The room was spacious, we did appreciate that, even if the towels were not for 2 people, we were expecting towels for 2 people, as we booked the double room for us as a couple. but the staff was so distracted and even looked bothered if we wanted their help. For instance, the first night we stayed at the hotel, we politely asked for a bucket with ice and a male member of the staff with some dreads laughed at me and asked me twice, laughing: “A BUCKET WITH ICE?!?”, I politely asked that’s what I need even if I was feeling that he was having fun of me, as a guest, replying after: “The best I can do is a glass” and I was like: “ok, I appreciate” and he continued: “But why a bucket?”, the customer service is a 1/10. Disappointing. we’ve been treated racist and unfair. Also, when we arrived at the hotel, was a bit early and another female member of FH staff wanted to charge us £20 more for checking in with 20 minutes before 3:00pm and we decided that we can totally wait 20 more minutes. Only one female receptionist was very helpful and polite, because we had to ask for extra towels and she was so happy to help. Really appreciate. But, the rest of the staff, awful. And the same male, at the check out, which was very early in the morning, looked bothered by the fact we were trying to thank him and to say “goodbye” and I handled him the key with the key tag where the room number was written and he didn’t even bother to look in there, but to call us when we were almost outside to ask us which room we stayed in.
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