Terrible Customer Service
My stay at this hotel started well. Check in was very straightforward and the reception team where very polite and professional. I booked to use the spa, which is amazing. Later that night I was woken by someone knocking the room door and asking me to turn the music down as guests were trying to sleep. I was asleep myself! The party was across the road in an apartment. When I eventually managed to get back to sleep I was woken by what sounded like heavy rain. I was infect water pouring through the ceiling from the room above. I called reception who said they would send someone. I waited 15 mins then called them again. They said someone was coming. 15 minutes later I got dressed and went down to reception. I was given an alternative room. I then went back to my room and packed everything up. Moved to the other room which was the same room type on another floor.This whole process took two hours in the middle of the night. When I checked out the next day I mentioned this to the reception staff who called the duty manager. I told her what happened and said that I was very disappointed that I had no sleep. Her response was I was moved to the same style room so what was my problem. I was rather shocked by her whole attitude. I asked if I could talk to someone more senior. She said everyone was on holiday and she was running the place alone. I pointed out that on entering the room the ceiling had water mark stains and questioned why I was given the room when others were available. She said I was lying and there was no stain. I expressed how rude I felt she was being. She didn’t seem interested or bothered I had a terrible night and not much sleep. I asked her if she was happy knowing I was leaving the hotel unhappy. Her response was I was a liar and making a fuss over nothing. I left the hotel and will not return. Such a shame this beautiful hotel does not have people in charge who care about the customer experience and are rude! I have found the CEO on LinkedIn and will be messaging him to inform him of the terrible service I received.