"We had a lovely stay at this hotel. It’s a beautiful property with great facilities and a fantastic location for families, being right next to Battersea Park.
The main area where I feel there is room for improvement is the customer service at the front desk. We were travelling with a small child in nappies and asked if we could have a bag to dispose of dirty nappies, as there were no bin liners provided in the room and we didn’t want them to cause an unpleasant smell.
Unfortunately, the response we received from the front desk staff member was quite cold and, rather than feeling that our request was being listened to, I was left feeling as though I was inconveniencing her by asking. I appreciate that this may have been a small or unusual request, but the tone and manner of the interaction made the situation feel unnecessarily uncomfortable.
We were told that we would need to wait for housekeeping, which we completely understood. I therefore asked if something could be left for us when housekeeping was available. Unfortunately, the message didn’t appear to be passed on, and nothing was provided.
It was ultimately a very simple request, and I think a little more warmth, empathy and willingness to help from the front desk team would have made a big difference. Even if something couldn’t be provided immediately, simply acknowledging the situation and helping us find an alternative would have been appreciated.
Aside from this,"
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