First off, the place is an old ~4 story building on the edge of a pedestrian zone. You will be greeted with a grand door, and a beautiful marble interior and marble stair case. Walking in was amazing, giving the impression you had picked a truly amazing place. Amazing details in the shared areas. Art, glass floor, atrium, etc.
It was the service which really let us down. There were two events, I’ll let you judge:
1) Prior to our arrival, we started getting phone calls. They were concerned about whether we were aware that it the bonfire festival was on, and the streets would be closed. Nice service right? But what got strange was how much they called. Are you still coming? Have you decided? Will you be cancelling your stay? It started to feel like they did not want us to come. That they realized that if we cancelled, with the festival, they could get 2x the rate
2) After the long drive, we wanted a shower to freshen up before we explored the city. There was no hot water. We mentioned this on the way out, and went about our day. The next day, on the way out we mentioned it to an older gentleman who materialized, who started to tell us that was impossible, because it was electric heat. He started to come across patronizing and would not listen or help.
I raised this with Hotels.com, for whom they lied that there was water. I raised this directly with the company, who seemed to get emotional, offered nothing of value.
Very poor customer service. Cheap.
