"This review isn’t a reflection of the staff, who were friendly and enthusiastic throughout. In fact, I wasn’t planning to leave one until the hotel’s dog policy completely changed my mind.
If you want a cheap stay and can tolerate the quirks of a tired 3-star hotel, this place is fine. But if you expect much more, you’ll be disappointed.
The biggest issue was the dog charge. When booking, it was advertised as £10 per night, but at check-in we were suddenly told it was £20 per dog, per night. One of our nights cost £68, meaning nearly a 30% surcharge just for bringing a dog. No bed, treats, bowls or extras were provided, and rooms aren’t even serviced daily unless requested, so it felt like pure “guest tax.” After some back and forth they honoured the original £10, but only after insisting it had always been £20. That alone is why this is a 1-star review.
Other issues:
Lift broken the entire stay on the 3rd floor
Champagne ordered for the room never arrived
Wonky floors and damaged walls left unattended
Broken ceiling light and blocked shower tray
The evening entertainment felt awkwardly empty, and while the afternoon tea was good value, the setting didn’t match the experience it was trying to create. The staff were lovely and doing their best.
Ultimately, this hotel needs investment and attention from ownership. The staff can only do so much. With the recent BHGroup acquisition, hopefully improvements come soon. But for now, I’d suggest spending that extra £20 elsewhere."
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