The staff professionalism is seen from the moment you call the hotel. We were running late for the check in on the day (Saturday night) and the lady at Reservations was very friendly, helpful and
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professional. Great credit to the hotel. The night team (Leo?) went the extra mile to make us feel welcome. Would employ him in a heartbit! City map and hotel information was provided. Got upgraded to a beautiful room, overlooking the pool. The few glitches in the room were promptly attended to: balcony door was not closing properly, screw felt off, towel hanger in the bath felt down. No minibar list in the room, nor restaurant, room service nor breakfast information: e.g. menu and prices. Did not spend lots of time in the room bur should we had these available could have considered to order something.
Beautiful and spacious room and comfy bed. Helpful bar staff as we had a wine bottle to be opened and needed some side plates as it was my birthday. My birthday was not acknowledged so I guess the booking details are not checked. I was staying on points (as I gained them for being a loyal customer) but this should have stopped them to recognise my birthday?
Next day in the morning the queu at Reception could have been better managed as everyone was rushing to go into town: was not aware that shuttle tickets are available at the gift shop.
Things to be improved: stained the bed sheet with coffee by mistake on day one, however the linen was never changed, despite staying for 3 nights. On day 3, there was no water replenished and had to ask for it, nor coffee or milk provided - however, sugar was excessively provided and empty saches not removed. Sad to see a drop in standards on the last day.
The price of a glass of beer (less than a pint in Italy) is £8. Given the location of the hotel is quite exorbitant.
Talking about the location - challenging to reach at night from the tube station suggested (Cornelia) and especially at weekends. Make sure you have the sat navigation activated and don't mind the cars calling after you (not the safest feeling).
Otherwise, great customer service and nice room. Keep up the great work and focus on the details. Aa the pool was closed and with the high prices you need to attract guests and as the location is not the friendliest one, these things need to be considered to gain guests loyalty, especially nowadays. Working in the industry myself for other brand, I highlight the importance of it. Being a Quality manager in the past, these are elements to be considered to increase the hotel HeartBeat score or LQA.
Thank you for an enjoyable stay! Anda and Radu [元に戻す]
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