Frequent.traveler
I stayed at this hotel back when it was still the Kempinski and always had a pleasant experience. This time, under the new IHG Vignette Collection branding, the stay fell far short of expectations.
Upon arrival, there was no one outside to assist with luggage. Staff members only rushed out after they saw me already pulling my bags from the car myself. The check-in process was noticeably slower, and I wasn’t offered an upgrade — which used to be a regular, appreciated gesture during my previous stays. I was given one of the smallest rooms I’ve ever had in this hotel.
The room itself had several issues. The microwave didn’t work at all, so I couldn’t heat up the takeaway I’d brought. The bedroom TV remote wasn’t responsive; I struggled with it for a long time and eventually just managed to turn the TV off, but not control it. The worst part was the noise from the room above — constant, disruptive sounds that went on until well past midnight, severely affecting my sleep. I did call reception about it, but the noise continued.
Checkout felt impersonal and rushed. No one asked how my stay was. I simply handed over my room key and that was it. When my pre-ordered car had trouble finding the hotel entrance, I handed the phone to a staff member expecting them to guide the driver. Instead, he simply found out where the car was parked, handed the phone back, and left me to drag my luggage there on my own.
The only positive is the central location, which remains excellent. But for service, room comfort, and attention to detail, this was a letdown. I hope they can bring back the standards they used to have.
