The front desk person upon checkout was not helpful at all. I was with a business colleague and we both booked at the same time and his rate was more expensive. When we questioned, the clerk seemed uncertain of what to do, so he spoke to manager. The manager said, the rates are different because you booked at different times, then said, because you booked a king room. When I asked where my points were, he totally ignored me. No more for me at this chain.

I’m a loyal IHG member and therefore have been extremely disappointed with a number of things which have occurred during our stay at the property.

I must first add that I’ve stayed here before and have had a positive experience previously, I’ve even recommended the hotel as well. However over this stay there have been a catalogue of issues which are unacceptable.

1. Housekeeping: our room wasn’t cleaned on 28th August. We returned at 9pm to it being uncleaned with no toiletries, towels etc.

Additionally the cleaning on previous occasions was frankly poor, counter tops in the bathrooms still had toothpaste marks and in the main room the bins crumbs which were on the main counter hand not been wiped clean.

Housekeeping on multiple occasions failed to refill the towels and on one occasion 29 August did not refill any toilet paper. There was none in the room upon our return.

2. Noise: On Saturday 24th August, we had the misfortune of trying to sleep with the noise from the penthouse floor where the music was loud. Not satisfied with keeping guestsup; staff at the end of the event started dragging furniture which was inconsiderate and unnecessary after midnight.

Additionally we somehow were placed in a room with two adjoining doors on each side. This was a first for me- we had disruptions from both sides and at one point had to notify reception of late night noises and screams from the neighbours.

High pitch electricity humming: the wiring to the headboard on the bed led to a high pitch which was annoying. We had to unplug the connection under the bed several times to stop this sound. It kept returning.

3. The Elevator: One of the two elevators has not been in service since we last stayed here in June. To add insult to injury; the elevator broke on Saturday and we were forced to go back and forth to the 8th Floor by stairs.

I would say your staff at front desk and in the breakfast area were all very polite and apologetic. However given this catalogue of issues an apology just will not suffice.

Making things worst; we wrote to the hotel General Manager who has failed to acknowledge or respond to our concerns.

Staff seem embarrassed by this and it is a real shame given positive experiences with all IHG brands including HIEX in the past.