This was our first, but definitely the last, time to stay there. This was our first trip from Hong Kong to U.K. after the pandemic lockdowns. Most of the hotel amenities are very old and worn out, such as the rusted and wobbly table on the balcony. Room door keys would be malfunctioning on an almost daily basis. We deliberately put the key cards separately in our coat pockets to avoid proximity to our phones or wallets/credit cards, yet every evening when we reached our rooms, neither card was functioning.
When we checked in on Aug 25th for 9 nights, a receptionist gave us a code for the door lock to enter the gym/swimming pool. No one mentioned that we would need a new code at the end of the month. My husband suffers from a bad knee, such that even normal walking is really painful. Thus, we chose this hotel for its swimming facility for exercise. Our not being able to access the pool because of the key code change was frustrating and caused by our not being provided with very basic information on check-in.
Unlike most hotels that we use, there is neither a mini fridge nor a safe in the room. We requested a bucket of ice but the bartender told us there was no bucket available and that we needed to go to the bar to pick up the ice, which was placed into two drinking glasses: a poor substitute for a fridge.
The most unacceptable issue was that, on the last evening at 9:40pm, we requested the receptionist to help us arrange a taxi to pick us up from the hotel entrance at 11:00 A.M. the following morning as we needed to catch our train at 11:55. At 10.50 A.M. on the departure morning, bearing in mind the record of unreliable service during our stay, I decided to double-check the taxi booking with the receptionist, who then informed us that they hadn’t made the booking we’d requested because the taxi companies’ lines were all busy. I immediately asked them to contact the taxi companies again and, 20 mins later, the receptionist called our room to report that all 3 companies they regularly contacted were all fully booked and could not provide a taxi at 11:00
At that point I was completely upset as we had our train booked and must leave on schedule. I urged the receptionist to continue trying to contact other local taxi companies and, although eventually a taxi was booked to pick us up at 11:00, this unnecessary hassle and stress were caused by the negligence of members of the hotel staff.
We paid £130 per night for a period of 9 nights and believe that we were entitled to expect a far better accommodation experience than described above. Neither my husband nor I would recommend this hotel to any potential guest.
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