I last stayed at this hotel about 10 years ago, however the service has really gone downhill.
Bad luck happens, but I was surprised to arrive and see the rooftop spa drained and unavailable for use, when this was the main reason I booked this hotel for my partner’s birthday and didn’t see a note anywhere either on Hotels.com or Pullman’s website stating it was unavailable. I enquired at the desk when it would be fixed and was told by staff that it “could be tomorrow, could be in a month”.
10 years ago, when checking in we had a great conversation with the receptionist and were asked if we were celebrating a special occasion (we were) and by the time we arrived up at our room, there was a bottle of sparkling wine and a handwritten ‘happy birthday’ note waiting for us. This time around, the staff member who checked us in seemed inconvenienced by the fact she was there and rushed me away without any chit chat.
The room was comfy but one of our teacups/spoons was dirty and had been used, which made us feel pretty gross. We ordered room service one night and asked for replacement cups and the staff didn’t seem to understand the request.
Our room didn’t get made up during our stay either, despite us seeing the housekeeping cart right next door to our room as we left and saying hello to the staff. The ‘please make up my room’ sign was on our door for about 3 hours.
I would’ve provided this feedback to reception but no one asked how our stay was on check out!