We had booked 2 rooms (1 and 2 nights) as we were dropping our daughter off for summer school on day 2. We arrived at 1:45 on day 1 and we asked if 1 room could be available earlier to deposit our luggage there before our guided Oxford tour started in town at 3pm. At 2:45 none of the 2 rooms was free, and we had to leave our luggage incl laptops etc at the locker room with no label for our names on it which left us unsure. About 5 people at the front desk but none showed a bit of an effort to help getting at least 1 room available 15 mins before actual check-in time. Apparently the front desk couldn't reach housekeeping. On day 2 we had to move rooms because apparently we parents had been in the larger double room which was booked for 1 night, again no effort on the front desk side to help us stay in the larger room (we weren't even asked if we would pay more). Departure day, apparently again we hadn't booked breakfast included for the 2nd night and had to pay in addition. Overall, the hotel location, rooms & restaurant is really worth it, however our impression was there was too much staff at the front desk, no visible efforts - for example they could have reminded us at check-in that our booking was at it was (larger room for 1 night, breakfast not included on day 2) which we hadn't really realised when booking weeks in advance. All these examples left us quite unhappy with the front desk staff.
翻譯