Unfortunately, I had a very unclean room. Which was initially handled very badly by the female duty manager after check-in but resolved the next day. Checked in at 8.30pm, at 9pm I called up to report the bathroom & room were very unclean, pretty filthy actually, see pictures. In the bathroom, there were many curly black hairs all over the floor, on the tissue box, toilet seat, shower, everywhere basically. Like someone had shaved & housekeeping had ignored it. The bathroom had not been cleaned after multiple guests had used it, I'd guess. It was thoroughly revolting. The surfaces not regularly used were covered in dust. It all felt very unclean. Rubbish on the floor, bits of toilet paper on floor, bathroom rubbish in the corner of bathroom. There was a card in the room stating that everything was deep cleaned after each guest. That seemed very inaccurate. The response I got from the female duty manager when I reported the issues was quite astounding. She said if I'd called up earlier, she would have been able to swap my room. So it was my fault; I hadn't called quick enough! Oh I see?! I'd been there half an hour & called as soon as I noticed. An incredibly rude & unhelpful response. Very poor customer service indeed. She proceeded to be dismissive with no apology or offer to send cleaners or any sort of help at all. I asked for a refund as they couldn't offer me a replacement double room. The reply I got was that the General Manager probably wouldn't allow that, and I should speak to the duty manager in the morning. Incompetence at its finest. These budget hotels need to understand that even though they provide a cheaper hotel experience, rooms still have to be spotlessly clean. Budget price does not mean people will accept a filthy room. Especially in the current climate. Luckily, the next morning, the Deputy General Manager Nick was very helpful, apologetic & arranged a refund for me. When a business provides a service & it does not meet the advertised standard, then the customer should always be offered a refund. That's just good customer service.
BSG17211 days ago
My main problem was that my sat-nav (using LU6 3DX) delivered me near by in Finsbury Place but the hotel was not visible. An alternative address lead us to the right place.
A minor niggle was that in a twin bedded room the controller for the aircon was on a wall beside one of the beds which made the controller inaccessible overnight when the bed was occupied by my sleeping wife.
But overall the staff were very friendly, the choice of food good, and the stay was excelllent value.
Mr T UK241 days ago
The location for me was convenient with the M1 not too far. A pleasant hotel, better than the other chain hotels, with breakfast included and a good selection. I would recommend this hotel rather than the one by a petrol station / junction to the M1
Karen Black2 years ago
Went to check in into a hotel a few metres away from this hotel and was disgusted that I could not get my wheelchair through the reception door although they reckoned it was measured using a wheelchair!!!! Managed to book into the Holiday Inn Express next door and I am so glad we did and will definitely be using it again in the future if needed, reception area stunning, tidy, decorated gorgeous for Christmas and huge, staff super super friendly, kind and helpful, accessible room was so big and spacious we could of had a party in there!!!! The accessible bathroom was outstanding, 2 sinks, one high, one low, for me it was just a bit too low but manageable, the lady at breakfast was super happy, friendly and helpful, couldn’t recommend this hotel enough!!!! Can’t wait to come back.
LucaLondon2 years ago
This hotel is easy to find. Just off the main road. Located at quiet area with great natural view. Staffs are excellent, whenever I go down to reception they remember me and my room number. Never have to mention it to the front desk staff. Breakfast was good and able to take back to my room. Overall great stay. And thanks for all the staffs who made my comfortable stay.
Happydays2 years ago
We enjoyed an overnight stay late November 2021 and found our room to be well maintained and very clean. The staff were excellent and very helpful. Breakfast was very busy and staff were doing their best to cope but some items were slow to be replenished and we had to queue for drinks from the coffee machine. Everywhere was.very clean and well cared for and Covid rules were followed so it felt very safe.
Lazy J2 years ago
We have stayed here a quite few times over the the last 3 or 4 years.
The staff are always friendly and helpful.
The rooms have always been clean, once we found hairs in the shower, the staff rectified it straight away and very apologetic.
We wouldn't hesitate to recommend this hotel to friends and family.
The only thing that let's it down is the breakfast and to be fair, that's just me being picky.
There's nothing really wrong with it but we have stayed in similarly priced hotel chains and had individually/freshly cooked breakfasts rather than the precooked/heated food here.
Esther2 years ago
Had a restful and lovely stay at the hotel whilst doing building works to our house. Georgia was really helpful when it came to information regarding me being able to work from the hotel and making us feel welcome. The shower and wash facilities are all in good condition, not having to worry about petrol is a plus! WiFi connection was key for me on this trip the connection was exceptional and not once dropped out. If you need somewhere to stay guaranteed you will have peace of mind! 😀
Checked in at 8.30pm, at 9pm I called up to report the bathroom & room were very unclean, pretty filthy actually, see pictures. In the bathroom, there were many curly black hairs all over the floor, on the tissue box, toilet seat, shower, everywhere basically. Like someone had shaved & housekeeping had ignored it. The bathroom had not been cleaned after multiple guests had used it, I'd guess. It was thoroughly revolting. The surfaces not regularly used were covered in dust. It all felt very unclean. Rubbish on the floor, bits of toilet paper on floor, bathroom rubbish in the corner of bathroom. There was a card in the room stating that everything was deep cleaned after each guest. That seemed very inaccurate.
The response I got from the female duty manager when I reported the issues was quite astounding. She said if I'd called up earlier, she would have been able to swap my room. So it was my fault; I hadn't called quick enough! Oh I see?!
I'd been there half an hour & called as soon as I noticed. An incredibly rude & unhelpful response. Very poor customer service indeed. She proceeded to be dismissive with no apology or offer to send cleaners or any sort of help at all. I asked for a refund as they couldn't offer me a replacement double room. The reply I got was that the General Manager probably wouldn't allow that, and I should speak to the duty manager in the morning. Incompetence at its finest. These budget hotels need to understand that even though they provide a cheaper hotel experience, rooms still have to be spotlessly clean. Budget price does not mean people will accept a filthy room. Especially in the current climate.
Luckily, the next morning, the Deputy General Manager Nick was very helpful, apologetic & arranged a refund for me.
When a business provides a service & it does not meet the advertised standard, then the customer should always be offered a refund. That's just good customer service.
A minor niggle was that in a twin bedded room the controller for the aircon was on a wall beside one of the beds which made the controller inaccessible overnight when the bed was occupied by my sleeping wife.
But overall the staff were very friendly, the choice of food good, and the stay was excelllent value.
A pleasant hotel, better than the other chain hotels, with breakfast included and a good selection.
I would recommend this hotel rather than the one by a petrol station / junction to the M1
The staff are always friendly and helpful.
The rooms have always been clean, once we found hairs in the shower, the staff rectified it straight away and very apologetic.
We wouldn't hesitate to recommend this hotel to friends and family.
The only thing that let's it down is the breakfast and to be fair, that's just me being picky.
There's nothing really wrong with it but we have stayed in similarly priced hotel chains and had individually/freshly cooked breakfasts rather than the precooked/heated food here.
Georgia was really helpful when it came to information regarding me being able to work from the hotel and making us feel welcome.
The shower and wash facilities are all in good condition, not having to worry about petrol is a plus!
WiFi connection was key for me on this trip the connection was exceptional and not once dropped out.
If you need somewhere to stay guaranteed you will have peace of mind! 😀