I am staying here right now and am an IHG gold member. I checked in this morning and was upgraded to an executive suite. Paloma was friendly enough. The key card didn’t work for the lift but it was sorted. The executive suite did not have a USB port which I needed and which one would imagine is standard. I was then moved to another standard room. That room had a dirty curtain and filthy kettle and tray. I then asked to be moved and I was moved to room 507. It had no USB port either so I went out to buy a plug. That room has chipped furniture and had an encrusted urine stain on the toilet - how disgusting. Also the skirtings are chipped and there is a neglected feel to it. The toilet had not been flushed and looked as if there were brown stains in it. I asked for it to be cleaned. That’s been done but it’s massively off-putting. The bath water was also cold so no warm bath after a cross Atlantic flight. I came back this evening and asked for an upgrade which I am prepared to pay for. Leo, the trainee first told me a twin room was possible but no double room. When he consulted the manager I was told no rooms were available for upgrade.
This hotel has cleanliness issues and has definitely deteriorated since I started staying here many years ago. I won’t be staying here again. The service is friendly until one has an issue and then it turns sour.

Stayed here for 2 nights. During the booking process was offered an upgrade to include 3 course meals for each person for £20. When checking in checked that this offer was included in the booking . The receptionist stated that this offer was dealt with by the restaurant. When we finished our meal on the first night we spoke to the waitress to be told it was dealt with when we checked out . We gained confirmation that the offer was indeed for the entire stay. We ate in the restaurant on the second night and billed the meal to our room account .
On the last morning we went to breakfast at 9am and when returning to our room found a member of the house keeping team ringing our room door bell. We questioned her to see if there was a problem as this was our room, to be asked if we were checking out today . We confirmed we were and were asked ‘what time as I need to clean the room ‘ I have never in all the times staying in a hotel been asked when I was leaving so the room could be cleaned. We were made to feel so unwelcome and in the way. We changed our travel plans to vacate the room!
Upon checking out we spent half an hour dealing with the final bill as we were told the meal offer was only valid in the first night and we should of been given vouchers when checking in! Despite the E mail stating entire stay the receptionist stated this was not the case and no members of the worked in a Sunday to deal with the issue . No manager was available either . After a lot of time they did honour the offer but I have never been in this situation previously when staff do not know the offers the company they are working for are offering or how to deal with issues .
I have definitely not been asked when I am leaving a room so it can be cleaned when I have a time to vacant the room. On this occasion it was 12 pm.
A pleasant stay ruined by feeling as though we had over stayed our welcome !
A little customer service training needed I feel !