Mint Hotel Leeds

Many thanks for your thoughtful comments.. As I write this response I am aware that when we opened our Westminster hotel in September 2003 Tripadvisor was really starting to become an important source of independent information as well as an important motivational force to demonstrate the power and importance of customer feedback on a truly global scale. I think that Tripadvisor has been a very positive platform for customers and it has also been helpful to us within our business. I really welcome the opportunity to interact with Tripadvisor and have over the years been a keen advocate of the importance of undiluted customer feedback, not all hoteliers feel quite the same.. As we opened our hotel, quietly, over the last three weeks in Leeds we knew that we had challenges with the incomplete areas of new Yorkstone and Granite paving outside the hotel. I knew that we would be offering a very low rate in the early weeks to reflect the fact that each day whilst we were geting closer to completing the external and some internal works there would be a level of inconvenience and the potential for some confusion over access, directions, window cleaning, and final commissioning as we wrestled with the need to get the operation up and running, introducing our new business and it special attributes to the City ofLeeds and its people and its visitors. I think it has been the right thing to do and it has been very important as you can imagine to all the talented people we have recruited that we made the commitment to get going, despite the challenges, but I do accept fully that it has compromised some aspects of the experience. We will do our best to recover your confidence. I think that the reviews are by and large fair and I take personal responsibility for the valid points made. But please believe me this is a fabulous hotel, but it is our newest baby albei growing up fast... If possible it is even more helpful to get feedback direct as well as on Tripadvisor as it speeds up our ability to respond, resolve and rectify. Our corporate culture is 100% customer commitment. Taking some of the points made I hope the following is of some help,,, Directions.. Leeds is one of the UK's most hallenging cities fordirectional legibility, the council and AA are being helpful but please download from our website fo the latest and best directions. Unfortunately satnav relates to the old use of the site as a ar park which is confusing. Also our website wrongly suggests our parking is open ,it is not yet (September the 14th latest) but we now offer much more convenient parking and I agree if you dont know Leeds it is difficult to find.. We will also look at sorting out an apprpriate deal for customers and make sure that is also on the website. The Cleaning points are all in hand, unfortunately the contractor had not been able to access some windows as the terraces were being worked on below. Rooms issues I am sorry about, but we have had early challenges that are now being supported by our Group Head Housekeeper who is exceptional. The lady in the lift has to be there to ensure we are fully "accessible" and legible to all customers. Our Fitness suite is now open and is just fantastic. The access from the station is having many millions spent on it by the City and in a few weeks will become a wonderful light and dramatic route(under cover from the rain, I tink they want to rename the street Light Neville Street). We will keep our staff in the Dark Arches(which are permanently lit) to escort customers, help with info directions etc as well as giving you all a 50% off exceptional City Cafe food offer. SkyLounge is now open on Sundays, that should have been the case since before last weekend so again our fault, but it is a truly special space. The main areas for works to be done relate to the external paving, every day there is significant progress and as the terraces take shape I think it is clear that the other buildings beside us are also exceptional and the public spaces at the canalside will be some of the best in the UK, not just Leeds. As all our paving and Al Fresco terrace works complete in the next two weeks,there will be further works around one of the buildings the rather astonishing "Candle" Tower building as they complete,, Watermans place which is a CZWG building will be finished and fully open from 14th September,,but we now have a much clearer access arrangement in place that hopefully customers will agree works far better as of now,,.. Leeds will have a truly exceptional hotel staffed with a super team with two stunning destination Bars, SkyLounge(which is so busy already you must please book your panoramic terrace table in the evening), Granary Lounge(its canalside terrace will I hope be open from Friday 21st August) City CAfe(similarly terrace open friday) as well as the City Inn standard rooms which as many of you know are well thought through compact but ergonomically user friendly and equipped with a wholly free to use Imac system that can for example give you skype video conferencing..Conference rooms with canalside and skyline views as well as private terraces for your parties.. .. It is painful to read the critiques but it is certainly helpful to make sure we resolve issues and also remind us that every day we can delight you or let you down ...and hopefully as you can see form the review of all of our hotels we do try really hard for it to be the former.. It is also really encouraging if reviewers do see through our efforts and certainly as each day passes we are making headway. We will put much more detailed information on our website to assist directions and progress.. But thank you all for taking the time no only to post your articles but to also read all this from me.. It was a bit long!! David David JM Orr Chief Executive and Co-Founder City Inn Ltd