Staff was super friendly and welcoming at both check in and check out. The hotel's old fashioned British inn theme is carried throughout every aspect, and feels like you're truly there. My travel companion has been to British inns and said this hotel was spot on. Loved that every room is themed after a British author, and a plaque inside the room tells you about their history. It was fun to walk around and see all of the decor throughout the hotel. Even the smell was welcoming, loved the warm apple scented candle that made the entire lobby area smell delicious. We ate dinner at the tavern inside the hotel which was dark, cozy and immersive - and had great food too! Continental breakfast in the morning was delicious with lots of yummy pastries, coffee and tea, juices, eggs and sausage, etc. Beds were comfy and the room was spacious. Parking garage beneath the hotel was very convenient, as was having 2 restaurants and a themed Starbucks onsite.

Could hear our neighbors talking well into the night and early the next morning - don't know if the walls are a bit thin or if those people were just really loud talkers. Either way, we still got a great night's sleep :) Bathroom had an overwhelming bleach smell when we arrived, but it got better as we let it air out. Overall, not much to complain about!

Interior decor in lobby, hallways, etc. -- historic.

Lack of adequate space to sit down for breakfast -- overcrowded. Only one elevator of the two in the whole building was working during my entire stay. The one working elevator was slow and, at one point, stalled with people aboard--and the fire department needed to be called. A scary experience for those aboard. All room telephones are blocked for making calls outside the hotel. Why?

At check-in, the staff at the reception was confused with my last name and first name, I waited a long time, and eventually, it was resolved only after connecting the call to Booking Dotcom, and the start of the trip was not so good.

Love all the British decor and each room has a bio on a famous Brit. Great idea. Breakfast is large and yummy. Staff was very helpful. STayed here several years ago and loved it. The Starbucks is my favorite EVER.

It could use a really deep clean. Beyond what you should expect from the daily maid. Vents were black with dust. Just felt like it needs a real update and a good scrub (like most things British but this is not 1000 years old)

Dingy, bathroom not well cleaned

The bed was comfortable..There was 24 hour security so I felt safe on the property...my complaints were heard by upper management and hopefully issues will be addressed...I was given a discounted rate after discussion

Breakfast could have been better, more hot options should be available....the staff Dawn told me my bathing suit attire was inappropriate (which it wasn't) for hotel as it is a "family" hotel....she was reported...I felt disrespected and discriminated against....staff opened my room door without knocking, I was caught off guard..I never received towels/toilet paper to my room although promised by staff...no refrigerator or microwave in room, it's an inconvenience to have to come to lobby to heat your food, constant bugs in the pool...

Wi-Fi was not secured

atmosphere