I so wanted to give this hotel a raving review but was totally let down by the service.
The hotel decor is fantastic. Really love the layout. Rooms are comfortable and spotlessly clean. From reception to your room, It just gives you a feeling of being something above the rest. Which it deserves to be...but sadly not.
Booked one night through secret escapes, breakfast included and the second through themselves, room only, as the deal wasn't available. Birthday weekend for my girlfriend, so rest, relaxation and shopping was on the agenda. Advised on check in that both nights were breakfast included...told the girl that only day was included. Said nope, both included and not only that, we had £40 voucher to spend in the bar. Fantastic so!
Breakfast the first day they didn't have us on the list as having included. Advised the duty manager that there was probably a mix up as we were only supposed to have one day included. Quick call to front desk cleared it up. He then mentioned that they usually match the secret escape deal rather than one day on the deal and one not. On a positive note the cooked breakfast was very good. Continental could do with more of a spread.
It all went to pieces when I made the mistake of going to the bar for dinner that night with the voucher. We sat down and waited a few minutes and thought I had to order at the bar. Went to the bar, table service only. Someone will be with you in a few minutes. No one for about 10 minutes. Went up again and asked, said someone will be there in a minute. Asked for a menu so we can decide. After the server running around like a headless chicken for several minutes (Quite literally) looking for a menu he found one behind the bar...covered in wine..but menu non the less. Took one of the restaurant menus myself and specifically asked can we order off that menu while sitting in the bar area. Yep, no problem. Ordered drinks off him while at the bar. So we sat down with both and decided on dishes off the restaurant menu. Server arrived with drinks, food ordered. After a few minutes he came back saying we can't order off the restaurant menu as it's too busy...restaurant only half full...Obviously it was just a case of us not being allowed to order off that menu in the bar. Asked for alternatives we remembered off the bar menu and was told there is no fish and chips on the bar menu...Brought us down the menu again and turned out to be a different one to the one he found earlier. Said he would come back in a minute...we waited...and waited and waited.... We had been in the bar 45 minutes at this stage. Went up to the and asked him what's going on..we want to order food. Ohhh...it's nearly 10pm...kitchen is closing. What do you want and I'll see what I can do. Cheers...doing us a favor, much appreciated...what a joke. Sharing platter arrived missing items...just like putting petrol onto a fire. Asked for more bread sticks and the response was that the kitchen was closed...Asked him if there was a padlock on the door preventing him going in and getting them...he then looked sheepish and arrived back with some. Initiative...?
Morning comes...time for our included breakfast...right? Rang up to have the Continental breakfast brought to the room. No breakfast included, said that we were told it was on more than one occasion. Negative. Now I asked, if no breakfast...what about £40 bar voucher. No was the response and she will look into it. On call back they said nothing to do about the £40 but we can have the breakfast complimentary and being £15 each it's close to the amount spent in the bar. Not a chance given what happened the night before. On the next call back they agreed to comp the bar bill with no breakfast which was agreeable to me.
So much potential in this hotel, but for our stay...glad to leave the service behind.
- Official Description (provided by the hotel):
- Clayton Hotel Birmingham has 174 luxurious bedrooms located in Birmingham City Centre a short walk from Bullring Shopping Centre and Grand Central. Offering five star service as well as facilities to make your stay like a stay away from home. A floor specially engineered for business conferences. Grill Bar & Restaurant offers great quality steaks, fish dishes and vegetarian specials, the bar has daily offers as well. ... more less
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