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The room was a little dusty and the bedding looks worn. I found hair on the desk which was a little off putting. Otherwise the room was fair for the price and location.
I liked how cozy our room was. The snacks provided in the lobby were delicious! The location was amazing. We were able to walk everywhere, which had been our goal. Overall, excellent hotel! I wish the bathrooms were a bit bigger.
It was a very comfortable and clean room. Probably taller than it was long but unless you're bringing a pop-up trailer with you there's plenty of room. The bed's comfy and the shower is really nice. They had a hair dryer to use. There's no fridge but that's not a huge deal. I would have liked to have a safe since it is a city, but it's not in a rough area. Some people complained about the two elevators, which is a bit odd but not so much so that you should be like the one guy I passed who was trying to figure out how to get out of the lobby (I mean he got in there in the first place, somehow). There's a big mall with a food court right across the street and all manner of fast food in the block between 15th-16th not to mention most everything you'd want to see or do is basically walking distance (under 1-1/2 miles - South Philly/Italian Market, Liberty Bell/Independence Hall, Eastern State, City Hall, Chinatown). I'd really recommend the hotel, and that you do walk places, don't take the tourist bus, you'll see a lot you wouldn't otherwise. Someone else complained about the parking, I had no issues, it's a city, you pay to park, and it's not like you're walking more than half a block (it is literally across the street). WiFi speed: 18-20MBps was what I got. The staff while extremely polite were not really the most helpful, everything was "It's not my call" when it came to business. I had to jump through a bunch of hoops just to get my stay extended, and they had me put down $50 per night for incidentals (would've been $150 if I'd used cash). There's no mini-bar and I wasn't planning on ordering room service, so this made no sense to me.
Affordable with nice accommodations. There was always water, sparkling water, tea, and coffee available in the lobby. To operate the elevator you have to put your key card in, which made me feel safe. There were snacks in the lobby the first night we got there and then they all disappeared...it was weird!
I LOVED being able to get seltzer water in the lobby 24/7 and I loved the coffee machine in the lobby, too! The computer workspaces in the lobby were also very, very helpful. It didn't have a lot of silly extras -- the rooms were spare but completely adequate. The maids actually left the towels alone if they were hanging (so they weren't laundered needlessly). My husband complained that the bathroom was so cramped and that he had to hold the toilet seat up when he wanted to pee. The fridge was in a cabinet which wasn't installed so well so it was tricky to close.
Rooms were very clean like the coffee set up for the guest and especially the water. Employees very pleasant and accommodating N/A
Comfortable bed, good sized room, great location, great room service. The fire alarm kept going off throughout the night and we didn't have any hot water and could not shower in the morning.
The room was never cleaned and we spent 3 nights until I complained to the manager. One of the elevators was broken all weekend which left a single elevator for all the guests and staff. The lines for the only working elevator were very long sometimes taking 20 to 30 minutes to be able to return to your room. Very disappointed. I asked fir an adjustment to our bill or some accommodation however nothing was done. We will not return.
Great staff. The listing mentioned free parking. It was not- only 35% off
. Staff . Convenient Location to Restaurants & Shopping . Nicely laid out rooms . Warm inviting lobby area . Parking Endorsement (Parkway Parking Garage) . Filtered Water on each floor . Free Wifi . Limited assortment of Pillows (one size does not fit all) . Bathroom baseboards should have been cleaner (left a mix impression- even though rest of room was fine)
Location The staff is poor when it comes to taking care of customers. Will never stay there again.
Excellent location. Nice lounge/lobby. We were not given the room we paid for. Instead we were placed in a room with one bed and our son had to sleep on a cot. They refused to adjust our charges. The next night we received a room with a sofa bed, but it had old sheets on it.
Huge room, comfortable bed This hotel is unsusuccessfully trying to be a luxury hotel, which it does look like. Looks aren't everything though. The way you're treated by the staff is most important in a luxury hotel. This where the Warwick falls flat on its face. The "doormen" never acknowledged us going in or out. When the bellman showed us to our room, we asked where the ice machine was, instead of filling our ice bucket, he showed us where we could get our own ice--pretty classy guy. Now for the maid service: When we showered the first morning, there ware only two hand towels, one of which we had to use as a bath mat. My husband asked one of the maids on our floor for a couple more hand towels. Her reply was that she had none! We had to call housekeeping to ask for extra hand towels and a bath mat. When our room was done that morning, we got a bath mat, but no hand towels. They also failed to replace our coffe, coffee cups and drinking glasses. We were givien an hour extension for check out, but our maid knocked on our door three times to ask when we were checking out. All three times she knocked on the door were before noon! If Radison wants to run this hotel as a high-end hotel, they need to actually train there entire staff how to serve their guests.
