I booked a night at the Queensberry for a day away with my partner, having a long-distance relationship we don't see each other often so I decided to pay the extra for a nicer hotel hoping that it would make the experience that little bit more special.
First impressions were good, the valet parking is a great idea, the place is beautifully furnished, the bedroom (room 11) was spacious and the bathroom nice, with robes and White Company toiletries.
We had a lovely dinner at The Olive Tree, which though expensive was really great for a special occasion. Over dinner, my boyfriend proposed and I thought the evening couldn't be more perfect.
So imagine how I felt when we returned to our room to find a letter on the bed informing me that the staff had found evidence of smoking in our bedroom and we would be charged £150 for cleaning the room! I was very upset to be wrongly accused of smoking in the room and no happy about the charge either, which was more than our room cost, so I went to speak to the night duty manager. He was sympathetic but unable to do anything until the general manager returned in the morning, so we had no choice but to go to bed with this hanging over us, completely spoiling what had been a very romantic and special occasion.
In the morning we received an apology from the manager and we weren't charged, but I am very disappointed that I paid extra for a nice hotel hoping for an exceptional experience and I don't feel I got what I paid for as the whole trip was spoiled.
I understand hotels can't allow smoking indoors but I would ask the Queensberry to rectify two things:
1. Make sure there is clear evidence of smoking, perhaps not based on one person's experience (I suspect it was the lady who came to turn down our room as we were leaving for dinner, my partner had just been outside for a cigarette)
2. Think about how you go about making these accusations - a letter left on the bed at night gives no opportunity for discussion and ensures your guest will have to spend the night with the accusation hanging over them
- Official Description (provided by the hotel):
- The Queensberry Hotel occupies four Georgian town houses in the heart of the city. The entire team is dedicated to giving each of our guests an outstanding experience. Guests can expect excellent standards of service, luxury bedrooms and delicious award-winning food. The Queensberry has held a Red Star rating for exceptional standards of service for ten consecutive years. This accolade is given by The AA, the organisation responsible for allocating star ratings to hotels and guest accommodation. ... more less
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