I usually enjoy staying here and have always found it to be a comfortable and reliable place. Unfortunately, this visit was let down by an issue with the hot water system. I completely understand that technical problems can happen and may be beyond the team’s control, but the response from staff was disappointing.
When I called to report the problem, I was simply told “hopefully it’s fixed by the morning.” It wasn’t, and when I followed up, I was met with a shrug and “hopefully it’s ok soon.” There was no apology, update, or notice to guests.
I can absolutely live with a cold shower for a day or two — what I can’t accept is a dismissive attitude. A little communication and care would have made all the difference
