Quebecs

The hotel is located in a brilliant position, just two minutes from the station. The building is beautiful and has amazing original features. So much better than a chain hotel. The hotel bar is small but stocks a nice range of spirits and bar man was very helpful. Room was clean and of a good size. We didn’t have breakfast and ate elsewhere so can’t comment on that. Room service available if needed. Drinkis and snacks available in mini bar but they are costly. We would stay here again.

Absolutely disgraceful customer service — ruined our birthday stay We booked Quebecs for my birthday and unfortunately what should have been a lovely, special stay turned into an extremely frustrating experience. When we checked in, reception told us there was a £50 charge for room service. This was not properly explained to us as a refundable deposit/incidental hold, and nothing was clearly explained about the minibar or that the drinks in the room were chargeable. The only thing mentioned to us regarding what was provided in the room was “water.” We were also rushed through our check-in. The couple in front of us were given a detailed explanation about everything, whereas we weren’t given the same information or level of explanation. The minibar price list was tucked away inside a drawer. We only found it afterwards, after we had already had a small amount of champagne. If we had been clearly told at check-in that the drinks were chargeable, we would not have taken them. We had consumed less than one glass of champagne from a 375ml half-bottle, yet we were told that we had to pay £47.50 for the entire half-bottle. We went to reception simply to ask for clarification. We weren’t refusing to pay and weren’t trying to get out of paying for something we’d knowingly purchased. We were genuinely confused because the minibar charges had not been explained to us. What made the situation even worse was the way reception spoke to us. They were adamant that they had explained the charges and said they “couldn’t have missed it.” However, they didn’t explain it to us. If they had, we would never have taken the drinks in the first place. Instead of acknowledging that there may have been a communication issue, we were spoken down to and made to feel as though we were stupid for asking. We were told “that’s how it works” and “that’s how fancy hotels work.” What was particularly uncomfortable was that other guests were brought into the conversation and appeared to be asked to confirm or agree with what reception was saying. We felt this was completely inappropriate and put us in an incredibly embarrassing position in front of other guests. We were simply trying to resolve a problem privately and respectfully. The issue isn’t simply about the £47.50. It’s about transparency, communication and how customers are treated when something hasn’t been made clear to them. If guests are expected to pay for minibar items, this should be clearly explained when they check in — not left on a piece of paper hidden inside a drawer and then treated as though the guest should somehow have known. This was my birthday, and unfortunately instead of leaving feeling like we’d had a special experience, we left feeling embarrassed, belittled and completely unwelcome. For a hotel that presents itself as a high-end/fancy hotel and charges the prices it does, I expected considerably better customer service and professionalism. We will not be staying here again and I would not recommend this hotel based on our experience.

In what was the Liberal club in Leeds, built in the 1890s, this hotel is charming and full of character. This charm extends to the staff who provided excellent customer service; we had a late arrival and receptionist/barman couldn’t have been more welcoming. It’s really convenient central location, 1 minute to station and it’s multi storey car park. The rooms were traditionally luxurious but with all the modern conveniences. A broad selection of breakfasts and a good bar. We really enjoyed our stay and will visit again.