Overview

As a wheelchair user, I cannot give this hotel anything other than one star and I begrudge even giving that. On arrival, I found that the front main entrance had 5 steps and could not be accessed by wheelchairs. We were shown round the back to the fire exit which had a ramp - not a good start. The room was dreadful, it had a walk-in shower but the bathroom had a big lip at the entrance and was tiny, not possible to get my wheelchair in. When I asked the manager how I was supposed to go to the toilet, he looked blankly at me, said he didn't know and said I could use the toilet roll holder to pull myself up with maybe? REALLY!!! No other room was offered as this was apparently the ONLY room with a walk-in shower so I had to accept. I then had to struggle using my crutches and had to ask a friend with me to help get on and off the toilet. The lifts were not really big enough for my wheelchair so every time I wanted to use them to reach reception, the bar and the only disabled toilet, I had to go in face first, twist round 180 degrees and try and push the buttons which were behind me. On arriving back at the hotel after attending my concert, I sat at the front entrance for nearly 10 minutes until I grabbed a passing stranger to alert reception that I was outside. There was no obvious other way of alerting reception that I was there. I was then presented with a ramp over the five steps but it was so steep that I couldn't get up there alone. The staff member stated that "it normally works" so I attempted twice to use it but I failed. That meant that round the back towards the dimly lit fire exit I went yet again. The hotel itself was dingy and tatty, not anywhere near the standard I would expect from such a centrally based 4* hotel. The breakfast, bar and reception staff on the whole were pleasant enough but it was obvious from their blank looks when I asked questions that they had not had any kind of disability awareness training. Overall? - unfortunately in general this hotel was poor and failed dismally in its duty to provide access of any real kind for wheelchair users. I was disgusted with the "sorry, can't do anything about it" attitude and apart from the fact that it is very centrally based, would not recommend it in any way.

Transport & Parking

There were approximately three disabled spaces at the front - parking charges apply I think?

Access

Terrible! Either an extremely steep ramp to enter the building or through the fire exit at the back, appalling!

Toilets

It was in the basement reached by a tiny lift but it was acceptable with handrails etc.

Staff

On the whole, the waiting staff were nice enough but the manager when I arrived was totally perplexed at my requests. I could not access the bathroom in my wheelchair so when I asked how I supposed to go to the toilet, he looked at me as if I had two heads! He suggested I used the toilet roll holder to "pull myself up with"! Simply not good enough sorry!

Anything else you wish to tell us?

The staff ALL need disability awareness training, it was completely obvious that they were not used to having disabled guests and did not have a clue how to help! Plus the access at the front needs improving, there are five steps to access and you have to alert reception to bring out a ramp - if you are alone, waving through the doors to alert staff to your presence is ridiculous, I do not think that the alternative entrance (i.e. round the back through the fire exit) is acceptable either. Access - dreadful, staff - uninformed, experience - dreadful!!!

Photos