A second visit, not as good
Posted Nov 29, 2016
We used this hotel last year and were impressed with the room we had with one of the most comfortable beds we'd experienced in many a year. The hotel itself we felt was a little tired and needed a refresh but overall acceptable.
Our latest visit did little to dispel this view. The corridors are still tired with old liquid stains notable on the carpets.
The first shock was the check in. We arrived late (as planned with a fully pre-paid room) but rather than someone to check us in, the person we spoke to just directed us to a computer screen to 'DIY'. Whilst this was easy to deal with, I was immediately disappointed with the lack of service from we had previously experienced.
This time we were allocated a different room style; maybe due to our booking route. The bed was not as welcoming from what we'd experienced before or expected. It was clean and competent but didn't give the extra buzz we'd anticipated from our previous experience.
The breakfast was as before, full English and nice but the queue for the toast machine was excruciating. People waiting 10 minutes; and then when you got to it, it took 4 passes to properly toast a piece of bread. I gave up finally! I really think a top class hotel can afford a decent toaster!
Checkout was quick as you just put your card in a box, very impersonal again. Another obvious cost cutting exercise which reduces headcount but reduces the service to customers and is noticed!
This is not what I expect from a premium hotel.