Our stay was not very pleasant; on entering the room the radiator was not working, as it was a cold night we called reception to ask for it to be fixed. A young man came and tried to fix it but to no avail, however he said he would go and adjust from the main boiler. We then decided to go out for something to eat, on the way out we told the young man it was still not working, he said he would fix whilst we were out.
On our return the young man said he had fixed it but got wet in the process, when we entered our room the radiator was still cold however the curtains and carpet were wet, we again rang reception and was told that the water was from the radiator and it would soon start working.
My partner then had a shower, but there were no towels, again we had to ring reception as it seemed when the water was coming from the radiator the young man used the towels to mop up the excess water.
We were bought a new set of towels, however the radiator still had not warmed up, we then had to ask if we could have an electric heater, which was bought up.
We then decided to go to bed which was suppose to be a double bed but appeared to be two beds pushed together, then the beds creaked every time we turned, hence we did not get a good nights sleep.
When getting up during the night to go to the toilet I forgot the carpet was wet and ended up with wet feet.
The next morning we were greeted with a noisy delivery truck of some sort, hence we were glad to leave as soon as possible.
We spoke to the duty manager before leaving who offered an apology, however I do not think the hotel was proactive in offering a reasonable level of customer service.
Shame as the hotel looked really inviting on the internet and we are looking for somewhere to have our family stay when we visit again in the summer.
We also wanted to write to someone at head office but was told point blank no, the duty manager had to deal with at a local level - why? I feel if these dsappointments are contained at a local level then head office then has the wrong perception of what is really happening, or do they not want to be bothered.
- Official Description (provided by the hotel):
- BEST WESTERN The Stuart Hotel is in the heart of Derby city centre close to many restaurants and bars with easy access from the motorways and the peak district. The hotel has 100 bedrooms, stylish restaurant, hip bar, conference and banqueting facilities, free car parking and free internet access throughout the hotel. We have excellent food and beverage options for you from our cocktails and nibblets menus to our a la carte menus and 24 hour room service menus. We look forward to welcoming you. ... more less
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- Also Known As:
- Stuart Hotel Derby
- Best Western The Stuart Hotel Derby, Derbyshire