2/10 Poor
15 Sept 2023
Terrible experience on arrival!
We booked a Superior Room courtyard view but on arrival we were put into a street view room which was too noisy. We asked to be put into the room type we had booked. This was done and we left our bags in the room while we went out for meal. When we came back we were informed by reception that our bags had been removed because they thought we had left things in the first (street-view) room - we hadn't. So apparently they had given our room away to another customer and physically removed our bags. In our view it is very bad practice and very unprofessional to physically remove our bags from the room we had been allocated and give the room away to another customer. Eventually we were given another room (third time lucky!) which matched what we had originally booked but the whole experience left us feeling angry, frustrated and somewhat violated. The whole issue needs looking into by the hotel management and hopefully we will receive compensation. Essentially our holiday was ruined by the hotel and by BA who lost our suitcases!! On the positive side the hotel is in a great location and rooms / facilities generally good. Staff generally pleasant / helpful but our experience on our first evening indicates some issues around professionalism, customer service, and organisation.
Martin
Martin, 4-night trip
Verified Hotels.com guest review