I am glad you were able to park, albeit not in your desired location. 2. We do not mention lifts on any information – our building will not accept one. Again, if you have read differently anywhere do let me know. 3. Wi-Fi – our provision has been interrupted by our provider Virgin Media due to a technical difficulty at their end. Whilst I realise this is not ideal, as you will understand, it is completely out of our hands. 4. Pump noise – I am not 100% sure what this was, I would imagine it was a bathroom extractor fan which another guest may have left on. We have been up and cannot identify the noise – I can only apologise if this disrupted you. 5. Hot water – we had no complaints from any rooms about hot water and have checked the 305 shower and sink – all appear to be working fine. We have a bespoke system for the hotel which delivers hot water consistently throughout the hotel so if that were to fail (which has never happened) every room would have the same issue. Can I ask whether the hot water was just an issue in the shower, so I can investigate this further? 6. Receptionist – the gentleman who checked you out is no longer in my employment. The way he spoke to you was completely unacceptable, contained untruths and was not our normal standard of service. I am sorry you did not enjoy your stay and have refunded your card £30 as a gesture of goodwill for the way in which you were spoken to on check out. I hope my explanations will go some way to alleviating your concerns and would be very happy to follow up any of the points above if you have any information which can help me to improve our hotel. Yours sincerely
Unfortunately I would never stay here again our room was tiny no dressing table a kettle on top of a fridge which could splash into the electrics I have had a knee operation the handrail was chrome and polished offered no support at all the hotel offers free Wi-Fi which wasn't available our shower was cold the staff were fantastic I dialled 0 and no one answered you had to call before 7 to book a meal unfortunately the receptionist was also a waitress and bar staff and couldn't do everything breakfast on the morning nothing was labelled orange juice was empty coffee was empty and bread was empty
Two (2) double budget rooms were booked. No lift available, steep narrow stairs had to be negotiated with heavy cases. One (1) room was acceptable size the other was a single with double bed squeezed in. No room for luggage rack or ironing board to be used. Only one (1) electric power point - hidden behind furniture. Shower was in bath, needed a good clean. After long journey we only wanted a bowl of chips & salad, no room service. Dining staff not happy we did not eat in dining room, was charged 15% extra. When booking out both rooms were charged the same rate, when staff were asked why they became very abrupt verging on being rude. This was a bad experience in what is a beautiful city.
Response from reception H | Property representative |
You can check in from 2pm, check out is 11am. You are welcome to park your car on our car park if there is a space available, if you are unable to find parking then you are more than welcome to park on the... More
You can check in from 2pm, check out is 11am. You are welcome to park your car on our car park if there is a space available, if you are unable to find parking then you are more than welcome to park on the residential street at the side of the hotel.