Dear Carina Thank you for taking the time to share your feedback. We're delighted to hear that you found our hotel quiet, well located, and comfortable, and that your family room was spacious and well suited to your stay while attending a sports event at EIS. It's also wonderful to know that you enjoyed our breakfast and full English selection. Please accept our sincere apologies regarding the air conditioning during your visit. We understand how uncomfortable this must have been during the warm weather, and we're sorry that you had to rely on the fan provided and sleep with the window open. We would like to reassure you that specialist air conditioning contractors are currently on site and working to resolve the issue as quickly as possible. Thank you again for your valuable feedback. We appreciate your understanding and hope to welcome you and your family back soon for a more comfortable and enjoyable stay. Kind regards, General Manager

Dear Rhiannon Thank you so much for your fantastic review! We are absolutely delighted to hear that everything was perfect from check-in to check-out. It's wonderful to know that our team made such a positive impression with their friendly and welcoming service. We're also thrilled that you enjoyed the room service after the gig – there's nothing better than ending a great night with a delicious meal and a comfortable place to relax. We're pleased that your spacious room had everything you needed for an enjoyable stay. Thank you for choosing to stay with us and for taking the time to share your experience. We truly appreciate your kind words and look forward to welcoming you back for another fantastic stay very soon! Warm regards, General Manager

Dear Guest, Thank you for taking the time to share your experience with us. I’m genuinely sorry to hear about the interactions you had during check‑out on both of your stays. No guest should ever feel challenged or dismissed, and I completely understand how upsetting and uncomfortable this must have been for you. It’s clear from your comments that we did not communicate effectively, and that the situation was not handled with the professionalism, courtesy, or clarity you rightly expect. Even when there is confusion around billing, our team should resolve it promptly, keep you informed, and above all treat you with respect. I’m especially sorry that you did not receive an apology when you requested one — that is not the standard of service we aim to deliver. I will be addressing this directly with the team to ensure they receive the coaching and support needed to prevent this from happening again. Your feedback is important, and it will be used constructively to improve both our processes and our guest interactions. Thank you again for bringing this to our attention. I hope we will have the opportunity to restore your confidence in us on a future visit. Warm regards, General Manager

Dear Mr Toon, Thank you for taking the time to share such detailed feedback. I’m truly sorry for the experience you and your guests had during what was one of the hottest weeks in the UK. Being unable to cool your room properly — even after being offered alternatives — is incredibly frustrating, and I completely understand how disappointing this must have been. Our team did everything they could in the moment, but I appreciate that this didn’t resolve the issue for you. We are already in the process of upgrading and replacing our air‑conditioning units as part of a wider hotel improvement plan, and your comments reinforce how important this work is for our guests’ comfort. I’m also very sorry for the concerns you raised regarding housekeeping standards and the breakfast experience. This is not the level of presentation or service we aim to deliver. I have shared your feedback with both our housekeeping and restaurant teams so we can address staffing levels, replenishment routines, and overall service flow to prevent this from happening again. I understand how disappointing it must have been to request a refund — especially as a loyal Accor guest — and I’m sorry that your stay fell so far below expectations. Your feedback is invaluable as we continue working on the renovations and repairs needed to bring the hotel back to the standard our guests deserve. Thank you again for bringing this to our attention. I hope we will have the opportunity to welcome you back in the future to experience the improvements once they are complete. Warm regards, Hotel Management

Dear Lynne Thank you so much for your kind review! We’re delighted to hear you had a comfortable stay and that you found the room clean and welcoming. It’s also wonderful to know our team made a great impression and that your check-in experience was quick and smooth. We truly appreciate your feedback and hope to have the pleasure of welcoming you back again very soon! Kind Regards General Manager

