Sarah
Google
Unfortunately, we had a very negative and frankly unsafe experience at Adelphi.
We arrived at 1.30pm to find the front desk staff member on their phone and were told to return at 2.00pm for check-in. I understand check-in times are firm, but this felt like a missed opportunity for basic hospitality.
At 2.00pm, we returned and attempted to check in, only to be told we could not be assisted because the staff member had another guest’s booking on his screen. During this time, several other guests who had also arrived early returned, collected their bags from storage, and were checked in ahead of us. We continued waiting while other guests were processed.
We were finally assisted and checked in at 3.00pm, an hour after the stated check-in time.
We were told we had been upgraded because the hotel had “run out of rooms”.
The staff member then had to contact housekeeping to confirm whether the new room was available and clean. After a further five-minute wait, this was confirmed.
Unfortunately, the issues did not end there. The next morning, while I was showering and my partner was still in bed, a man entered our room unannounced carrying a ladder to fix the air conditioning. Yes - the aircon was also broken.
Around 15 minutes later, a housekeeping staff member also entered the room without warning.
It was clear our room had not been marked as “occupied” in the hotel’s system, or had been closed for maintenance and then reassigned to us as an “upgrade”. For any guest, let alone two women, this was completely unacceptable and raises real safety concerns.
We had not planned to complain, as we have both worked in the service industry and understand that mistakes happen. However, given the nature of this incident, we raised it with the staff member at checkout.
The response we received, a blank stare and a “sorry about that”, made it feel as though we were complaining about the weather rather than raising a serious safety concern.
As another reviewer has already noted, Fawlty Towers is an apt description. We will not be returning.