- Liked: Cleanliness, staff & service, room comfort
Let down by poor information dissemination.
We decided to stay at Dukes as a special two night break. We didn’t want to do too much in town but had tickets for a show and we planned to sample the Martinis that Dukes is so famous for. Rest and Relaxation with an evening cocktail, what more could you ask for. On booking we were told there would be 10% off food and drink, we booked Dukes for the Martini but the voucher was only valid for the main dining room, please just tell us this when booking to manage expectations. We checked in on a rainy day, the lift wasn’t working, not a huge problem as the staff lift was in use when we checked in, later in the evening we had to walk up and down the stairs as the lift was not working, luckily floor four and no bags was manageable for us, I am not sure all guests would have felt the same. On our first full day we returned early to use the steam room, a wet day and reason for using the hotel. A great way to spend the afternoon before a night at the Albert Hall. We checked how to get to the spa with the lift out and were given directions, only to be caught up and told the steam room is not in use until 10 March. For such long term maintenance surely we could have been told before booking or even at check in so we didn’t cut short days out. On check out we were offered a free massage each if we stayed at the hotel again But this is after our days had been wasted and plans and expectations not met due to poor information sharing. Please just share problems in advance.