Although there was much worthy of favourable comment at this hotel, it left me with a bad impression, and when I read the remarks posted on Booking.com, along with my own, I see I am not alone, similar complaints were oft repeated by other guests.
Firstly, I will give credit where it is due - the hotel is light, airy, modern, spotlessly clean, and has comfortable beds, spacious rooms, and superb facilities. Clearly it has undergone a costly refurbishment recently, which means the standard of the actual rooms, especially at the price, outshines anything I have experienced in London , Manchester, etc.
However, two other important criteria failed the otherwise excellent satisfaction test noticeably: attention to detail, and staff attitude. The room was not ready when I arrived hot,tired and hungryt at 3.45p.m, after a long rail journey on a sweltering day, even though I had booked well in advance. I was kept waiting around the front desk for almost an hour, despite being disabled, and telling the totally uninterested reception staff that I needed a drink, shower, change, meal and taxi to a venue where I had a ticket for a 6 p.m performance, and the clock was ticking away.
There was only one very po-faced, uncommunicative receptionist, with a young girl assistant, to deal with everything. They made no attempt at eye contact, welcome, smile even, or courtesy to keep me informed regarding availability of my room. Every enquiry from me received the same programmed response -" it will only be a few minutes", or "won't be long now".
When a key was finally handed over, with no advice as to how the lift worked, I made it to the 10th floor only to find the key couldn't open the door!..Eventually help came . Once inside, the room was like an oven, a the blinds didn't work, the windows didn't open (no air conditioning).
By this time, I was extremely stressed, had only time for a quick shower / change /coffee, before getting a taxi to my concert, with no time to find a restaurant and have something to eat. So I spent the evening tired, hungry, with a headache, didn't enjoy the event I had spent so much to attend, and thinking how different it could have been, had the hotel experience not been so poor.
The airless room meant a fitful night's sleep, despite the lovely big bed and many pillows.
I told the reception staff I would be asking for a refund in line with their promise. Since then, I see there have been some good reviews, so maybe they got their act together, but I still feel I was badly let down. Awaiting reply from management, but not holding my breath !
- Official Description (provided by the hotel):
- Ideally located in the heart of the UK's second city center, with onsite car parking, ideal for shop and drop. Our convenient Birmingham hotel is just a short walk from the International Convention Centre and the National Indoor Arena. We are close to the many tourist attractions including the Jewelry Quarter and Museum, Cadbury World, Millennium Point, Botanical Gardens and Sealife Centre. ... more less
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