We have stayed at this hotel quite a few times when visiting Birmingham, The Bar is lovely and great for an afternoon of unwinding.
The hotel rooms are good and bed comfy. We have also stayed for breakfast which is also great.
The two things this hotel really needs to improve on is customer service. The person who checked us in did not say a word. No How are you today, have you travelled far, is there anything we can do... Literally nothing, handed us a key and pointed towards the door to the stairs.. The people checking in before us also said the same thing when we saw them in the bar later.
The biggest issue I have with this hotel and it was the same last time we stayed is the housekeeping staff. Whilst the extremely strict policy of 3pm check in is adhered to, the same should apply to the check out.
The same happened again this morning where at 8.50am, the housekeeping staff were in the corridor banging equipment, hoovering and we now know all the gossip as they were chatting outside our door for half an hour. If checkout is 11am, you should not be woken by staff pre 9am. We ended up leaving early, skipped breakfast and were sadly not happy customers.
This place could be a gem, but some training in customer service and friendliness is needed along with some better processes in keeping noise levels down.
Finally, not too sure why the lift is still out of order, but it has not been working for well over a year?
We will return and give it one final chance.
