The location of this hotel is excellent, with plenty of shops and restaurants nearby, and most of the staff were friendly and helpful. Unfortunately, our experience with the Chief of Reception left such a negative impression that I would encourage others to consider nearby alternatives.
In early March, about a month before our original stay, new UK passport requirements forced our family to change travel plans for a trip with our 90-year-old father. When adjusting our reservations, I discovered that one of the two bookings had accidentally been made non-refundable. I contacted the hotel directly and was told to work through Expedia. Expedia’s staff were consistently helpful and attempted several times to assist, but every request was denied by the hotel’s Chief of Reception.
Although we had already moved our second reservation to May and were still staying at the same hotel, we were forced to make an entirely new booking for my father. There was no willingness to compromise, transfer dates, or offer any partial refund despite the circumstances.
What made this especially disappointing was the lack of compassion and customer service shown throughout the process. I understand policies exist, but the interaction felt unnecessarily cold and dismissive.
It is unfortunate because the hotel itself is in a fantastic area and the rest of the staff were lovely. However, one individual’s attitude significantly affected what should have been a memorable family trip.