Dear Angela Thank you for taking the time to share your feedback. We are truly sorry to hear about your experience and that your stay did not meet the standards we aim to provide. Please accept our sincere apologies for the delay in your room being ready and for the situation you witnessed at reception. This is certainly not reflective of the level of professionalism we expect from our team, and your comments will be addressed with the relevant staff to ensure this is not repeated. We are also very disappointed to hear about the condition of your room on arrival, including the cleanliness issues, broken furniture, and lack of air conditioning. This falls well below our usual standards, and we completely understand your frustration. Please be assured that we are investigating these concerns with our housekeeping and maintenance teams as a priority. Our A/C contractors are currently working on-site to resolve ongoing air conditioning issues as quickly as possible. We genuinely regret that we did not provide the comfortable and welcoming experience you deserved, and we appreciate you bringing these matters to our attention. We hope you might consider giving us another opportunity in the future to restore your confidence in us. Kind Regards General Manager

Dear Ivette hank you for sharing your feedback. I’m delighted to hear that you found your room spacious and comfortable, and that our team made you feel welcome throughout your stay. I’m sorry that the noise from the container yard impacted your experience. We understand how disruptive this can be, especially during the night. Please be assured that the hotel is currently in discussions with the freight company to reduce the overnight noise, and we are working closely with them to find a suitable long‑term solution. For any future visits, we would be more than happy to allocate a room at the front of the hotel, which our guests generally find much quieter. While we can’t guarantee specific room numbers at the time of booking, adding this request to your reservation allows our team to prioritise it for you. We truly appreciate your feedback and your willingness to stay with us again. We hope to welcome you back for a more restful stay. Kind Regards General Manager

Dear Lizzie Thank you so much for your wonderful review! We’re thrilled to hear that you loved the rooms and found everything spotlessly clean. It’s also fantastic to know that you received great service both at reception and over at The Foundry—our team will be so pleased to hear your kind words. We truly appreciate your feedback and can’t wait to welcome you back for another great stay! Warm Regards General Manager

Dear Nicole Thank you so much for this fantastic review! We’re absolutely delighted to hear you enjoyed such great value for money and had a comfortable stay with us. It’s wonderful to know your room impressed you with its size and thoughtful touches — from the complimentary water and coffee pod machine to the dressing gown and slippers. We love adding those little extras to make our guests feel truly looked after. We’re also thrilled that you found the bed spacious and comfortable, and appreciated having both a bath and shower. It sounds like you had a really relaxing stay, which is exactly what we aim for. We truly appreciate you choosing to stay with us and hope we’ll have the pleasure of welcoming you back again soon. Warm Regards General Manager

Dear Carl Thank you so much for your lovely feedback! “We’re absolutely delighted to hear you enjoyed your stay with us! It’s fantastic that our half-board option made such a great impression, and we’re especially pleased you loved both the breakfast and evening meals. Our team works hard to deliver high-quality food and memorable dining experiences, so your kind words truly mean a lot. We can’t wait to welcome you back again soon!” Kind Regards General Manager

Dear Adill, Thank you for taking the time to share your feedback. I’m pleased to hear that you found the room comfortable and that our team delivered excellent customer service during your stay. I’m truly sorry, however, that your dinner experience did not meet expectations. Food should always arrive with flavour, care and consistency, and I completely understand your disappointment at having to send it back. This is not the standard we aim to deliver. Your comments have already been shared with our Head Chef and kitchen team so we can review what went wrong and ensure improvements are made immediately. Guest feedback is essential in helping us maintain the quality we strive for. Thank you again for bringing this to our attention. We hope to welcome you back for a stay where every part of your experience is as positive as the service you received. Kind regards, General Manager

Dear Neil, Thank you for taking the time to share such detailed feedback. While I’m pleased to hear that your first impressions were positive — including our parking, friendly team and the cleanliness of your room — I am truly sorry that the rest of your stay fell far below expectations. Your sleep was understandably disrupted by the activity from the container depot behind the hotel, and I’m very sorry for the impact this had on your night and the following day. Please be assured that the hotel is currently in communication with the freight company regarding the night‑time noise, and we are actively working with them to find a suitable solution to minimise disruption for our guests. I’m also extremely disappointed to hear that you did not receive a call back regarding your lost charging cable. This is not the level of service or follow‑through we expect from our team, and I will be addressing this directly to ensure it does not happen again. Your experience is not reflective of the standards we aim to deliver, and I sincerely apologise that we let you down on this occasion. Thank you again for bringing these matters to our attention. I hope we may have the opportunity to restore your confidence in us in the future. Kind regards, General Manager

