location was good. Hotel interior was beautifully decorated.
Check-in took a long time, and we were only told after we had checked in that our room would not be ready for 3 hours. We would not have been too bothered about this, but we had not been told until after we checked-in and we weren't offered any refreshments while we waited. They said they would tell us when the room was ready but we were not informed. When we got into the room, it was small, dark, had 2 single beds pushed together and a view of smashed windows. Suitcases then took 20 minutes to be brought up. Staff seemed not to care when we rang reception to see if they had alternative rooms. Do not expect any little touches in your room (even an iron) this hotel likes to charge you for every single thing. For the price we paid for the room, we felt that it was extremely bad value for money. We have stayed in similar hotels to this across the world, and we have never experienced anything so poor from a 'Leading Hotel of the World'.
Since we were celebrating our anniversary, we decided we wanted to move hotels so we could enjoy the rest of our break. We were met with a confrontational attitude, and lack of care for customer satisfaction. They refused to refund us for the remaining 2 nights that we would not be staying at the hotel, 'because they would lose their commission with booking.com' (having spoken to booking.com while we there, we were informed this was not the case) The manager couldn't care less that he had unhappy customers. He even tried to up-sell us to a suite because they did not have any alternative rooms. After about 2 hours trying to resolve this situation, he finally agreed to refund us for one of the three nights, however we have still not been refunded for the 2nd night that we did not stay at the hotel. All in all, a very disappointing experience, and the customer service was absolutely appalling.