This is the first negative review I've ever had to give. We stayed at The Golden Lion Hotel St. Ives. (13-14 Feb) We stayed in Room 20 which was very small and had the constant, very loud noise of the kitchen extractor humming. On the first night it was still on at 10.45pm and we had to ask Reception to deal with it and then it was back on, waking us up at 7pm. Whilst we understand the extractor has to be in use, this has ruined our relaxing break. We could not have a lie in or return to our room to relax. We spoke to reception 4 times about this and it would appear it is a known issue but tbh they couldn't have cared less and although we were told this would be passed to a manager, it was not. No service recovery and very poor customer service. We contacted The Coaching Inn group but have received no response. We paid £159 for this weekend and we are very disappointed by this hotel. We have stayed before in 2022 coincidently in the same room, but had no issues then at all. On booking or arrival we should have been made aware about the noise. We would have gone elsewhere. Also on arrival the key was flung at me with no welcome. I was just asked it I had stayed before and then had to ask where the room was. The room also had layers of dust on the carpets and the shower area had mould. It is in stark contrast to our previous stay where the staff were welcoming, no noise, clean room and breakfast was included. We were sad to see how standards had dropped.
This is the first negative review I've ever had to give. We stayed at The Golden Lion Hotel St. Ives. (13-14 Feb) We stayed in Room 20 which was very small and had the constant, very loud noise of the kitchen extractor humming. On the first night it was still on at 10.45pm and we had to ask Reception to deal with it and then it was back on, waking us up at 7pm. Whilst we understand the extractor has to be in use, this has ruined our relaxing break. We could not have a lie in or return to our room to relax. We spoke to reception 4 times about this and it would appear it is a known issue but tbh they couldn't have cared less and although we were told this would be passed to a manager, it was not. No service recovery and very poor customer service. We contacted The Coaching Inn group but have received no response. We paid £159 for this weekend and we are very disappointed by this hotel. We have stayed before in 2022 coincidently in the same room, but had no issues then at all. On booking or arrival we should have been made aware about the noise. We would have gone elsewhere. Also on arrival the key was flung at me with no welcome. I was just asked it I had stayed before and then had to ask where the room was. The room also had layers of dust on the carpets and the shower area had mould. It is in stark contrast to our previous stay where the staff were welcoming, no noise, clean room and breakfast was included. We were sad to see how standards had dropped.
