Overview

I have been to this hotel once before and had a good stay. I asked for the same facilities as last time and was put in a different ‘accessible’ room. It was awful, due to the layout I couldn’t get my wheelchair through the door. Wet room had no grab rails or shower seat and no way a wheelchair could get into the room. When I went to reception to ask to be moved to an accessible room that met my needs, the manager shouted at me in reception saying other wheelchairs have got in the room. I ended up in tears. The only positive was that we were refunded, but overall an awful experience.

Transport & Parking

Whilst there is a car park under the hotel, there are no blue badge bays near the hotel lift (or an accessible hotel lift) so disabled people have a long walk to get to the hotel.

Access

There is adequate access into the reception area. However, the room was awful. I couldn’t get my wheelchair into the room. No shower seat, no way of getting into the wet room in a wheelchair. The entry to the room has not been widened and the room was as far away from the lift as you could get. The breakfast restaurant was difficult to navigate. The staff do not take allergies seriously and complain when things are pointed out. Like they had a gluten free only toaster, but guests were using it for normal bread (I observed this happen). When I pointed it out they refused to listen to the fact the toaster needed to be removed and no longer used for gluten free as it was now contaminated.

Toilets

The accessible loo in reception is passable, but not easy to navigate. The one in the room was marked as accessible but wasn’t in any way.

Staff

Refused to listen, humiliated me in the reception area, kept telling me that what I was saying wasn’t true until I showed them. There was one concierge who was lovely, but the managers were awful. Weren’t prepared to help rectify the issues at all. No disability awareness, eg they kept saying things like ‘no one else has had any problems’ ‘another wheelchair got in the room’ ‘gave you tried getting into the room’. The default is also to charge disabled people double the usual room rate for an accessible room as they had to use a suite because of the space needed.

Photos