Check in was good. We was greeted warmly, told that despite our short stay we should make the most of the facilities and informed of the pool and gym opening times, he even helped us when the keys were not working, and helped us find a shop when the restaurant was shut.
Issues came on check out, we checked out on time. We asked if we can use the pool and gym as we had a later bus (less than 5 mins away, hence us booking this hotel) we were told yes of course but the pool was shut for the next few hours as it’s raining.
Less than 5 minutes later we were informed as we were checked out we cannot use any of the facilities. I asked why not, and what policy of a 5 star hotel is that, the manager then informed us this is a perfectly normal hotel policy. I’m not sure I agree?
The property was practically empty, (half the rooms still have builders in) so I’m really not sure why. Also it’s a 5 star hotel, I’m not sure I’ve seen any comparable hotels say we cannot. The manager went on to say if we paid we can use them. He did say as a good gesture we can use the toilets for free as a good gesture, and that this is all you “could expect on the day of check out from any other 5 star hotel.
5 minutes later he said we are allowed to use the facilities free of charge but at this point the visit had a sour taste.
Insisted the policies are clear on the website, that when you check out you aren’t allowed to use facilities
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