Our stay started off really well. On arrival, the property looked lovely, the room was good, the location was convenient, and the service seemed perfectly decent. Unfortunately, what happened on our second night completely ruined the experience. We returned from a wedding at around 2 a.m. to discover cockroaches in our room. My girlfriend is extremely frightened of cockroaches, so staying in the room was simply not an option. I immediately went to reception to ask if we could be moved, but was told there were no alternative rooms available. What made the situation so much worse was the complete lack of help, empathy or willingness to find a solution from the front desk. We were effectively left to deal with the problem ourselves in the middle of the night. We even attempted to sleep in reception before desperately calling around 15 other properties to find somewhere to stay. Importantly, the receptionist specifically promised us that if we managed to find alternative accommodation ourselves, the property would cover the additional costs. Given that assurance, we continued searching and eventually managed to secure a room near the airport for approximately £200. Along with the additional taxi costs, we incurred over £200 in unexpected expenses, which we reasonably believed would be reimbursed based on what we had been told at reception. Upon returning home, we contacted the property to explain what had happened and request the reimbursement we had been promised. Rather than honouring the receptionist’s assurance or showing any genuine empathy, management initially offered a 75% refund of the second night, seemingly expecting us to be grateful. After approximately 50 emails back and forth with the manager, they eventually agreed to refund 100% of the second night. However, they refused to reimburse any of the additional accommodation or transport costs we had incurred, despite their own receptionist explicitly assuring us that these costs would be covered. What disappointed me most wasn’t just finding cockroaches in the room, although that alone is unacceptable. It was the complete lack of accountability, compassion and customer care afterwards. We were promised financial assistance when we were left stranded in the middle of the night, only for management to go back on that promise once we had paid for alternative accommodation ourselves. To make matters worse, Booking.com was equally unhelpful and did nothing meaningful to investigate or assist us with our complaint. A hotel should be judged not only on how it treats guests when everything is going well, but also on how it responds when something goes wrong. Unfortunately, this property failed spectacularly when it mattered most. What started as a lovely stay turned into an extremely stressful, expensive and disappointing experience. Discovering cockroaches in our room was bad enough, but being promised reimbursement and then having that promise disregarded made the situation even worse. I would never stay at this property again, even if I were paid to do so.

Where do I even begin? The quality of the room is not up to standard at all and is extremely dangerous and is a safety concern. When i tried to take a shower the entire shower glass door smashed down into shards and fell onto me. I obviously got hurt from this and there were shards of glass everywhere on me. How does this even happen for a 4 star hotel?? i’m just shocked. as i was injured, me and my family rushed downstairs to ask the receptionist for medical attention yet the receptionist seemed as if he couldn’t care less and did not entirely take on the gravity of the situation that i could have been seriously hurt by the shattered glass door had i not jumped out the way quick enough. he was very dismissive and even a simple medkit was unavailable. we had to ask for hospital details and he did not immediately provide us with this information which i find to be extremely rude as we had to constantly ask for help and he kept brushing us off. the whole night (at around 11pm) we were rushing round different hospitals to find a place where i could be treated, and whilst this was happening we had obviously asked for a new room which also they did not immediately offer we had to ask for which is just awful customer service, they moved us around five different times and each time that room was already occupied which made it very inconvenient to move around as only one person from our family was moving all our bags (since the rest of us was looking for hospitals to treat me at this time). just absurdly uncoordinated. and one of the rooms we booked turned out to only have 2 beds despite booking a room for 3. when we returned from the hospital the receptionist that was “helping” us ran away. he ran away. he was just lying to us the whole night as we were asking for his manager and he just kept delaying it and just kept lying, i can’t even begin to say how misleading he was. it was overall just an awful experience as they just kept dragging the time that we could meet the manager. the day time receptionist was much more helpful and we were able to meet with the manager which then was utterly useless as apparently the manager just said that this could happen to anyone and at home,etc. and said he couldn’t do anything since he had to talk to his general manager. sorry what??? they were in no sense apologetic whatsoever. furthermore they had moved one of our booked rooms (since we were a family of 8, booking 3 rooms) without ever informing us and so when we came back the room key card was not working and we had no clue if all our stuff was still in there. i find this to just be so frustrating and neglectful that not a single message could also be sent out to just ask of even inform us that our room was moved. all of this is just putting it lightly too. in addition at around 2 - 3am the construction noises/roads/people talking was insanely loud and no sleep was possible either. the minibar is also extremely overpriced and i’m pretty sure the bottled water is just tap water that they have refilled. for my room (3 people) one of the beds is one of them foldable really weak beds with little support. overall terrible experience, it’s a really big shame.

do NOT book. I had a horrible experience. My sister reached for the shower door and the entire glass shattered and went all over her. Her arm was bleeding so we asked the one person on duty (the receptionist) Dennis for help. He had no idea how to assist, we had to ask for a medkit which they did not have. We were given a few gauze squares and some sort of disinfectant. Naturally, my family was worried about stuck glass in the bloodstream. Dennis was running away from responsibility and did not immediately deliver help when requested and was serving water downstairs instead. Appauling. Not only this, he originally said the hotel could pay our bills for taxi rides to hospitals/ treatments etc then proceeded to tell us it was not possible. While my sisters and I were rushing around a foreign country looking for medical help, my mother tried to get a new room as our original one had broken glass. She was left to heave heavy bags without any help or even an offer for help to 5 different rooms which were occupied already, before having to switch rooms with our friends who got moved to a different room that they were not informed about. In addition, their personal belongings had been touched and moved without permission. Once we returned from the hospital (there was a 3 hour wait so we did not get treated) we ended up fixing and plucking out the glass ourselves because the hotel said "there was no one qualified to do it" despite none of us knowing what we were doing either. (Our taxi driver who could not speak english was more helpful.) We had asked to see someone in charge as Dennis said he did not have enough authority. By 3am, we were all exhausted and as we were returning to the hotel, we witness Dennis spotting us and sprinting out the back door. Shocking. Everyone proceeded to push responsibility around so we just asked to see their manager who was said to be there at 8am the following morning. By 9am, there was still no sign of said manager because of "traffic" despite the manager being on a moped. That evening the manager was still not found. Next morning we wait until 10:30am and finally find the manager who claims there is nothing he can do about it and that his staff responded correctly. We were constantly dismissed, pushed around and not taken urgently, there was so much that could have been done better. This hotel clearly do not care about guests and feel like making excuses to save their own skin is more important. I'm only rating 1 because I can't give 0.