Quality Hotel

We are concerned that this Guest found the Hotel lacking in cleanliness and security - had these comments been made at the time we would immediately have addressed the situation. We have a car park for up to 55 vehicles and therefore cannot guarantee a space for every Guest - our car parking is free of charge and is on a first come first served basis. The on-street parking is free and unlimited and as the Hotel is situated in a quiet street, is a safe place to park. We strongly dispute that the Hotel serves underage drinkers - we do host 18th and 21st birthday parties, however, all our Bar Staff are well versed in the legal drinking age and for these parties we also employ Security Guards who check each party guest for proof of age. Our parties end at 12:30a.m. and party guests who are not staying at the Hotel are encouraged to leave the premises promptly and quietly. Guests making noise whilst returning to their rooms late at night are spoken to by our Night Service Managers and any continuous noise leads to immediate eviction from the Hotel. All our bedroom doors lock - we can only assume this Guest left his/hers unlocked which resulted in someone else entering the room. We apologise that there was no answer from Reception as we do offer a 24 hour service, however, at times the desk may be unmanned whilst the Night Service Managers carries out their regular inspections of the Hotel premises.

Regarding the Guest comments about the room, we would state that some of our rooms have been refurbished in recent months and this is a continual programme. We are sorry that the Guest was unhappy with the standard of decor and would hope that should they decide to visit us again we are able to offer a refurbished room - this can be requested at the time of booking. With regard to the problem of other Guests being noisy, had this Guest phoned Reception one of our Night Service Managers would have spoken to the Guests responsible and had noise continued after this, then the Guests would have been asked to leave the Hotel immediately. We do feel the Guests' comments about breakfast to be unjustified - our food is freshly cooked and we certainly do not water down any of our fruit juices. Unfortunately the Guest did not bring this to anyone's attention at the time - had he/she done so we would have done everything possible to ensure they had a breakfast they would have enjoyed.

Some of our rooms are in the process of being refurbished. Had this Guest informed Reception of the problem with the water, the heating and the broken curtains and chairs, the situation would have been rectified although we are not aware of any broken fixtures and fittings - our Chambermaids inform our Maintenance Manager of any defects as soon as these become apparent and they are dealt with immediately as obviously we do not want our Guests to have an uncomfortable stay. Had this Guest phoned Reception to report the noise disturbance, one of our Night Service Managers would have immediately addressed the persons responsible and had noise continued then these persons would have been requested to leave the Hotel immediately.

We are very sorry that this Guest did not feel able to stay with us - if we could have the actual date of the stay we will respond fully ot the Guests' comments regarding the Receptionist and the alleged lack of response from Management. We certainly do care about customer service and satisfaction and are always willing to move a Guest to another room subject to availability if they are unhappy. With regard to the cleanliness of the room, all our rooms are thoroughly cleaned and have full replacement bedding as soon as a Guest vacates.

With regard to the alleged discrepancies over requests for payment - our standard policy is to take payment at departure unless a Guest chooses to pay with cash in which instance we take payment upon arrival. No-one is invoiced after departure. I am sorry there seems to have been some confusion with this issue. Whilst not all of our rooms have been refurbished, they are cleaned to a high standard - had the Guest informed us they were unhappy with the cleanliness of their room at check-in we would have moved them to another room, subject to availability. The floors do creak but that happens in old buildings - the Hotel was built in the 1930's. Again, had the Guest brought this dissatisfaction to our attention at the time we would have moved them to a room on the 2nd floor, subject to availability. With regard to someone else being asleep on the bed I can only apologise profusely and also for the fact that full bedding was not replaced - this is unacceptable and the Night Services Managers have assured us that this will not happen again.

Sorry but it is not possible to address any of the issues raised by this Reviewer as so many points are incorrect. If however the gentleman in question would like to contact us directly, we will respond in full.

We are sorry the Guest found the website pictures different to the actual rooms allotted to them on arrival, however, we do clearly state that the pictures displayed are of refurbished rooms and that we are undergoing a continual refurbishment programme. Guests may request a refurbished room at the time of booking, or even as this Guest did, at the time of check-in and where at all possible, we will upgrade.