Unhappy with the service provided. We were not informed that the lift was out of service before checking in to the hotel. Housekeeping forgot to replace towels therefore unable to shower as we had realised after 5pm and there was no reception. Very inconvenient to not have reception after 5 and the 24 hour phone service was not great as this didn’t replace a towel nor did they want to compensate for this. We were promised a towel first thing in the morning and after phoning the 24 hr service number twice and agreeing to a half an hour later check out; the towel was still not delivered and we ended up having to pay for the ‘late checkout’. The staff were unwilling to listen to us when we tried to explain the issues with our stay and expected us to walk down from the top floor to let them know we didn’t have towels instead of calling the 24hr service number that was provided which defeats the purpose of a service number.
It then took 2 emails and multiple phone calls to discuss our stay with the manager who still doesn’t believe that a later check out was agreed and also feels that we should have walked down to inform them that towels were not provided despite the service number provided to us and a refund/compensation was declined.