We arrived at midnight after a long journey and waited over an hour in the lobby to check in. Throughout our stay, the staff, including the front office manager, demonstrated a lack of professionalism and competence. The few exceptions were Nicky, the Guest Relations Manager, who seemed to have limited influence, the bar manager at Geoffrey’s, and one bar staff member.
Celebrating my wife’s 50th birthday with friends was particularly disappointing. The food was poor, overpriced, and took an unreasonable amount of time to arrive, despite the hotel and restaurants being practically empty.
Although the rooms were spacious, they were poorly maintained, with damaged furniture and deteriorating walls. Housekeeping was unacceptable; we repeatedly had to request cleaning and even necessities such as toilet paper.
Most concerningly, the toilet door malfunctioned, trapping my son inside for over 30 minutes. The response from reception was slow and inadequate, and we eventually had to resolve the situation ourselves.
One night staff member, Diane, was terrible and rude on the phone a few times when asked for support, chased a 2 times to get.
Overall, the service, maintenance, cleanliness, food, and management fell far below acceptable standards. For what we paid, this was an extremely disappointing stay and a special family occasion spoiled. I sincerely hope management takes these issues seriously and makes meaningful improvements so other guests do not experience the same problems.