stayed at the Maples House Hotel on the night of 05/10, and I must say, this was one of the worst hotel experiences I have ever had--especially as someone who travels frequently. I'm appalled by the complete lack of professionalism and consideration during my stay.
First, the hotel was advertised on Booking.com as being 11 minutes from the city center. In reality, it was a 40-minute walk--not even close to the advertised time. After a long journey, this misleading information was incredibly frustrating and added unnecessary stress.
Upon arriving around 9 pm, the receptionist asked if my name was Adriana and handed me a paper to sign--without bothering to check my ID or credit card, as is required by your own policy. This lack of basic security is extremely concerning and unacceptable.
But the most shocking issue was the unbearable noise from what seemed to be at least one wedding or function happening directly below our room. The noise level was beyond excessive--the room was literally shaking. It was impossible to sleep. I checked the "Functions" section of your website before booking, and it stated that nothing was scheduled. Neither the receptionist I spoke with at 2 pm nor the one at 9 pm mentioned anything about a wedding or event, which I find difficult to believe was a surprise. It feels like deliberate negligence.
Around 10:00-10:30 pm, I tried to find staff for assistance--no one was available. I called from the room phone multiple times and received no answer. Finally, around 11 pm, I called the number listed on your website, and the bartender answered. While he was polite and apologetic, he admitted there was nothing he could do except try to ask the DJ to turn it down, knowing full well the rooms were shaking from the noise. He also informed me there was no manager on-site, which is absolutely baffling for a night with a major event happening.
The night porter, George, eventually showed up around 11:15 pm, and instead of helping, he was outright rude and accusatory. He claimed we should have known about the music because it's listed on the website--this is an insult. I've attached a screenshot showing that there was no mention of a function. George had a dismissive, unprofessional attitude, adding insult to injury while we were already frustrated, exhausted, and unable to sleep. His explanation that the music would stop at midnight was also false--the noise continued until about 1 am.
At this point, I was completely appalled by the lack of care, support, and basic service. There was no manager to escalate the issue to, no staff available when we needed them, and no clear communication about a function that ruined our entire stay. We didn't get any rest, which was the entire point of booking this hotel. It's outrageous that a hotel would put on such an event without notifying guests or providing any alternative arrangements.
As for the room, it was subpar at best. The door to Room 24 barely opens because the bed is obstructing it, which is an obvious and serious fire hazard. The bathroom was so cramped that I couldn't even dress after a shower. The overall setup was unacceptable for a supposedly professional establishment.
The next morning, there was no apology, no attempt to check if our stay was okay, and certainly no offer of a resolution. This lack of basic courtesy only solidified the impression that guests' well-being is not a priority at all.
This experience has been completely unacceptable from start to finish. Not only was it impossible to sleep, but the disregard for guests and the absence of basic communication is beyond belief. read more