Originally Posted by
ShadowPhoenix
Part 2
4. Housekeeping
The new coffee machine was later delivered to our room, and placed next to the broken-down one. We put the old coffee machine outside our room and asked the evening turndown service staff to take it away. She agreed to do it after she served all the rooms. Yet she never came back and the machine remained there until very late that night.
5. Spa
i. On the first night, I wanted to take a look at the pool/ jacuzzi with my kid, but the staff said rudely only guests in hotel bathrobes were allowed.
ii. We went at 7pm a day later in bathrobes, but were refused entry again as the receptionist said (in a good manner though) the kid session had ended. That was so upsetting! Why were we not told of such rules upon check in? They clearly knew we had kids!
iii. We saw other guests entering the spa/ pool area without bathrobes every day.
6. Breakfast
i. As a platinum member, two breakfast were included in our booking. But we were not told by front desk that only continental breakfasts were complimentary. We had to pay £5 extra each for ordering English breakfasts, plus service charge £6.75. That was totally overpriced considering the unexpectedly average quality of the food, very unworthy indeed.
ii. The staff service was bad too. Of the five days we were there, usually there were maximum four tables with guests. Though there were three waiters, no one proactively refilled water/ coffee for us unless upon request.
iii. Waiters and waitress seemed not properly aware of “professional” manner. They collected our plates before we finished eating. Besides, they hardly smiled and served meals not from the side but from the opposite end of the table, and we had to lean backward to make way for serving our meals.
7 There were people I wanted to thank: Norman and room reservation team.
i. On the first night we requested an extra chair, and Norman promptly brought one, probably from Winter Garden which was a bit far and took him a while to walk.
ii. He saw the old coffee machine outside our room so he collected it for us. The next day he asked if there's anything wrong with the old coffee machine and and why it was placed outside.
iii. Frankly he was the only staff in your hotel which we found hospitable.
iv. The reservation team was marvellous as they proactively responded to our request for adding our children to our room and making amendments to our booking later.
Our stay at Langley in 2019 was wonderful and that’s why we returned. Please understand our expectations of a luxury collection hotel.
Regards,
Hi ShadowPhoenix,
I'm sorry to hear you didn't fully enjoy your stay at The Langley. If you send a Private Message with your full name, reservation confirmation number, and contact information, we'll follow up on this for you. Thank you.
Robert V.
Social Media Specialist