2/10 Terrible
Mohammed, Birmingham
Sep 14, 2025
Disliked: Cleanliness, staff & service, property conditions & facilities
Unfortunately, we had a terrible experience. Booked 2 rooms with at least one twin. On arrival, 1 double room was ready, 2nd was not, they promised this will be ready in a few hours as twin bed. This was not done, also the rooms were not next to each other.
The hotel staff member was very rude and displayed shocking behaviour by threatening us not to contact our booking agent. If we do, then he will get mad and angry. I was told the next day the rooms would be arranged as requested, but nothing was done. After repeated requests, our children's room was moved to the 5th floor for a twin bed while we were on the 2nd floor and were told this woul be rectified next day. But they didn't.
This is an old rundown hotel with rooms with no natural daylight. Even the light in the rooms is very low. Bathroom fittings are either broken or not fixed properly. Room doors shake when you check to confirm locking. This is not 5 5-star at all. Avoid at your peril.
Left 1 day early from the hotel due to feeling unsafe, overall very bad experience. Although we came across guest relations staff when we were checking out, who were apologetic and wanted to help but it was too late. Disappointed that guest relations team asked us to reach out to them via email on our return home, but they did not respond or acknowledge the email.
Location is great. The reception area looks good and grand. Don't be fooled by this, as the rest of the hotel is terrible. Especially our rooms.
Mohammed
Stayed 4 nights in Aug 2025
