Too much confusion and not as professional as expected.
Booked a King junior suite. After a 24 hour travel day, the room was 2 single beds. It had a couch and a sitting chair - no desk. We asked for a different room -- it was too late, they will sort out in the morning. No follow-up.
We spent two nights in the downgraded room. When I brought this to the attention of the manager, she gave us a drink coupon for the bar - we told her neither of us drink alcohol - she said we could get a soda. We don't drink that, either.
On the third day, they needed more time to sort this out. I asked them to ring my mobile phone when they did so we could go out. No call. Came back, they had a new room. They moved us to a 2nd floor room without a lift (elevator). I have an injury and requested an accessible room. The new room had no couch - only 3 chairs and bed with a desk/table filled with the drinks station. Bed was hard, room was large and overlooked the garden. Again, beautiful. Was given another free bar drink...
Last move: I was told they would work on it and ring me. They did not. I waited at the reception desk that evening and the young man (hero I think named Elijah) phoned his manager to tell them this is a mobility issue, and he could move us into a room immediately. The manager pushed back on him. I heard him reply to his manager, "This is not an upgrade." I felt that was a bit rude -- given they had downgraded me 2 nights with the single bed room, placed me in an inaccessible room for 2 nights, and I'm supposed to be a welcomed IHG gold member. The hero clerk offered me some IHG points but said the manager would need to approve them. Naturally.
The new room had a king bed, a couch, 2 chairs,a desk with drink station and was comfortable. But the tv glitched and turned off mysteriously. Few channels worked and did not have the same channels as the rest of the hotel - the manager came to the room and clicked it on saying its fine. About 10 minutes later it turned off again. As I sit here and type, it is again turned itself off (4th time in an hour).
The room is quite dirty. Foolishly, I placed a jacket on the top of a cabinet and the air filled with massive dust balls, which now cover the floor.
Breakfasts are terrific. As noted by others, they run out of some items, so get there early. Difficult to get water at the room. One clerk said we are supposed to get 2 bottles daily - that never happened. We asked for them and grabbed any we saw to bring to the room. Dinner menu is small and kitchen closes at 8:45pm. Had no help getting food delivered - ended up having to use apps on phone. Not sure how someone without a local SIM card would do that.
No parking. They suggest you use QPark Omni - careful though as they are quite far away and do not refund your pre-payment even if you never use the space. I was not told they offer 30% off if you use a code through the hotel.
The best part of this hotel is the back patio. It is lush, quiet, and a great way to start the day. But if you want to ensure you have a stress-free stay, I might consider a different hotel. read more