On first impressions nice, but through no mis-use of ours the toilet blocked around midnight. There were no staff on duty and no-one answered the emergency contact number over a period of circa 45 minutes. Eventually we found a toilet which required going up and down two flights of stairs in the middle of the night several times. It wasn’t pleasant having to use a shared facility given what is expected of a ‘luxury’ hotel room.
My wife and decided that we didn’t want to stay for breakfast. We asked in the morning (when staff were on duty) if we could have a room swap to be comfortable getting ready to leave. This wasn’t possible as the hotel was fully booked and whilst a customer had checked out no-one could clean to let us use the room.
We received an apology by reception staff and agreement to a full refund. We also sent two emails but no replies, and upon being able to talk to the manager later the day of check out she said there had been no earlier issues with the toilet and no attempt to contact the emergency number, effectively suggesting we were lying. The feedback of poor customer experience should have been enough to settle the matter but instead we were/are being questioned and disbelieved.
We barely slept having to leave our room for a toilet and being anxious having to deal with the situation in the morning, and now the promised refund is not forthcoming.
Appalling and we will never visit here again.