The City Hotel

Very Poor
Traveller Type: Traveling as Couple
  : At 11 pm water started pouring through our fire alarm causing the fire alarm to go off and the building had to evacuate. When we all got to reception we realised no staff were on the premises and it was basically impossible to get hold of anyone. After another girl rang the fire department and then got hold of vicky the management who arrived about an hour later and when returning back to our room water was flushing down in several places and the firemen deemed 3 rooms unsafe and had to turn electrics off for them rooms. Vicky assured us that the owner was on his way but it would take him an hour and he would pay for alternative stays for us. We were also informed that a flood happened back in July but it's clear the problem was never fixed. It got to about half 1 and it was clear the owner wasn't going to show up but we were assured by vicky that if we found a stay that night we would be reimbursed and given details to send our invoice too. After barely finding an alternative stay we got a message the following day saying we would be refunded the whole stay by Dylan i then told him i would be sending the invoice the following day and he said vicky would sort it on Monday and I'm still waiting to hear anything back from anyone. So the staff here are only on the premises about 3 hours a day so if you have any problems during your stay theres a high possibility it wont get sorted. Avoid!

Pleasant
Traveller Type: Traveling as Couple

Very Poor
Traveller Type: Traveling as Couple
  : We experienced extremely poor customer service and treatment after the hotel flooded and fire alarms went off during the stay, meaning we were out of bed for four hours during the night/ early hours. There was no out of hours provision so guests had to call the fire service themselves. It was extremely frustrating to learn that this wasnt the first time it had happened (a similar event in July) but the hotel clearly hadnt learned from past experiences. The floor in reception which had been damaged in Julys flood had all come loose and had been shoddily covered with a rug causing people to trip up.There was a smell of damp throughout and the rooms were dirty and full of bugs and insects.We eventually managed to get a refund authorised but the management were extremely dismissive and lacked any customer service or duty of care. Its a real shame as you can tell a lot of money has gone into the hotel but its not being maintained properly

Very Good
Traveller Type: Traveling as Couple

Very Poor
Traveller Type: Business Traveler
  : Bed was ok
  : Fire alarms was isolated in the upper floor covering the room I was staying in. This is illegal and really I should have requested a refund.The shower was a tap shower built into the bath tube. There was no shower curtain so the towels were used for drying the floor as much as they were used for drying me.Reception is unmanned after 19:00Parking is advertised but what they meant was the free council carpark behind the hotelThe hotel is situated next to train track and the trains go on up to 23:00. A freight train woke me up at 04:00. The presence of the train track was not clearly marked on their website.

Wonderful
Traveller Type: Traveling as Couple
  : Room clean and helpful staff
  : The road noise

Very Good
Traveller Type: Traveling as Couple
  : Good value, clean. Comfortable.
  : Noise, needs double glazed windows.

Poor
Traveller Type: Traveling as Couple
  : Nice interiors and furniture
  : Location was awful, right On a main road with nothing around it. Bed was extremely uncomfortable, couldnt sleepThe room was very dirty with a lot of insects The shower was extremely odd , with no door to the bathroom and water that poured out onto the floor

Good
Traveller Type: Traveling as Couple

Pleasant
Traveller Type: Traveling as Couple
  : The room was clean and fairly comfortable. Taxi required to get into town or to the races.
  : There was no door on the bathroom of the room we were allocated. Room 3. On return from our day out the key cards would not work to access the main property. After calling an emergency number, we waited in the cold and dark before someone came to let us in. Then no access to the room with our key card. Staff who attended recoded the keys. If you go through any of the three doors before you get to your room, always take the keycard as everything locks behind you.