I stayed in the Millennium hotel on Wednesday 15th January . Having arrived early evening i found the room comfortable and well designed . However during the night i was woken on two occasions by the train noise and the whole bed shuddering like an earthquake . I was unaware that a frieght train track runs directly outside the back of the hotel , and this is certainly not something that the hotel brings to anyones attention pre booking . Having being woken twice in the night at approx 3.30pm and 4pm( the train actually stopped right outside the window ) i complained first thing in the morning to the front desk . The duty manager was not available as he was in his morning meeting . I was told if i leave my number he would call me back . I recieved no call so had to chase up again late afternoon. I was told that as i had not reported this disturbance in the night there was nothing he could do but if i visit again i may be offered a complimentary breakfast or possibly a drink in the bar . I expalined that there was little point in reporting it at 3.30am as i would not be willing to pack up my belongings and move room as this would have disturbed me even more . I was made to feel that i had been making it up and was told by Nicole that i should none the less have given them the opportuntiy to move me and that they had recieved no other complaints re train noise and that anyway trains are beyond their control so basically they could not take ownership of any duisturbance. I was offered a free upgrade if i booked again . So basically i had a very poor nights sleep but need to pay money again to the hotel to recieve any compensation . To me this seems like very poor customer service? . I was not looking for a freeby or a refund , but do not like to be made to feel that because this was in their eyes a one off its tough ! . I suggest customers request not to stay in any back rooms by the rail track . If you are disturbed in any way this must be reported immediatley to allow the hotel the opportuntiy to get you to pack up your belongings and move room , suggesting that this would make you feel better even at 3 or 4 in the morning . Danny the duty manager did his best to help but i was then referred to Nicole who seems to deal with complaints as a real challenge and i suspect views a succesful outome as one being where she offers little and the customer leaves unhappy as in my case . I am not one to complain but sometimes you really can feel how valued you are by the way things like this are dealt with .... in this case unfortunately very badly .
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