Fitness facility is great. Some rooms are in need of a little tlc.
The location is great, and overall the hotel Is attractive and well maintained. Most of the staff are excellent, from the front desk to the cleaning staff. They were helpful and courteous. Relative to similar hotels in the area, it's a great value. This stay (our 4th, but first since it's no longer a radisson) we encountered a MAJOR problem at 4am, and with two young children to be displayed in the middle of the night without our belongings was awful. The night staff and cleaning staff were great but the manager on duty was unbelievably awful, as if we inconvenienced her when her shift started at 8 -- 4 hours after we started dealing with the issue. Instead of commiserating with awful circumstances and asking how we could be helped to be comforble, she mostly left us to or own devices to figure out clothing, food, and basics for two little children who'd been up all night, and had to be pressured to provide basic information about a plan for us to be able to leave. Unreal.
Location A little dated and the front desk is a little all over place
The hotel has a very nicely decorated interior and decent-sized rooms, especially for the location. Arrived at 3:30 pm and was told that my room was not ready. Had to walk around town for a while until I received their call that my room was ready, which I got at around 5:45 pm. I was only staying one night and I feel slightly ripped off as I was not able to relax and shower before an event I had at 6:30 pm.
Fully recommend this hotel
Very convenient location. Clean room. Good fitness center. Several other parking options less than a block away for less $ than hotel parking. The front desk staff were not very helpful upon check in and volunteered no information at all. Hotel has no in house lobby bar.
King sized bed. Way over priced, took forever to get water sent up to our room, parking is expensive too...
Clean, friendly Expensive, not as many amenities as other hotels up the street
Racist white staff.
Luxurious rooms, great location, right next to Rittenhouse Square. Parc restaurant around the corner is amazing. Hotel was late getting my room ready. Tried to check in at 3, was told a room would be ready in half an hour. They never called to say it was ready, but when I went back to the desk at 5, they had plenty of rooms. Also, asked about complimentary airport shuttle and was told there was one every 30 minutes. Shuttle was on time, but the driver insisted it was not complimentary, charging me $10 when I got to the airport. Didn't have time to argue, but front desk should have been clear when I asked about a "complimentary" shuttle.
Fitness center was nice and the room was clean. No rooms available at 3:00 check in. The desk clerk said he would call when a room is ready but he never called. The maid was the nicest hotel employee. The staff said they have self parking but that is not true, it is just side door valet parking.
The staff was friendly, respectful and professional.
Great location, clean and very friendly hotel staff. The Art Bar left a lot to be desired. Poor food and service.
clean, nice staff, secured parking, spacious rooms, microwaves in room, no smoking, comfortable bed and sheets Daily parking was over $40/night
Noisy and crowded they day we were there a plain clean serviceable hotel Two things. Our room was between two college kid rooms with multiple tennants. They were polite but busy Other was we went to happy hour and the price was not honored
Great location to tourist sites. Rooms are moderdon, clean, spacious. Room are not very sound proof.
the view and the room was lovely, the hotel is close to the city hall and to the museums. Bar on the first floor is good. The pool was not very clean (passable) and people had to ask several times for towels. The pool area can be a great place - just add some plants, get rid of ugly fence, put a bar there....
Construction at an adjacent building seemed to go on all night long. Unable to have any silence or sleep. And then there was a taxi "horn-honking" demonstration in opposition to Uber. Worst hotel experience of my life.
The bedding is super comfy and the overall look is modern and very pleasing. Great staff. The room was a tad too small for me.
Beautiful boutique rooms N/A
It's clean, the rooms are really nice, and it's in a great location. I have no complaints. This place was awesome.
I love the nicely decorated rooms and modern feel. Great location. Rooms not quietly. Could hear all traffic from the street and noise from other rooms and I was on the 9th floor. Would like to see Sonesta to replace those thin windows with something better.
Clean & facilities are modern Room is describe with "city view", only view is an office building across our room. No full service restaurant in the hotel but walking distance to everything.
