Eloise Nichols 2 months ago

Booked an executive king room with two course meal and requested an accessible option as a wheelchair user. When we arrived our room was not ready and the staff said this was because I had opted for an accessible room. We waited around half and hour to get the keys. Our room was on the 7th floor. Not an issue unless there was a fire. The only thing accessible about our room was the fact it was opposite the lift. Immediately as entering the room I was not able to move around the room in my chair due to size and furniture placement. I was unable to access the bed, toilet, shower and sinks. (Any facility) luckily I am able to manager a few steps around the room. My partner ran a bath only to find the plug did not work to drain it. There was shards of glass on our bed and the TV (that we payed extra for sky) did not work at all. We called reception and asked to chance to an accessible room and where told they do not have accessible rooms of this standard and we would have to move to there standard double the price of this a night is £50 less than what we payed. Once we moved into the accessible room we went for dinner where I was served a soup that was inedible due to the amount of pepper a burger that was raw in the middle and fish and chips that where significantly over cooked. When these issues where raised with reception we where given vouchers for a free coffee as an apology. Unacceptable for this standard of hotel.