Would have given it an 'average' rating if it had been a 3 star, but expected much better from a 5 star hotel. Check in process slow - then taken to a room, but not taken in! The following day we were assured the room had not been occupied, it just hadn't been cleaned! After an age - we were upgraded to one of the rooms which together form the presidential suite. The view was fantastic and having a balcony was a bonus (to make up for the fact we couldn't have a smoking room as booked - and confirmed by e-mail !). In fact the location of the hotel was great. It was just a shame that nothing else matched up - except the concierge who was on duty when we arrived and again when we left. The location and the view from the 6th floor are responsible for the overall rating being 'poor' rather than 'terrible'. The upgrade was all very well, but the carpet was stained and the room had not been properly dusted - and still wasn't when we left after 4 nights! The door didn't lock, so we had to rely on the safety chain for security at night - to ensure no-one else tried to check in to our room. No tea or coffee making facilities in the room. They did bring complimentary coffee (not the best) on calling reception, but it meant you had to be dressed to open the door - not what you want when you have just woken up. Breakfast was terrible - you were 'lucky' if there was any food, but when there was the quality was poor. The poor service/attitude didn't help. The bar is a waste of space as it is seriously underused - couldn't say whether that is because of the service, the cost, or both. After waiting several minutes we asked at reception if the bar was 'self service'. Then when a barman arrived, ordered a bottle of wine intending to eat in (didn't want to walk any further after a day sightseeing) - only to be told there was no chef. They must have already known this some mornings as the tables were being reset for the following morning breakfast sitting. Never saw anyone in the 'restaurant'. If breakfast and overall service was anything to go by, we were saved from ourselves by the lack of a chef - there are too many other eating and drinking places close by to choose from to put up with this. For several days the 'floral display' in reception amounted to 5 or 6 pieces of greenery - flowers arrived on Friday morning. Even though hung up, the towels were changed daily, as was the quilt cover and pillow cases - but would have preferred for the room to be dusted and hoovered occassionally and for the soap dish to be cleaned once in a while. As an english size 12/14, I managed to get the towel around me, but there are a lot who wouldn't! The towels were cheap quality, not as white as the could have been and some were very frayed at the edges. Would have been very upset if we had paid 'rack rate'. It was only the view and balcony of the upgrade room that saved this from being rated 'terrible' and a complaint. I have had better service/attitude and cleaner rooms from a Premier Inn at £29 per night. If you get a very good price, think of it as 3 star (rather than 5) and don't want breakfast you should be ok.
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