Location is perfect for shopping and eating. Room was quiet, clean and comfortable. Staff were warm, welcoming and helpful. Loved the slippers, thick towels and soft sheets. Lanvin bath products - wow! Nothing. I would easily stay here again if I can find a good rate.
There were many stains on mattresses, Knicks on walls and doors, bedside glasses were not cleaned/replaced each day, gym was filthy with sweat stains on machines and equipment and floor. This hotel is desperately in need of an upgrade/remodel
The whole staff is professional and friendly. When they say hello,good morning or ask how your stay is going, it's all sincere. It doesn't sound like a chore or they're just doing their job, they really care!
The Sofitel in Philadelphia is in a great location. It has beautifully appointed rooms, and the staff are gracious and warm. Typically, I feel very comfortable in any room I stay in. However this time, the air conditioner didn't work properly, and the shower didn't drain properly. It did dampen my enjoyment of the hotel.
Excellent location. Great bed. Gym was good
The staff was the best part. They went above and beyond to make my stay the best it could be. I wish the breakfast was included during the week. Needing to order breakfast in the morning is very time consuming.
Had a prepaid reservation for Sofitel and arrived a day late due to a family emergency. I did not have time to call the previous day and when I arrived the manager said they had cancelled my reservation, charged me for one day and that he 'would help me find another hotel.' Pathetic, at least could have called me before they cancelled my reservation. Never stay at the Philadelphia Sofitel again.
The staff and service were impeccable.
Love the hotel and the location. The bar was nice and the French fries late night were amazing. Met an old friend in Philly for one evening. We had a great day in the city, a wonderful dinner and retired to the room at eight PM to get reacquainted. At 10:15 we had a hotel staff member knock on our door to tell us we had noise complaints and to keep it down!!! There was also a note under our door say pleas keep it down the walls are very thin!!! Really??? 10:15??? And they want Philly to be known for the city of LOVE but only if you whisper! Disappointed the staff actually came up to tell me that. I will not be staying there again if I am doing anything but sleeping!
Te walls are paper thin. You can hear what everyone is doing around you.
They found and provided a mailing tube for us so that we could pack a poster and didn't have to mail it home. I little pricier than I would have liked.
Everyone was friendly, my room was rather large and I enjoyed the ambience. My room was mainly clean but I felt like certain surfaces needed another wipe.
Wonderful service, beautiful hotel. The beds and linens are very comfortable, as are the bath robes they lay out for you. We were celebrating a birthday and the extra touches were very much appreciated. The rooms can use a bit of updating, but all in all it was an excellent experience and will likely return again next year for another birthday celebration!
The hotel rooms were luxurious and left no stone unturned as far as comfort and cleanliness. They thought of everything even as far as robes, slippers, newspapers, umbrella.
room and atmosphere were gorgeous. staff very professional.
It was comfortable and quiet. The staff was well trained and gracious. It was well located for me.
Beautiful spa and facilities The restaurant closes too early.
Exceptional service that is sincere and not cloying. Staff is excellent, rooms are large and the bed is incredibly comfortable. My favorite hotel in Philadelphia. I wouldn't stay anywhere else. The spa is also spectacular. They are dog friendly yet you can't tell if dogs are really there. The rooms are solidly built and I am sensitive to dogs barking. No dogs barking here! The hallways and elevators are immaculate. This is just a wonderful hotel. The closest to European luxury with space.
Very accommodating staff, large room, great location. Well appointed. The air conditioner shuddered loudly each time it turned off.
the service was excellent with attention to detail.
We planned a quick last minute evening in the city and booked the hotel on a whim due to its location and proximity to our favorite part of town. In terms of location, this place can't be beat. You're within walking distance of what seems like hundreds of fantastic restaurants and highlife hotspots. The hotel staff is courteous and made us feel instantly welcomed and at home. My only criticism is that the room was a bit dated. It needs renovated. The shower definitely seen better days and looks like it was last done in the early 90s. The bed was very comfortable and we slept pretty good.
Location was great and rooms were overall quite clean. A little beaten up, but otherwise quaint. Lobby bar and front desk staff were very nice. Someone trying to get into our room in the middle of the night and the cleaning staff thinking 830 am is an okay time to come clean the room.
AMAZING CUSTOMER SERVICE!!!
