Old Town Chambers, Autograph Collection

The hotel's location was incredible and definitely its biggest highlight. Unfortunately, the service and overall experience did not match what I would expect from a 5-star hotel. From the moment we arrived, the check-in experience was not the best. The front desk staff member did not greet or welcome us, which felt very unusual for a hotel of this standard. The staff also did not appear professionally presented or dressed in a consistent uniform, which made the first impression feel quite unpolished. We stayed in the Family Suite, and it honestly felt very worn, as if it had been used for years without proper upkeep. To make matters worse, we were welcomed by two large insects in the suite and had to deal with killing them ourselves. When we tried calling reception from the room, the phone was not working. After going down to the front desk, we were told they were in the process of changing all the phone lines and were given a WhatsApp number instead. This should have been communicated to guests during check-in, rather than having us discover it ourselves. Housekeeping also fell below expectations. Even after the room was cleaned, there were still food traces and too much dust in the corners, so the suite did not feel properly cleaned. It also seemed like the hotel was understaffed. The same staff member who helped carry luggage was also assisting with check-in and handling concierge requests, including reservations. While he was doing his best, it gave the impression that there simply were not enough staff members available to provide the level of service expected from a 5-star property. Overall, the location was fantastic, but the lack of professionalism, cleanliness issues, and understaffing made the stay disappointing.

The location of this hotel is incredible! The staffs are friendly and the rooms are clean and spacious.

Hotel was our favourite place to stay in our UK trip. Beautiful room. Highly recommend.

Nice location and the staff are accomodating