The Wellem

First, I was disappointed that the hotel staff did not take my bags up to my room upon check-in. This was surprising to me, as I have stayed at many hotels where this is a standard service. I was disappointed by the lack of AC in my room. I also noticed that my room was NOT cleaned for two days straight, which was frustrating. I was extremely disappointed by the lack of cooperation from the hotel staff. Overall, I was disappointed with my stay at your hotel, and I do not feel that it lived up to its five-star rating. I hope that you will take my feedback into consideration and make changes to improve the guest experience.

The room was comfortable, large and quiet. Reception were professional and friendly. The bar staff were very attentive and keen for us to eat in the expensive Italian restaurant downstairs, which we did. We were the only customers when we sat down circa 9pm and our main course included chicken that was, in places, still raw. I had breakfast elsewhere.

Overall, we found the hotel underwhelming and our stay disappointing. This is not a 5-star hotel and shouldn't be categorised as one. There was nothing luxurious about it. There wasn't any step-free access for guests arriving with luggage and no on to meet us outside the entrance or to assist us with our bags at the steps outside the hotel. The reception is awkwardly placed at the back of the hotel. The rooms are very big, which is a perk, I guess, but the space hasn't been used well. It feels cold and vacant. The decor is old fashioned and makes the rooms look cheap. The couches were stained, the twin beds were small (single beds). After complaining about the stains and showing photos we were offered an apology from a friendly member of staff at the reception and complimentary drink at the bar, as our room equivalent wasn't available. There's no room service after 10pm. Breakfast was ok, but portions were small, and service was slow. One waitress we tried to request drinks from actually shouted from across the room as if expecting us to shout our order back, which was both rude and bizarre. One highlight was the cocktail at the bar on the ground floor which serves a fabulous apple strudel cocktail. If you're staying for a while you'll enjoy the benefits of having a washing machine, and small fitted kitchen. It's also located very centrally. There are restaurants and bars nearby.