Poor soundproofing and disappointing customer service
Unfortunately, this was one of the worst nights’ sleep I have ever had in a hotel.
I arrived at around 6.30pm and the lady on reception was lovely and extremely helpful. I have stayed here before in one of the courtyard rooms and had a very positive experience, but on this occasion the hotel was full and I was allocated Room 31 in the main hotel.
The room itself was fine, although the hotel generally feels in need of some investment. The carpets need refreshing and the communal areas felt tired, grubby and overdue for repainting.
The biggest problem, however, was the lack of soundproofing.
At around 1am I was woken by a group of guests shouting and talking in the corridor outside my room. One of them initially mistook my room for hers. Eventually they moved upstairs, but unfortunately that didn’t solve the problem.
The sound insulation between the rooms was so poor that I could clearly hear conversations and everything happening in the bathroom and bedroom above me. It kept me awake for well over an hour in the middle of the night and made for a very uncomfortable experience.
For a hotel stay, being able to get a decent night’s sleep is surely one of the most basic expectations. The level of soundproofing made this feel much closer to a two-star experience.
On checkout, nobody asked how my stay had been or offered to help with my bags.
What has made the experience even more disappointing is that the hotel subsequently contacted me asking for feedback. I took the time to explain my experience in detail, including the issues above, but received no response or acknowledgement whatsoever.
It is particularly disappointing to actively ask a guest for feedback and then seemingly ignore it when the feedback is negative.
Having previously enjoyed staying here, I was very disappointed by both the stay itself and the way my feedback was subsequently handled.