We recently stayed at the Fitzwilliam and unfortunately, the experience fell short of expectations for a 5-star property.
On arrival, our room was not ready at check-in. We were told we’d receive a call once it became available, but that call never came. When we returned around 5pm, we were informed our bags had been placed in the room, only to discover they had not as we spotted them still sitting in reception. This lack of communication was frustrating and disappointing. The only exception being Brian in the bar who was really pleasant.
As an apology, we were given a voucher for two glasses of Prosecco, which felt like a token gesture rather than a genuine attempt to make up for the inconvenience.
The room itself was uncomfortably hot – the air conditioning could not be adjusted, making it difficult to sleep. Adding to the discomfort, the noise at night made for a restless stay.
While the hotel itself is attractive and has potential, the service and room experience were not at all reflective of a 5-star standard.