"stayed at hotel on 25 April 2026 for one night having booked a superior double room using hotels.com app.
While the room itself was pleasant, the heating system was not functioning. I had to walk for more than 5 minutes to reception to report the issue, as the room telephone went unanswered. A small heater was initially provided, but it was insufficient for the size of the room. I therefore returned to reception to request either a larger heater or an alternative room.
I was then shown another room; however, this was not of the same superior standard, and unfortunately, the heating there was also not working. As a result, I chose to remain in my original room, where a second heater was eventually provided.
I had checked in late in the evening expecting a relaxing stay, but instead spent several hours trying to get the room warm, which was quite disappointing.
Additionally, I noted that there were no dressing gowns in the room and no room service available, despite these being advertised as part of your offering.
Overall, I am very disappointed with the level of service I experienced. I have contact the hotel directly before submitting this review and demanded an explanation but they did not even respond to my complaint."
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