Miller & Carter Heaton Chapel by Innkeeper's Collection

manca l'ascensore.
Troppo lontano dal centro.

A very small issue: one of the sash windows didn't stay open.

No air conditioning. Unable to open the windows. Temperature in the room was unbearable.

During the booking process I clearly stated that our check-in would be between 10:00 and 11:00 pm due to a late evening flight. I also informed the hotel via Booking.com that we would arrive later and provided my credit card details to guarantee the reservation. This was a booking for six people, Sunday to Friday, worth well over £2,200.

Shortly after landing, at around 9:30 pm, I called the hotel to confirm that we had arrived and would be there before 11:00 pm. To my surprise, the duty manager (a blond gentleman) repeatedly told me he was only willing to wait until 10:30 pm. When I explained that the airport was busy and reminded him of the size and value of our reservation, he simply kept repeating, “I’m happy to wait until 10:30.” When I asked what would happen if we arrived after that time, he replied that we would not be allowed into the hotel.

Because of this, I had to separate from the group I was responsible for and urgently order an Uber to the hotel, even though we had already booked a seven-seater rental car from the airport. This completely unnecessary stress was caused solely by the hotel’s attitude.

Ironically, we arrived at 10:20 pm and the staff were still behind the bar cleaning and working as usual, yet the duty manager still made us wait before checking us in. His attitude and customer service were, without exaggeration, the worst I have ever experienced in any hotel, in any country I have visited.

Thankfully, one wonderful older lady who served breakfast from Wednesday onwards completely restored our faith in the hotel. She was exceptionally kind, warm and professional, and honestly saved the hotel’s reputation in our eyes. The owners should use her as an example of what genuine hospitality looks like and consider providing customer service training for some of the younger management staff.

Purtroppo siamo capitati in un periodo di caldo eccezionale (ovviamente non imputabile a nessuno...) e pur capendo le circostanze, la temperatura della nostra stanza era a non meno di 30 gradi essendo esposta al sole per tutto il giorno e le finestre si potevano aprire solo in piccola parte (capisco la questione sicurezza ma è solo per descrivere la situazione). Viaggiavamo con bambini ed è stata davvero una notte difficile. Non ne faccio una colpa a nessuno ma spero che serva come spunto per evitare che accada ad altri.

Bolt missing on toilet seat.

The room we stayed in had an awful lot of stairs, we are in our seventies and fit, avoid 2nd floor rooms if you have any sort of mobility problem. No lift either.

And running out of Brown and tomato sauce is pretty unforgivable.

Breakfast service was basic, server was under stress and there was no coffee ready had to wait for another pot to be made, nothing laid out for starter.. no cereal, no croissants or even pastries?
Didn’t feel like good service or value, very disappointing after a great meal in the restaurants night before.
Bedrooms too hot, no air conditioning and the sink in bathroom or room 105 was hardly big enough to wash your face in, you couldn’t even fill a kettle in it and it desperately needs new windows.

Weather was very hot, no a/c and only one small window which had restricted opening.
Some of the furniture was old and wobbly.
Very small sink in bathroom with no plug.

No Air conditioning, poor selection for breakfast, not pastry’s, fruit, cereal, yogurt, not Jams or marmalade out. No tomato sauce at breakfast,the yolks on the fried eggs were overcooked. No side plates for your toast. they really let themselves on this bit.

Canicule et impossible d'ouvrir les fenêtres en grand pour aérer la chambre la nuit.

Rooms very hot and uncomfortable. Was during heatwave but fan in room broken. Staff seemed helpful but bit corporate.

No air-condition. The bed was to firm.