The hotel was located near many of the downtown attractions and the staff was very friendly. We had a small issue with toilet (didn't flush well - may have been blocked). The people staying next door were load and let their door slam at 2:15 am.
Clean hotel and great price , good location . Staff was friendly and room was very nice PArking is $28 for one night
I think the front desk staff were amazing- it was the quickest chec-in and check-out I've ever experienced. The cookies upon check-in were literally a warm touch. The room was a decent size- with a great view of the city from the eighth floor. The pool hours were until 11pm- which was great because I got in on the late side. There was also a decent gym and a sauna with lockers that you could put a code in and use. The decor in the room was somewhat dated and showing its age. The bathroom was small and it took maneuvering to close the door. If you need absolute quite to sleep it may be a problem because you can hear the traffic from the 8th floor and any hallway activity as well. The cleaning people knocked at 8am to clean- when I was checking out anyway, so I could of done without the disruption.
Great location, fair pricing, nice rooms for a city hotel. No gift shop, though it is in the middle of a city so you could find things for sale elsewhere.
Right in the heart of downtown Philly. The hotel was centrally located to many attractions and shopping. Also really close to public transit. I was on the 16th floor and I could still hear the traffic noise in my room.
DoubleTree by Hilton Hotel in Philadelphia Center City is a class act! From the efficient, friendly check in to check out, we were treated as special guests. The staff actually cared that we had a pleasant, comfortable stay. We asked the staff for recommendations on moderately priced restaurants close-by and were pleased with our choice from their list. Our room was comfortable, quiet, pleasantly decorated and well stocked with adequate amenities. This is our third year staying at the Double Tree for the annual Philadelphia Flower Show and we have never been disappointed.
We booked the best suite on the 26th floor for our wedding night. The hotel gave two sets of our room key out so when we went up to sleep at 2am after our wedding, there was someone else's items in our room. They downgraded us to the open room on the 8th floor. I was not given a refund as the manager said it was an equivalent room... It wasn't. :(
We enjoyed out stay and had a nice room toward the back side of the hotel where street noise was less than rooms facing the front. There was some loud guests at 2am that were not quieting down even when security were engaged.
Parking was easy, front desk staff was polite and helpful - but housekeeping was loud and crass outside of our room in the early hours. Be careful if you are located in room 1602 - the housekeeping staff 'breakroom' is right outside your door. Directions for ice would have been nice - rather than the scavenger hunt I ended up going on.
The manager took great care of us after she was told about our disappointments. She was wonderful and made our second night much better than the first. Most of the other staff were very friendly and accommodating. The facility is extremely old along with the heating/air conditioning units. Our sheets had a hole in them. Had disappointment with 2 staff members who were a bit rude. Felt the crowd that hung out in the hotel bar and/or were staying at the hotel were a bit trashy. For the price per night, we could stay at the Sofitel or Four Seasons and get better accommodations.
The hotel and staff were extraordinary. i was always greeted upon leaving and entering the hotel. Oftentimes the bellman or concierge would ask if I needed anything. I must have looked a bit lost!!! The situation detailed below needs to be addressed because other than that, the room was most comfortable with a lovely view of City Hall northward Amanda in housekeeping was excellent in refreshing my room and being extra certain there was no detail that was omitted There wasn't anything "I didn't like!" However, The only "hiccup" I experienced was a slight odor of tobacco in. my room at the end of each day. When I notified the front desk they were quick to put a plan in place to remedy the problem. Unfortunately, the odor continued and was probably a function of the odor of the carpet, drapery and bedding.
Awesome building champagne at checkin have had many enjoyable and memorable stays. Understaffed, poor service sub par to other Ritz hotels. We were provided with wrong room on arrival. Room was somewhat dated and curtains had large weird stains on them. Carpet in room was also stained making it feel dirty. Restaurant service was horrible / waited 40 mins for a table then waited another 15 mins to get acknowledged by staff. Used express checkout, left some negative comments and asked for emailed updated portfolio via email - never received. I've had better service and value for money in other not so "refined" hotels.
The staff was incredibly friendly and very knowledgeable of the city. We had a great experience! They must have given our room away before we checked in. Our group of 3 friends got one king bed so we had to use a roll-away cot, which wasn't the most comfortable thing.
