Dear Noura H,

Thank you for sharing your feedback regarding your recent stay with us.

I am so sorry that you did not like the first bedroom that was allocated to you on. Due to the building being a Grade 2 listed building and not a purpose-built hotel we have several bedrooms and bathrooms of differing, unique shape and size. I am also disappointed to hear your room was given to another guest. Your comment has been shared with our Front of House Manager in order for him to take this up as a training opportunity with his team.

Please accept my unreserved apologies for the dirty bed linen. Stained linen is sometimes found amongst cleaned delivery because the stains will not come off I personally take the hotel hygiene very seriously. I have since discussed your episode with my Executive Head Housekeeper so we can fine-tune our efforts.

I do hope that your impression of the hotel is not permanently tarnished, and remain entirely at your disposal should I be able to be of assistance in order to personalise and improve future experiences.  

Kind regards,

Ian Fletcher
General Manager