Natalie Peter-Weekes
Google
My husband and I stayed at this hotel in September 2024 and raised a complaint about our poor experience caused by their failure to regulate their car park and aweful wifi signal. Our complaint raised in september, which to this date (8 months later), has still not been acknowledged or responded to by the directors of this business, despite chasing on various occasions. The Manager Harry provided a response to our complaint which failed to appreciate the inconvenience caused to us and offered no part refund or offer of good will for the stress their poor management caused. This hotel does not take the experience of customers seriously and has an atrocious record of dealing with complaints. I would not recommend this place and if I could give a 0 star, I would.
On the day we were due to check-out they had poor regulation of customer parking, they had an unstaffed reception which delayed our onwards travel, resulting in me being late for a work commitment. Yet, my wife was waiting at least 10 mins at reception to check-out of the room which contributed to making her late for her work commitment at 11:00am. We were informed there was only one receptionist who would be with us to allow us to check-out soon, yet still waited at least 10-minutes to check-out which is completely unacceptable. This delay adversely impacted our plans for the day, in particular, it made us late for work meeting at 11 which made her look very unprofessional and caused her stress;
We then were delayed by the hotel for a further 15 minutes to depart after we had checked out from the customer car parking area because the hotel staff allowed a BT contractor to park in front of parking spaces and the accessway leading to the customer parking area, which meant that no guests could leave as the road was blocked. The hotel also allowed a customer to park on the access in front of the BT contractor who we had to wait for before we could leave. We were told by a hotel staff that the hotel was aware that the customer was parked here because they were having breakfast with the hotel! This is extremely poor as the hotel was clearly aware that the BT contractor was at their hotel to fix the Wi-fi and were aware that the guests who had blocked the car park for a considerable amount of time were having breakfast, therefore the hotel staff failed to ask these people (or insist) that these persons move their vehicles immediately to a suitable car park (or overflow) to clear the access for other guests. This 15-minute delay made us late for a work appointment for 11am and caused her considerable distress. Parking in the access was not permitted as there is no parking spaces outlined and this would obviously block the access, causing inconvenience to hotel guests who had parked legitimately. We also consider this was a health and safety risk to us by being blocked in should a fire have occurred.
Wi-Fi signal was extremely poor and couldn't connect - we tried to connect to the free Wi-fi during our stay for a business call on MS Teams, but the signal was so poor my wife had to apologise to those present and re-arrange.
A hotel with a proposed 4* star standard sould not have such issues with this. Also, we were extremely disappointed that the Wi-Fi issues were not communicated to guests before or during their stay. Only at the point of check-out when my wife mentioned this to reception, the receptionist explained that the hotel were in the process of switching Wi-Fi and had issues with it so this is why the BT contractor was there.
Do not stay here as they simply care about profit over customer service and experience.
