“My partner and I recently stayed at your hotel over the weekend, and unfortunately, we left feeling disappointed with ou”
My partner and I recently stayed at your hotel over the weekend, and unfortunately, we left feeling disappointed with our overall experience. We felt that several aspects of our stay fell below the standard of service we had expected. When we first checked in, the gentleman at reception did not make us feel particularly welcome. What made this more upsetting was that, later on, while we were waiting for our Uber, we noticed that he was much friendlier and more welcoming towards other guests. This left us feeling uncomfortable and questioning why we had not received the same level of warmth and customer service. A few hours later, we visited the hotel restaurant for some drinks and food. After explaining this, we were initially told that we could sit anywhere, only to then be told that we needed to check in first. This was confusing and made the experience feel unnecessarily awkward. Our room itself was fairly standard; however, we noticed a mark on one of the pillowcases that looked as though the material had been melted. We considered raising this at the time but, having already felt uncomfortable during other parts of our stay, we did not feel confident enough to complain. We also informed the restaurant staff that I have a nut allergy. Unfortunately, we felt uncomfortable with the way this was initially received, as though we were being judged for having an allergy. This was particularly disappointing, as food allergies should always be treated with understanding and professionalism. Thankfully, the lady who served us after we were seated by someone we assumed was the manager was absolutely lovely. She reassured us that there were no nuts in the kitchen, and we genuinely appreciated her kindness and reassurance. She was a real positive during what had otherwise been a disappointing experience. We were also left with the impression that there may have been some tension among members of staff, as the general atmosphere felt rather uncomfortable
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