I'm really disappointed to report our exceptionally bad check in experience. An experience that had such an impact on the rest of our 2 night stay and a reason not to visit again.
After 6 hours of travelling we arrived at the hotel at 3.15pm ready to check in. It was obvious from the silence that there was an issue. It transpired that our room wasnt ready.
We were offered another family room ( one less comfortable than we booked - double.bed and sofa.bed ) which we declined. I asked Elle how long the wait would.be, however she said she didnt know as the cleaning staff had many rooms to clean and would be hard to say ? Again more silence...and confusion on my part....especially as we had arrived AFTER check in opens.
I then requested if our room could be prioritised over the others being cleaned, given me, my husband and 2 children were standing in the lobby ! Elle said she would check...but no one picked up the phone.
Again more.silence.
I then asked if she could call me when she managed.to reach someone with a response....as waiting an indefinite amount of time wasnt what i had hoped ( and paid for !) . At this point, the offer to wait in the bar/with a drink or suggestion of a swim...or anything demonstrating good customer service would have been welcomed. Instead more silence......
It was at that point i voiced my upset....only to be met with the response from Elle that check in was FROM 3pm !!! Suggesting it was unreasonable to expect my room ready.
Disappointing