Dear William, Thank you for taking the time to share your feedback. We’re pleased to hear that you found your room clean, tidy, and the bed comfortable — it’s wonderful to know these aspects contributed positively to your stay. We’re sorry, however, that our service did not meet your expectations and that breakfast fell short. Your comments are very important to us, and we will be reviewing them with our team to ensure improvements are made. We truly appreciate your perspective and hope to have the opportunity to welcome you back for a more enjoyable experience in the future. Kind regards, General Manager

Dear Christopher Thank you so much for taking the time to share your wonderful feedback! We’re absolutely delighted to hear that you had a smooth arrival and were pleased with your complimentary room upgrade – it’s always a pleasure to be able to add those little extra touches to our guests’ stays. It’s fantastic to know that you found our team friendly and enjoyed the excellent quality of our food. Your kind comments truly mean a lot to us. At the same time, we really appreciate your feedback regarding the breakfast temperature. Please be assured that we will look into this with our kitchen team to ensure improvements are made, as we always strive to provide the best possible experience. We’re so pleased that our location suited your travel needs, and we’re thrilled to hear that you’ll be visiting us again. We very much look forward to welcoming you back for another enjoyable stay in the near future! Warm regards, General Manager

Dear Michelle Thank you for taking the time to share your feedback. We are delighted to hear that you had a lovely stay and that our team could accommodate your early fried breakfast request—it’s always a pleasure to go the extra mile for our guests. We appreciate your comments regarding the air cooling system. We are sorry that it did not perform consistently across the rooms during your stay. Please be assured that we will look into this with our maintenance team to ensure a more comfortable experience for all our guests. Thank you once again for your feedback. We’re pleased to know you were overall happy with your stay and look forward to welcoming you back in the future. Kind regards, General Manager

Dear Hamza, Thank you for taking the time to share your feedback. We’re delighted to hear that you enjoyed a comfortable stay and appreciated the clean room, good food, and friendly service. Your comments mean a great deal to the team. We hope to have the pleasure of welcoming you back on your next visit. Kind Regards General Manager

Dear Wesley, Thank you for taking the time to share your feedback. We’re delighted to hear that our convenient location near the motorway worked well for your travels, and it’s wonderful to know that you found our team friendly, helpful, and available whenever needed. I’m also pleased that you enjoyed a nice breakfast to start your day. Your kind comments mean a great deal to us, and I’ll be sure to share them with the team. We hope to have the pleasure of welcoming you back for another comfortable stay. Warm regards, General Manager

Dear Graham Thank you for your feedback. We’re very sorry to hear that you were disappointed with your stay, particularly with the air conditioning and the beds. We understand how important a comfortable room is, and we sincerely apologise that the air conditioning was not working as expected and that the sofa bed did not meet your expectations. Please be assured that we take your comments seriously. The hotel will shortly be overhauling all room air conditioning units to prevent issues like this going forward. Your feedback regarding the bedding, including the sofa bed, will also be reviewed with our team. We truly appreciate you bringing this to our attention and hope we’ll have the opportunity to provide you with a much more comfortable stay in the future. Kind regards, General manager

Dear Guy Thank you so much for sharing such a wonderful review. We’re absolutely delighted to hear how much you enjoyed your stay with us. It’s fantastic to know that our team made you feel so welcome from the moment you arrived — their friendliness and genuine care are things we’re incredibly proud of. I’m thrilled your room provided the spotless, comfortable space you needed to unwind, and it’s great to hear how much you enjoyed the food throughout your stay. Our kitchen team will be over the moon to know their fresh, flavourful dishes made such a positive impression. Overall, your comments truly mean a lot to us. We’re so pleased your experience was smooth, relaxing, and memorable, and we’d be absolutely delighted to welcome you back whenever you’re next in the area. Kind Regards General Manager