I'm sorry to hear that, I've had a couple of bad experiences, I've always asked to speak to the manager and have had a good response from them in terms of resolving any issues.

I stay here quite often and find they are consistently good. I do find it odd that they are able to provide smoking rooms, it may not be official though, quite often you can smell smoke in the corridors at the 'back' of the hotel, which isn't very pleasant.

The only times I find that they begin to
Struggle is when they are full, especially when flights have been cancelled. It's a big property and I guess most hotels would struggle in that scenario.

It is a good hotel and suits my needs very well. The Hampton at the North Terminal is good, but obviously does not provide the same facilities.

I would email the hotel explaining the issues you faced, I would be surprised if they didn't come back with a positive response and try and put things right the next time you stay with them.