Originally Posted by
m0hamed
My last review was of a suite where the water pipes in the sinks were physically disconnected by engineering without any warning and rather than telling us the room was unserviceable, they expected us to occupy a room where we couldn’t wash our hands. I originally called because there was no water. I asked them to look into when we were out and came back to the below. No message, no note, no acknowledgment or contact. The water had been disconnected prior to our arrival and we only discovered the below when my husband looked under the sink.
I called the Duty Manager who argued there was nothing wrong with the room. I had to get Hyatt Consumer Affairs to intervene.
Never experienced anything like it in all of my years travelling. First hand accounts are ‘credible.’ I have absolutely stayed multiple times at this property, always in suites.
We checked out and moved to the GSY where Sholto’s team had the suite ready in 20 mins and a bottle of Vueve because he understood how appalling this experience was.
The GSY outshines the Churchill in every way, except the suites are smaller. The service is far more polished, F&B far superior, and the product newer and more modern.
All hotel chains offer elites late checkouts while also honouring standard check in times. This isn’t unique to one property.
If you’re willing to pay 500GBP for a mediocre hotel with a zoo like breakfast, go for it. I choose to spend more and moved my stays to the Rosewood. I will never return to the Churchill.
I’ll never understand posters who dismiss real experiences at a property and defend terrible behaviour because it doesn’t fit their view.
I would be irate too, unacceptable by sny standard. And I might never go back and advise others similarly - but it’s also contrary to my 8 or so stays there, usually a week long, which makes the label of terrible and mediocre somewhat extreme in my eyes (even though you were treated terribly on that occasion -or were you treated terribly through the decade you stayed there?).
if your standard is the Rosewood, great for you, not attainable for me. I wouldn’t bother with any loyalty program if I had the wherewithal to make the Rosewood my standard.
It’s not your experience that I discounted, its that it should be the general expectation that the property is (consistently) mediocre and terrible, not that a guest had a very poor experience.
if you think Marriott doesn’t have “your room isn’t ready(at posted check in time) issues when using SUAs”, my first hand experience is otherwise.
I was treated very poorly once at a 3* Alain Ducasse restaurant and never went back to any of them (in fact fantasized about sticking pins in a Ducasse voodoo doll). But that doesn’t mean it’s a common occurrence and the restaurant is mediocre.