6/10 Okay
Leah
Travelled with family
20 Jan 2025
Liked: Cleanliness, amenities, property conditions & facilities
We stayed for 8 nights at this lovely hotel. Initially, we were so pleased with it and had it as a 10/10 in my book. However, the day before our departure I had the most unpleasant experience with one of your staff members named Irina at breakfast time. She was insisting on charging me full price adult for my teens even though they are considered children as guests of the hotel. When we booked the room they were categorized as children because of their ages (under 17). All of the other days we ate there and were treated with respect by other staff members and were charged properly. She kept arguing with me to prove her point and was rude than respectful about it. Another guest approached me after and said Irina was completely unprofessional. The guest said that it was clear Irina was just out to embarrass me in front of other guests and the guest apologized to me and said this is not how British people are (as in she hopes I don’t get the wrong impression by this poor example). Later we saw how Irina would interact with other guests and my kids and I came to the conclusion that it was because she thought for some reason that she was superior to us. Whether unconscious or conscious bias I hope you give her feedback. I am a frequent traveler and I was really disappointed at the treatment I received in front of my family. Even the other guest told me that she herself frequently travelled for work and stayed at NYX properties and this was totally unprofessional behavior.
Leah
Stayed 8 nights in Jan 2025
