Dropping standards in every area, very disappointing
I have stayed at the cumberland on a few occasions now and it seems like the standards get worse and worse everytime i go. when i got to my room the first thing i noticed was how awful the room smelt, secondly i realised that it was a non smoking room when i had requested a smoking room, lastly it was really dirty, hairs in the bath and on the shower curtain, dirty mirrors and floors and generally grubby everywhere else. i called down to reception but it was impossible to get through, just rang out. i eventually got the call centre but they couldn't get reception either. the girl in the call centre said she'd get someone to call me back butafter 30 mins no one had so i called again. after being on and off the phone with the call centre she told me that there were no other rooms so they would get someone to come and freshen the room and give me an ashtray. well i had ordered and eaten a room service meal (this was actually very good) before someone brough the ashtray and no one ever came to freshen the room. i eventually got bored of trying to get someone on reception to pick up the phone and went to bed. the next day i asked again if my room could be freshened, i was told it would be but when i returned later that evening it still smelt the same as was just as grubby. as i ahd not got back till after 10pm all i wanted to do was sleep so i left it as i was leaving the next day. there was a conference on whilst i was there so i suspect that they were under staffed and couldn't cope but really they should provision staff for these busy periods. the location of this hotel is so perfect but even given that i'm not sure i would stay there again now as there are better hotels in the area that are priced much the same and offer superior service and standards. very disappointing all round
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