Receptionist and check out experience...

Liked: On arrival the staff were lovely and our room was perfect. Location is excellent and our stay up to the point of check out was great.
Disliked: I ordered breakfast (room service) and asked for it to be delivered at 10am. On the room service menu it provides a breakfast menu for £30 or individual items. I ordered from the breakfast menu for £30. On checkout my invoice showed ‘Room service night food’ £57.80 - which I questioned as the breakfast was delivered at the latest time of 10am (not during the night) - the receptionist couldn’t explain the charge/ became quite rude and defensive - said that he would get someone to contact me as he couldn’t issue a refund. After 2 days, nobody had contacted me so I emailed the office. I’ve also asked for a refund of the discretionary service charge as we tipped throughout our stay and this issue/ unpleasant check out experience is not the standard we would expect. What makes it worse is it’s not a lot of money but the the customer service from check out has been extremely poor. The invoice charges need to be clear, correct and staff trained to be more pleasant when guests question a charge - even the receptionist admitted it was confusing. 4 weeks later I’m still waiting for my refund and having to chase for a response as nobody is responding to my emails - a real shame!

Exceptional

Very good

Exceptional

Top level stay for a...

Liked: Staff, camera, bar, posizione
Disliked: prezzo un po caro,

Exceptional

Liked: Fantastic hotel with really welcoming staff! The doorman, Daniel, took great care of us!

Exceptional

Superb

Very good