We stayed at this hotel for four nights, choosing it based on positive reviews. Unfortunately, our experience did not meet expectations. After arriving on an overnight flight with two children, we requested a nicer room given the length of our stay. The front desk made it clear that this was only possible at a significant extra charge. The room we were given had a damp carpet smell and overlooked the rail tracks. Exhaustion kept us from moving hotels, but for the price we paid, we should have.
Breakfast was disappointing. The quality was average, and some items (such as boiled eggs and oatmeal) were available but not mentioned to guests unless specifically requested. This lack of transparency felt intentional and diminished the experience further.
The only redeeming part of our stay was Alan, the concierge. He was extremely helpful, professional, and ultimately saved our trip by securing Harry Potter tickets for our children—something another his colleague Concierge working with him on our first day incorrectly told us was impossible without even checking. Alan’s efforts stood in stark contrast to the otherwise poor service we encountered.
Overall, for the cost, this hotel did not deliver on comfort, honesty, or value.