Awful experience.
Location
Cons We paid €451 for one night and the service was unacceptable. We arrived at 9:45am with my elderly mother, who has significant mobility and medical needs, and my seven-year-old daughter. We understood early check-in was not guaranteed. The issue was that we were told we were a “priority”, I was asked to confirm my phone number so we could be contacted, and we then waited over five hours in reception without any update. My mother became so unwell and exhausted that she had to lie down on the reception sofa. At around 3pm, I approached reception myself and was casually told the room was ready. The room phone did not work. The kettle was faulty. My mother needed an extension lead to use her CPAP machine, waited around an hour, and was ultimately told to “go out and buy one”. She had to sleep without her CPAP. Management was emailed while we were still in the hotel and did not meaningfully engage. After checkout, my mother asked for water and was refused. She was given ice instead and had to let it melt. Management eventually replied nine days later and even cited the fact that staff had kept my seven-year-old daughter’s forgotten pillow from a previous stay as evidence of helpful service. Keeping a child’s forgotten pillow is basic hospitality, not an exceptional act of service. Excellent location, but the treatment of my mother, the reception service and the subsequent management response were extremely poor. At €451 for one night, this fell far below any reasonable expectation.