"The hotel is in a great, convenient location and the room was clean, well maintained, and comfortable. The staff were generally helpful throughout our stay.
Unfortunately, there were a couple of issues that detracted from the overall experience. The heating system in the room was quite loud and frequently disrupted our sleep during the night.
More disappointingly, my friend had arranged a surprise birthday cake to be delivered to my room. Due to a mistake by the hotel, the cake was handed directly to me, completely spoiling the surprise. My friend had put considerable effort into organising this special gesture and was understandably upset by what happened.
While the staff apologised for the mistake, the response felt somewhat nonchalant given the circumstances. It would have been nice to see some effort made to acknowledge the error and help make up for the disappointment, especially as it was a special occasion.
Overall, the property has many positives, but greater attention to guest requests and a more proactive approach to service recovery would have made for a much better experience."
