Pentahotel Derby

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.

I haven't stayed at a B & B hotel before, so did not know what to expect. I got two nights for about £140. Although I then had to pay £5 per night parking (be aware of this potential hidden cost). This is an extremely clean, tidy and well presented hotel. Nothing worse than staying in a "tired" hotel with outdated fixtures and fittings. My room on 4th floor had good views of the City, and came with air-conditioning, safe, and a compact but tidy bathroom. The hotel is situated out of town, about a mile from Derby City Centre, but Uber operates here. I found the reception staff very helpful. A "shout out" to Matt the chef, as the food he prepared was fantastic. There is a wide range of offerings on the menu. I went for Beyond meat burger, upgraded to dirty fries and onion rings on the side. This was a really tasty dish and good value too. Can't fault the hotel so far, good location for access to the City, but far enough away from noise and traffic. Based on my other hotel experiences across the UK and world too I give this one a solid 5/5.

Excellent hotel, staff very friendly / helpful. Handy for train station. Very clean and modern. Would definately visit again.