I have stayed at Kimpton hotels on the east and west coasts and I have always had an excellent stay. The rooms are clean and well decorated, the rates reasonable, the staff warm and welcoming and the customer service exemplary.
My hubby and infant stayed at this hotel for new years day, and we loved our experience. It was convenient to downtown philly, our city view king was spacious for a downtown hotel, and the hotel extras, like happy hour, morning coffee, and all day hot cocoa were lovely!
Friendly and accommodating staff Plenty of nearby restaurants No business center (but front desk was helpful)
Absolutely LOVED staying here. My boyfriend and I stayed here after the marathon. Bottled water when we arrived, champagne and the staff upgraded our room! We got there 3 hours earlier for check-in and because our Queen room wasn't ready yet and my boyfriend was visibly exhausted from the marathon, they gave us a King room that was ready. The rooms are the perfect size, comfortable bed, clean bathroom with amenities, and room service was fantastic. Free wine social hour by the fire was incredible. Hotel is centrally located with a lot of great food surronding. We'lol be staying here anytime we're in Philly! 18% gratuity and 5$ service charge placed on the food service is a bit excessive. The lady (who was so sweet) brought the tray into our room and had me sign a receipt that had a tip option on it. Just mad it a little uncomfortable. It didn't take away how amazing the food was though!
Location 1) Room was extremely small and uncomfortable. 2) AC Fan cycled on and off every 15 seconds or so keeping me awake during most of my first night there. I reported this to the front desk and asked that it be fixed, but was not. I had to turn off the AC the next two nights in order to sleep. 3) We had booked several rooms for a wedding party. Only 1 was available for check in at the advertised check in time. 4) Only 4 elevators for a 25 story building made getting from floor to floor very difficult. For example: getting coffee and ice (each available at only 1 location in whole hotel) took an unacceptably long time due to long elevator waits. 5) Staff was not very helpful. One of our guests left an item in another room. I had to follow up with lost and found 3 times before I was able to get it back. 6) in short...while I've stayed in many hotels in my life, this is one of the worst experiences I have had. Next time I will stay in a Red Roof or similar....my experiences there have been much better. This was certainly the poorest "value for dollar" that I've ever experienced.
We were in town for a wedding and gifted our reservation for Hotel Palomar to the newlyweds for the evening after their wedding. The staff at Hotel Palomar was fantastic- they quickly and easily added names to the reservation and a bottle of prosecco and lovely note was in the room when they arrived. They loved the room and we loved knowing they were well taken care of! No complaints!
Friendly staff. Good location. $50 for valet parking. Still not sure where they parked the car....
The hotel was pet friendly Hotel need a pool
My fiance and I visited for the holiday weekend. Staff was very friendly and helpful. Room ammentities were updated. Great views of city (of your on the right side of the building). king size bed was nice to have although it wasn't especially soft. Room was cleaned every afternoon for when we returned. They have decent free wine ever day between 6 and 7. The hotel lobby and elevators and hallways were nicely decorated, full of art. Room size was just average, didn't have much if any more room compared to other hotels. The shower was nothing special, same size and same shower head I would find at a 2 or 3 star hotel. Nothing was inclusive except for a few toiletries you may have forgotten at home. We had a weird Brown smudge on one of our end table drawers that room service had to clean up. Only 4 elevators for 25 floors of rooms was bad, if your in the top floor like we were we had to stop at 4-5 floors going up or down before we arrived at our room or the lobby. Ice is Only on one flone which is extremely inconvenient. These negatives were a big let down, overshadowing the positives for the price you pay.
We loved the service and the wine hour. Great ambiance in the lobby. Will definitely stay at Kimpton hotels again. None.
Great located, clean and comfiy. pretty new rooms. Nice staff No free wifi (pretty oldfashioned) No parking, 48 $ for one day valet was pretty expensive.
I liked a LOT on December 12 Santa klaus with all the dogs around It Was simple delightfull. For me a 10 Star hotel. We spend 3 weeks and we enjoyed
they overbooked. I had to find other accommodations.
This Westin is very well located! It is located directly across the street from the HUB Cityview for business meetings. It is one mile from the Liberty Bell, so the walk was great. There were plenty of restaurants to pick from around the area without going by cab. The Westin has a very nice bar which served us some very nice dinners. The staff was over the top great. Our room was so nice. A fall festival which was quite large was set up for Saturday right near the Westin. It was a great experience for us!
