Firstly, I'd like to complement the staff on duty who have been helpful, friendly & willing. We booked a Luxury Suite for 3 nights. Upon check-in/ arrival we were allocated a Luxury Room (as we later found out) the only Luxury Suite was already occupied! We have Pre-paid for our stay in a Luxury Suite. We have asked to be compensated for the room downgrade. We will be changing rooms today, but as a result we haven't unpacked or been able to settle in & relax which is disappointing. We had booked 3 nights here (in a Suite) for that very reason. Our current Room, Dock House Room 4 - desperately needs some TLC. - Ripped & stained bedroom curtains; - shower needs a deep clean & maintenance; shower head not working properly; - bedroom carpet is heavily soiled, stained & in dire need of steam cleaning; - bathroom tiles need new grout; - toilet flush is (still) broken - lock to patio door was broken upon arrival - we requested firm pillows in advance. These were not provided & had to be requested late at night when we went to bed. Also, the aircon in gym is broken. It is the height of summer! We're now paying to use the Virgin gym down the road instead. This is one of the reasons we booked here as it had a gym on site. This establishment is not worthy of five stars. Reading some of the other reviews, basic maintenance & upkeep appears to be lacking. When did the GM last spend a night in hotel, or even inspect the hotel rooms individually? Let's see how we get on for the rest of our stay...
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