Where to start?? I received an invitation from the hotel to let them know of any experiences, good or bad, at their hotel. This is what I sent them, lightly editied so that it suits TA rather than the hotel. Check-In: One person on the check-in counter, also doubling up as the bar tender. This would be, I assume, the busiest time for check-ins (around 6pm). I had two people in front of me for check-in, and another two people were waiting at the bar for drinks. It took me almost 20 minutes to check in, which is not very efficient at all. Obviously trying to save money on staff. Parking: Well, it was a shock to be informed on arrival that there is a charge for parking. This is not mentioned on your hotel site. Nor is it mentioned that you can book up to 6 hours, then there’s a huge jump to 24 hours. I needed 12 hours, but had to pay the full 24 hours at more than £15 per night. Add this to the cost of the rooms, and this place is now in the realms of London hotels. Not a fair way to eke more money out of your guests. Rooms & Conditions: The room was in a good condition, even thought the towels were well-worn. The note regarding “saving the planet” by re-using the towels was noted, but was laughable when, in the morning, I started to shave only to find that the plug leaked. The basin would not hold water, resulting in me having to run the tap continuously to complete my shave. Then, bits of tape holding down the carpets in the hallways? What’s that about? Get them repaired! And as for the lift only going to the 1st floor, I just don’t get it. Theft: On the evening of the 25th I looked for my iPhone earphones to plug in for my evening recreation. I could not find them. I searched everywhere, and checked that I had not packed them away. I had not. It was therefore evident that the cleaner had taken them. That evening, I reported this to Reception, who said that it would be noted and passed to day shift for action. I went down to Reception the next morning (26th) to check out. There was nobody there, so I had to go through to the dining room to find somebody to do the check out. Once I had found someone I asked whether they had a note of the theft that I had reported the night before. There was no record of this. I was very annoyed about this, as it gave the impression that perhaps if it’s not recorded it won’t be pursued, or was considered unimportant. I then told the receptionist again what had happened, and that I would like a full investigation, and that the hotel must know who cleaned my room. The receptionist then said “Theft is a very serious allegation”. Of course it is! I work in the service industry and know exactly what it means, and I would not have said it unless I meant it! The response was “If we find the earphones, we’ll let you know”. Pathetic response. Not a word about bringing the cleaner to task, or any investigation. I asked for feedback on what action would be taken. To date I have heard nothing, so am assuming that noth
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