Roland House

I do not typically leave negative reviews. However, on this occasion, I feel it is important to share our experience so that others can make an informed decision. Starting with the positives, a special mention must go to Jhavin on reception, who was welcoming, kind, informative and helpful when we checked in. There was also a charming and hardworking member of the housekeeping team who appeared to take great pride in keeping the property clean. The room itself seemed clean, light and well ventilated, with opening windows in both the room and bathroom. It was a reasonable size for a short stay and the kitchenette was well equipped with a fridge, kettle, crockery and cutlery. However, my husband was very badly bitten by insects during our stay. Following our return home, we commissioned a pest control inspection due to concerns that the insects may have been brought back into our home. We were advised that the bites may have been caused by bed bugs. It is most unfortunate that this experience occurred during our stay and has since caused significant discomfort, inconvenience and expense. Unfortunately, the customer service we received from several other members of staff during our two-night stay was disappointing. On arrival, we came early simply to leave our luggage before check-in. We were not expecting our room to be ready, but the interaction at reception felt abrupt and off hand, with no greeting or hospitality offered. There were also two other occasions during our stay when we were challenged by reception staff in a manner that felt unnecessarily confrontational. To be clear, I have no issue whatsoever with security checks. My concern was the manner in which these checks were carried out. On the first evening, we entered behind another couple who were not challenged, yet we were immediately asked to identify ourselves. On the second evening, we gained entry after hours using our room card, and yet were asked whether we were staying at the property. In both cases, a simple friendly approach would have achieved the same objective while making us as guests feel welcome. It is also worth noting that luggage storage prior to check-in is self-service. Guests place and retrieve their own luggage, with no ticketing or monitoring system in place. Some travellers may be comfortable with this arrangement; others may prefer a more secure process. Overall, we encountered four front-of-house staff during our stay and, while one was excellent, our interactions with the other three left us feeling unwelcome and disrespected. As a result, I cannot recommend Roland House and would never stay there again. The manner of service that we experienced fell so far below acceptable standards that it overshadowed the kind welcome made by Jhavin.