Check-in was slow despite the fact that there were no other customers in the reception area. We were then assigned to a room, only to find that it was occupied, with clothes all over the bed and open suitcases.
Thankfully, there was nobody in the room! Returned to reception for another long wait and we were assigned another room (that was excellent) and given a voucher for complimentary cocktails at The Observatory Bar - cocktails that we were then asked to pay for on two different occasions (one at the bar, one at check-out)!
Following our stay, we then found out that a bottle of bubbly that had been purchased for us by a family member (a surprise) had been sent to the original room… but never moved to the new one, so we were not aware of it until disappointed family member was told the tale! Whoever was in the original room didn’t report the bubbly to reception, or they did and reception didn’t action it. Who knows.
Now, the cost of said bubbly was refunded following a call and the Front of House manager also offered to assist with any future bookings in order to offer “the best deals” and this was appreciated… but for a hotel with such a reputation, these cluster of mistakes should not have happened in the first place, especially the debacle with the room. Very, very grateful that there were no guests in that room when we walked in and that we could beat a hasty repeat leaving them unaware of the brief disturbance!