Ratings based on 418 Verified Reviews
4.7 Room cleanliness
4.7 Service & staff
4.6 Room comfort
4.6 Hotel condition
Expedia Verified Reviews
by A verified traveler
Posted 1 Nov 2024
We got off to a rocky start and finish here. The reception is at a massive table that is really not conducive to dealing with the paperwork for check in. The check in process also seems unnecessarily long and complicated. Our room was quite small, but very nice and the bottle of fizz and chocolates was a nice touch. We had breakfast included with the room, which we had both mornings - the presentation of the little pastries is very beautiful… all seemed well until checkout. Honestly, the staff must already know they’re going to be in an argument, because they are defensive from the outset. We had ZERO incidentals, but I was presented with an £80 settlement figure to pay. When I asked for the details, they were strangely unable to print the bill AND refused to let me see their screen. I demanded a breakdown and they gave me explanations such as ‘room cleaning’ (which was never mentioned at any point) and £2 extra for ordering WATER at breakfast, because evidently water isn’t included (although also never mentioned). It was absolutely the most annoying, frustrating, deliberately misleading experience I have had at a hotel in a very long time. In the end, the woman at reception basically said - we have your card details, so we are charging you and we’ll email you the receipt… WHICH THEY STILL HAVE NOT DONE… from my September stay. It really left a bad taste and `I would absolutely not stay here again.
Comment from Hotel Management
2 Nov 2024 by Veruska Cimino - Front of House Manager, Hotel Management
Dear Ms Cathy,We are sorry to read that your Check Out Experience was not up to your expectation, and we appreciated the feedback provided.Our welcome reception area is usually very much appreciated by our guests, because they can sit and relax while doing the check in procedures instead of standing at the desk like in other hotels. However, we understand that not everyone might like this different approach.Regarding your bill, we always print the detailed invoice and present it to our guests before finalizing the payment, as per our normal Standard of Operation.We apologise if on this occasion the person who took care of your check out was not clear with the explanation of the items.Please be aware that nothing out of the ordinary was charged on your bill, and that the discretional Service Charge for the service provided by the team from different departments, is a common practice in every hotel and restaurant in UK.We apologise again for the inconvenience, and we hope to have you again as guest in our hotel, wish you give another chance, in the near future.Regards
by A verified traveler
Posted 15 Oct 2024
Comment from Hotel Management
20 Oct 2024 by Rdunlop, Hotel Management
Dear Brian,We truly appreciate your wonderful review! It’s fantastic to know our amenities and service met your expectations. Your satisfaction is our priority, and we can’t wait to host you again for another memorable experience.Warm regards,Ryan Dunlop - Hotel Manager
by A verified traveler
Posted 28 Sep 2024
Comment from Hotel Management
20 Oct 2024 by Rdunlop, Hotel Management
We’re grateful for your kind review! It’s wonderful to hear that our team made your visit special. Your support encourages us to keep providing top-notch service. We can't wait to have you back with us soon!Warm regards,Ryan Dunlop - Hotel Manager
by A verified traveler
Posted 26 Sep 2024
Comment from Hotel Management
20 Oct 2024 by Rdunlop, Hotel Management
Thank you for sharing your experience! We’re delighted that you enjoyed your stay and found our hotel comfortable and welcoming. Your feedback means a lot to us. We hope to welcome you back for another great stay!Warm regards,Ryan Dunlop - Hotel Manager
by A verified traveler
Posted 25 Sep 2024
Amazing service and furnishings. Top notch stay.
Comment from Hotel Management
20 Oct 2024 by Rdunlop, Hotel Management
Dear Kelly,We’re so pleased to hear about your great experience! Thank you for highlighting our service and amenities. Your feedback helps us to continue improving. We look forward to seeing you again soon for another fantastic stay!Warm regards,Ryan Dunlop - Hotel Manager
by A verified traveler
Posted 16 Sep 2024
Comment from Hotel Management
21 Sep 2024 by Rdunlop, Hotel Management
Thank you so much for your rating! I’m thrilled to hear that our team made your stay memorable. We always strive to provide the best service possible, and it’s wonderful to know that our efforts contributed to your positive experience. Your recognition means a lot to us, and I will be sure to share your comments with the team, as it will certainly motivate them to keep up the good work. We look forward to welcoming you back on your next visit and hope to make your stay just as enjoyable.Warm regards,Ryan Dunlop – Hotel Manager
by A verified traveler
Posted 9 Sep 2024
Comment from Hotel Management
21 Sep 2024 by Rdunlop, Hotel Management
Thank you so much for your glowing review! We are thrilled that our prime location contributed to your great experience. Whether for leisure or business, we aim to offer the perfect setting for our guests to explore the area. It’s wonderful to know that you found it convenient, and we’re glad that you enjoyed your time with us. We look forward to having the pleasure of welcoming you back in the near future!Warm regards,Ryan Dunlop – Hotel Manager
by A verified traveler
Posted 3 Sep 2024
Comment from Hotel Management
21 Sep 2024 by Rdunlop, Hotel Management
Thank you for your kind review! Friendliness is one of our top priorities, and we’re thrilled to hear that you found our services to your liking. Our housekeeping team works hard to ensure that every guest has a comfortable stay, and I will be sure to pass on your compliments to them. We look forward to welcoming you back for another pleasant visit!Warm regards,Ryan Dunlop – Hotel Manager
by A verified traveler
Posted 27 Aug 2024
Really professional & friendly staff. Wonderful bedroom. Fantastic location!
Comment from Hotel Management
31 Aug 2024 by Rdunlop, Hotel Management
Thank you for your kind review! We’re happy you had a pleasant stay and hope to welcome you back to our hotel soon.Ryan Dunlop - Hotel Manager
by A verified traveler
Posted 21 Aug 2024
Comment from Hotel Management
31 Aug 2024 by Rdunlop, Hotel Management
Dear Lee,We’re delighted to hear you enjoyed your stay. Thank you for your feedback, and we look forward to your next visit.Ryan Dunlop - Hotel Manager
