“Staff are not fully trained so unable to answer questions around process for parking (which is an additional £40 charge and off site). Breakfast is not served till 7am, my husband needs to leave for work at 7am and no offer of alternatives (which I'd happily pay for). I have been fortunate to stay in many 5 star hotels, and do so because of the exceptional customer service. Unfortunately this is not my experience. However, I did see the staff being pleasant and helpful to other guests, so perhaps it's just me!”

“I was disappointed in this location/stay. I booked 2 separate rooms for 2 nights each. The hotel that weekend was way under capacity (I asked at check-in as I noticed it was very busy). Even being a top tier Titanium Elite, they managed to find me two dark, unimpressive/uninspiring, in need updating/repairs rooms you could imagine. Temperature control was a problem as well as the thermostat could get either too hot or too cold. Required engineering to visit the room each night to get it right. Furnitures was worn and the bathroom lacked any real amenities that warrant the premium this hotel fetches. Cocktails at the bar were fine. Breakfast in the morning was good with good service. Dinner in the restaurant was good but the service was appalling. We could barely understand the heavily accented waiter, our bill was woefully incorrect, and they struggled to figure out how to split out bill 2 ways. I could forgive a hotel for 1-2 indiscretions but the combination of poor room choice, neglected furnishings, poor customer engagement, and the lack of attention really needs to be called out. Net net - Underwhelming.”