6/10 Okay
Gillian
14 Aug 2025
Liked: Cleanliness, property conditions & facilities, room comfort
Lovely hotel but problem with booking
This is a lovely hotel and the rooms are gorgeous. However, we had booked an accessible suite and checked that this would be available by telephone, a good time in advance. When we arrived, we were informed that, although this was flagged up on the system, that it should not be reallocated, Central reservations allocated the room to someone else. The duty manager was very apologetic and we had a look at the suite we had been allocated instead, which was wonderful, but it had a shower over a bath, which was impossible for me to use. We were then allocated a superior room which was also lovely but the shower had a very high step and no grab handle, so I couldn't use this one either. By this time a new duty manager had come on duty and he and my husband checked the available rooms and eventually found a suitable room, which was lovely, but a superior room rather than a suite. The duty manager was very apologetic about
our accommodation problems and gave us a credit to use in the hotel. We decided to use this for a meal, so we ordered it at 7.15pm and by 8.30 it had not arrived so my husband checked on it and the order had been put on a different table number. They had to redo the meal so it was nearly 9.00 before we ate. The food was fine but we hadn't wanted to wait that long to eat. When we checked out the duty manager was very understanding when we explained what had happened, and made a further adjustment to the bill. A satisfactory outcome, means we may stay again.
Gillian
Stayed 1 night in Aug 2025