GGuest UserThe staff were friendly, polite, and generally helpful throughout our stay. The location is also a strong point, with plenty of restaurants and shopping malls nearby, and the Clan Jetties are within walking distance.
Unfortunately, the check-in experience left much to be desired.
Before arriving, I had emailed the hotel to enquire about an early check-in as we were travelling with elderly family members. I fully understood that this might not be possible due to the peak holiday season, which was perfectly reasonable.
Upon arriving around 11am, we were advised to return after 1pm. We came back shortly after 2pm but were informed that our rooms were still not ready. We were prepared to wait until the official check-in time of 3pm, but even then, the rooms were unavailable. We were repeatedly told ”10 more minutes”, only for those 10 minutes to become 30 minutes and then even longer. In the end, we did not receive our rooms until approximately 3:40pm.
What made the situation particularly frustrating was seeing guests who arrived after us being checked in ahead of us. The explanation given was that a supervisor needed to inspect the rooms before they could be released. While delays can happen, clearer communication and realistic timelines would have been far more appreciated than being repeatedly asked to wait another 10 minutes.
To make matters worse, one of our rooms had pillows and blankets with an unpleasant odour, which raised questions about the room readiness that had caused such a lengthy delay.
For guests driving, parking may be challenging as there are only a limited number of parallel parking spaces available. Even for those arriving by taxi or private hire, the drop-off and pick-up process can be somewhat inconvenient.
There is also a Heritage Fee payable upon check-in, which was acceptable and clearly communicated. Complimentary coffee and biscuits are available, and water dispensers are conveniently located near the lifts, although bottled water is not provided in the rooms.
The check-out process was also slightly unusual, as guests are required to wait for staff confirmation before leaving.
Overall, the stay was comfortable and the location was convenient. However, I value hotels that provide a smooth and efficient check-in experience. Delays are understandable, especially during busy periods, but guests deserve honest communication and accurate updates rather than repeated promises of ”10 more minutes.” With better management of the arrival experience, this would have been a much more enjoyable stay.
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