Bare with me, this one's a fine example of how not to run a hotel!
We stayed overnight on route to a day at Royal Ascot and were booked by Newmarket Holidays. I have no issues with Newmarket who run a very efficient holiday breaks business, however I do not think they should use this hotel.
Purpose built brutalist style you might associate with the Soviet era. The building though is quite adequate for a hotel specialising in high volume overnighters on their way somewhere else. But they are in the hospitality business and could make some kind of gesture by smartening up the outside e.g. weeds around the parking area, a lick of paint maybe? Inside is clean and tidy but pretty sparse.
Apparently the hotel which takes several hundred and was virtually full, including several coach parties all of which would have booked well in advance. A predictable situation is also a manageable situation. If they can take the profits from a full hotel they should employ sufficient staff to deal with them,
The first issue we encountered was not being able to get in our room, it is a lengthy saga which boiled down to the fact that there was no member of staff who could come and deal with the malfunctioned electronic lock. Three visits back to reception to join the queue there because, although there are four till positions there is only one overworked receptionist. After a long and tiring day it was an hour after arrival before they decided that no one, including themselves, could get into the room. They speculated that the battery in the lock had run out. Apparently they do not have the nous to routinely change the batteries and prefer for guests to find out the hard way!
We were transferred up another five floors. Whilst we were in that room the lighting failed. Back to reception seven stories away, they could find no one to come and look at it. Half an hour later, when we were preparing to checkout, a member of staff who happened to be passing said that the electronic key should not have been removed from its slot and he managed to restore the lighting. At no point, either in the written material or verbally do they say anywhere that the card is associated with keeping the lighting working, and it does not fail when the card is taken from the slot but sometime afterwards. We had noticed the passageway lighting had briefly cut off whilst we waited for the lift.
Finally down to the bar where one barman is struggling to serve. Thirty five minutes later we managed to get a drink.
There were several coach parties at this hotel all of which would have booked well in advance. A predictable situation is also a manageable situation. If they can take the profits from a full hotel they should employ enough staff to run it efficiently.
Avoid it until they clean up their act.
The room itself? pretty basic. Premier Inns do it better. Very stuffy and difficulties trying to open a window but did manage it with a magazine stuffed in the gap.
- Official Description (provided by the hotel):
- Contemporary hotel, good sized airy bedrooms, located across from Feltham railway station with easy and quick access to Twickenham, Richmond, Waterloo and Windsor. Shopping facilities within 3 minutes' walking distance as well as 14 screen cinema,large bowling complex and good selection of fast food outlets ... more less
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- Also Known As:
- St Giles Heathrow Hotel
- St Giles Heathrow Feltham
- St Giles Heathrow - A St Giles Hotel Feltham, Greater London