The Queen's Gate Hotel

I was really enjoying my stay at The Queen’s Gate Hotel until my check-out experience, which unfortunately changed my overall impression. The hotel did not clearly explain the check-out policy or the check-out time upon arrival. On the day of departure, at around 12:45 PM, I called the reception and politely asked if they could allow me just 10 extra minutes to finish packing my luggage. The receptionist, Leila (the staff member with orange hair), responded in a very rude and unprofessional manner, saying, “No extra minutes,” and then hung up the phone on me. I was honestly shocked by the way I was treated as a guest. My friends and I were so surprised by her behavior that we could only laugh in disbelief. To make the situation even more uncomfortable, the same receptionist came up to our room and stood there watching us while we packed our belongings, repeatedly rushing us to leave. It felt like a complete invasion of our privacy and made us feel extremely uncomfortable. There were many more professional ways to handle the situation, and this approach was unnecessary and disrespectful. There was also an issue with the minibar bill. I was charged for items that I did not use. After discussing the matter and checking the details, the hotel corrected the mistake and reduced the minibar charge from £31 to £9, confirming that the original bill was inaccurate. I completely understand that misunderstandings can happen, especially during busy periods, but there is no excuse for speaking to guests disrespectfully, hanging up the phone during a polite conversation, or making guests feel uncomfortable while packing to leave. This was my first stay at this hotel, and I was genuinely surprised by this experience. I expected a much higher level of professionalism from a hotel of this standard. I would like to thank the rest of the hotel staff, who were kind, welcoming, and professional throughout my stay. Unfortunately, this final experience overshadowed what had otherwise been a very pleasant visit.