Upon arrival we were told we couldn’t check in early as our room wasn’t ready, which is fine. We understand rooms may still be being cleaned. When we checked in just after 3 we entered our room which smelt very strongly of smoke, the floor hadn’t been hoovered, there were items from the guests before that we found in the room. 3 items under the bed including a diary/address book with personal information in, in the wardrobe space behind the spare pillows we found an empty cigarette packet (in a non smoking room), a notebook was left on top of the wardrobe space. The bathroom has soap in the bath, the shower curtain was mouldy and there was empty sanitary packet on the floor behind the bathroom door. It was clear to see that the room hadn’t been cleaned at all other than having new bedding put on the bed. There was also sugar granules on the desk and couple of dark hairs. We spoke to the receptionist on duty, Emma. She was lovely, she came to view the room and take photos of the items left behind. She took us to another room which again hadn’t been hoovered. Another 4 rooms and we finally found a room that was clean and actually ready for guests. All in all 6 rooms were tried but not cleaned properly, one room had coffee stains all over the desk, another had previous guests items in the rooms. I’m not normally a picky guest, but this was ridiculous. Emma dealt with our complaint very professionally and calmly. Thank you Emma for helping to make our stay more comfortable and finding us a room suitable to stay in. Having previously worked in a chain hotel, I know the standards that rooms should be for arriving guests and these rooms do not meet these standards. It is clear to see that the housekeeping team are either expected to do way too much for their shift or that they just aren’t doing their job properly. Also from my personal experience in the hotel industry the AM shift staff should be room checking before house keepers finish in order to ensure that all rooms are to standard this is clearly not being done. Really do feel Head Office needs to pay a visit to this hotel and raise the standards a little, yes it’s a budget hotel but still there should be some standards here. Will not be staying here again.
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