Ramada Encore Derby

Great hotel in Derby. Excellent location, only a five minute walk to the train station. Comfortable rooms and very clean. Excellent shower! We had the buffet breakfast which was tasty with lots of choice. We checked on late as we had been out all day. All the staff were very nice and we found Marika to be very friendly and helpful on check in. We will definitely stay again.

Stayed 4 nights with family. 3 rooms. No AirCon in any of them. 26.5 Degrees in the room. Reception report no fix available. Continual drone from the kitchen fan. Couldn't open window due to the smell. Late check-out requested at reception on day 2 but, not actioned. Call from mardy receptionist on final day demanding £20 payment up front. Poor service, miss-sold

Very disappointing customer service Our overnight stay was unfortunately overshadowed by very poor customer service. When we arrived at around 10:30 pm, there were two members of staff on reception. During check-in, we asked about the £5 parking charge and were clearly told by the receptionist that, because we had checked in late, we did not need to pay for parking. However, when we checked out the following morning, a member of staff who repeatedly introduced herself as the manager insisted that we had to pay the £5. I want to make it clear that my complaint is not about paying the £5. It is about the lack of communication between staff and the way we were treated. Rather than listening to what we were saying, she repeatedly questioned our honesty and made us feel as though we were making the story up. It was embarrassing and humiliating. I even asked if the CCTV from the previous evening could be checked to confirm what had been said at reception, but I was told they were not allowed to review it. There seemed to be no attempt to investigate the situation or resolve it professionally. We were also disappointed with the breakfast. The website advertised breakfast from £7.50, but when we went to pay, we were told it was £10, as the lower price only applied if booked online. This was not made clear on the information we had seen. The breakfast itself was below expectations. There was no butter, no cheese, and several items were either unavailable or in very limited supply. The member of staff serving breakfast appeared moody, avoided interacting with guests, and did not make us feel welcome. Overall, the biggest issue was not the parking fee or the breakfast price,it was the poor communication, the dismissive attitude, and the lack of professionalism. We left feeling disappointed, embarrassed, and undervalued as guests. Unfortunately, based on this experience, I would not choose to stay here again.