On the 28th March 2023 we booked a 5-night stay. We booked a Queen Deluxe Suite for our family. We paid special attention to the amenities that came with this suite and was particularly impressed with the fact that the room came with a balcony, a tub in the bathroom and a fully fitted kitchenette. It was also advertised as being sound proof. We were given a room that was street level so there was no balcony just a small dank and dark outside space. The room had virtually no natural light so we always had to have the lights turned on. The room did not have a bath tub - just a wet room with a shower. The room was not soundproofed at all. As we were on the ground floor, we heard everyone leaving and entering the hotel, going up and down in the lift, as well as having conversations in the corridor and foyer at all times of the day and night. There was music playing constantly in the foyer which we had to ask to be turned off every evening in order for my son to be able to sleep. We could hear the noise of the traffic throughout the night. There was no safety deposit - so we had to carry our valuables with us all the time. The utensils, crockery, and cutlery provided in the kitchenette were appalling. The plates were mismatched, the knives and forks were sparse. There were no cooking/oven trays - plus no basic everyday kitchenware. It was abysmal. There was no dining table as advertised just a desk with one chair. Our son had to eat at the desk, and we had to eat on our laps. The following day, we reported our concerns to the front desk and were told that another room would be available the next day. We were told to pack our belongings and asked to wait for 3hrs. The room that we were offered was not a Queen Deluxe Studio but as we later discovered, a Standard Studio. It was much smaller, had a smaller sofa bed which would not have been appropriate for our teenage son. It was also in a state of disrepair - exposed wires and scuffed walls. We had no choice but to refuse the sub-standard room so then had to spend time again unpacking. When we were leaving, we expressed how disappointed we were with our stay and pointed out all of the above to the front desk. We also made it clear that we felt that no solutions had been offered to try and resolve our concerns. The reaction of the member of staff was 'lukewarm' disinterest. We wrote a very detailed email to the company describing our experience and they point blank refused to engage with us. We were very, very disappointed in the accommodation and the attitude of the staff and owner – we’re not sure if this is because they have an issue with either our gender or race. WE STRONGLY ENCOURAGE YOU NOT TO BOOK A STAY AT THIS HOTEL.
