At the weekend (26th July) I attended a wedding and chose to stay with you guys as it was fairly close to the venue and a reasonable price. Another guest was unable to attend the wedding so had their hotel booking outstanding. I offered to give them the money and stay in their room. When we called to change the booking details we were told that it's not possible.
So as not to waste the room, I decided to risk checking in under a different name. Surprisingly, this was extremely easy to do and no proof of ID was requested. The only information needed was the name on the reservation. Once I'd provided this I was asked to fill in my address and sign a piece of paper. This contained various personal details of the person who had actually booked the hotel. This was the first alarm to the lack of security at this hotel as I'd been given the keys for someone else's booking without so much as an attempt at checking who I was.
Following this, yesterday morning, before checking out, I left my girlfriend in the room while I went outside to make a phone call. There was no phone signal in the room for some reason so I had to go outside. I forgot to take the room card with me. When I returned, with two coffees from a machine that didn't seem to correlate to the options pressed (my latte had no milk in it), I was unable to get back in the room as my girlfriend was in the shower unable to hear me knocking. Some of the housekeeping staff were nearby while I loitered outside the room. They were very friendly and asked me if I'd lost my room card. I explained that I was waiting for her to get out of the shower so I could be let in. They kindly let me into the room with their master key.
I thought nothing of this at first but then realised that if I was a more devious person, I could have easily obtained access to any room in the hotel using the same method either to steal from or attack another guest. I find it unsettling that anyone would have been able to enter my room using a similar tactic!
The other issue was checking out. Checkout is at 11am. At about 10.30am, I joined a large queue at reception and had to wait just over 30mins to check out. The actual process took the lady maybe 10 seconds! It would better serve your guests to either have more staff available during busy checkout periods or some kind of automated checking out system, so that people aren't stuck in a huge queue for a simple operation.
The hotel itself is very nice, the rooms are well equipped & clean. The staff are all very friendly. I would just suggest you look at educating your staff on following a few more steps to ensure security for themselves and their guests. It's a very busy hotel and by overlooking these small details you really do put the guests at risk. A nice hotel but a very disappointing experience overall.
Wifi is free, but signal is poor. It would be unfair to comment much further as I essentially used the room to sleep in and nothing else.
Note: I sent the above via your website & chose not to complain at the desk due to the huge queue behind me while checking out. I hope that nobody uses my 'tips' about security but by making them public, perhaps you'll endeavour to make some changes more quickly.