The bed was really nice. The toilet seat needed to be replaced.
The rooms are beautiful. We stayed on the top floor (15th). There is always an elevator available. The staff was very friendly. The shower was the best I've ever used in a hotel. It had a HUGE rainfall style top with a wand for all the hard to reach places and adjustable water pressure. The hot water was nice and HOT. And the bed was amazing! The view of the nearby skyscrapers was beautiful and it's in the best location to shop till you drop! I would stay again but I would only book through kayak because I got the room for about $100 less per night!!!! The only downside was that I requested a quiet room and found the ice machine directly across the hall from me. I only heard a few people in the hall so it could have been worse.
The location was great. It was very close to everything. The staff was friendly and helpful. It wasn't worth the money for what you got. It nickel and dimes customers for everything and amenities were overpriced. Parking, snacks, water. There isn't a microwave or fridge in the rooms. A fridge was provided upon request but it was not in the best physical shape. The tub and cups weren't the cleanest
Attentive staff Noise between rooms
I cannot think of one thing negative to say about it. It was just lovely in every way. Everything was perfect.
Location, shopping convenience, room decor, Large Smart TV, Raiin shower, Bed and comforter. All terrific. Nothing not to like
I had a quick one night stay in Philadelphia and chose the beautiful Westin. My room was first class,and service was exceptional. I will definitely stay here again .
The room was very nice and fit our needs well. We thought the bed was as comfortable or even more comfortable than ours at home, which says a lot. Our shower didn't work. After a hot night outside at the Cold Play concert, we wanted to take showers before going to bed. However, when you pull the knob to turn on the shower, it came right out of the faucet. It was almost 1 am in the morning and we didn't want to call anyone. So we opted to take a bath but it was not what we wanted. Hence the reason I only gave the hotel a "Good" rating.
Great location and atmosphere Prices of food and drink
Everything. Service, quality . Towels could be upgraded.
Beautiful hotel. Great staff. Poor sound control between rooms. I could easily hear conversations next door.
Everything, happy staff, welcoming, clean rooms, awesome views, definitely would recommend this hotel.
Staff professionalism King size bed. Clean room. People in the room next door were talking loudly until 2 am! The first night I got absolutely no sleep. It required a cab ride to get to my conference at the Conference Center.
One of the Best hotels in the city. Beautiful architecture and very nice rooms. High ceilings beautiful city views. Everything u need is right there. Great gym!
Great small hotel! The location is superb. Close to Philadelphia's sites, restaurants, and shopping; but a very quiet side street in the heart of the city. The staff was very helpful, considerate, but not overbearing. The white wine reception was a very nice touch. The only problem was that the room air conditioner was loud.
The room was very comfortable. The location is great. the price was very reasonable and the staff very nice. The room was a little bit noisy during evenings and nights. I think it would be nice to put double glazing.
Location and high quality of the appartment
Stellar hotel and concept that leaves out all the things you don't need or want -- like a crappy hotel restaurant and bar -- to focus on the things you do: great, comfortable spaces and design. The staff is fun and informed and very helpful. I wouldn't stay anywhere else in Philly now that I know about the AKA. The cab driver (and many others in the city) don't know about it. I got dropped off the the Rittenhouse Square hotel juts across the square. No biggie, just make rue you're at the right place.
Comfortable hotel, nice neighbourhood, in the city center
I found my studio to be well appointed and comfortable. The location is excellent and the hotel staff are friendly and helpful. There was a lot of street noise (people partying) up until about 2:30am and I wonder if somehow there could have been better sound insulation. A minor point is that there was no dish drainer.
This is the best place to stay in Pholadelphia, perfect location, perfect staff.
The suite was very nice and clean, the staff excellent...
We loved the comfort of the king size bed. Having a kitchen gave us the opportunity to cook in or bring back leftovers to reheat in the oven or microwave. My husband could watch TV in the livingroom while I had the TV in the bedroom. We could not find any reason not to stay there again. The location was perfect for our appointments and the comfort of the room was fantastic.
James (on the desk) was a great help to us ; we were also able to negotiate a fee comparable to a different facility. It is expensive but in a great location and has large rooms. I hope to stay there again. the breakfast is very basic. Yoghurt and a muffin! some of the desk staff were much less helpful whilst others went out of their way to make sure we were well cared for.