The Castle Hotel - Sutton Hotel Collection

Nice hotel and centrally located. Although we were very disappointed in the service from check in crew. We arrived at the hotel on the morning of our reservation after an overnight flight. They graciously agreed to let us leave our luggage. We asked if our room was available early would it be possible to get in to freshen up.Our receptionist said that they would do their best. During the day we checked in periodically but were told that the room was not ready. Check in time was 3:00 and we were waiting in the reception area ( employees knew we were there). We were finally told our room was ready at 3:25 by an employee passing by.We feel that they could have made a little more effort to get us in our room even the slightest bit earlier but they seemed very indifferent to our request.

Disappointing Experience with Poor Customer Service I recently had a highly disappointing experience at Windsor Castle that left a lasting negative impression. Unfortunately, the issue arose right from check-in, which was handled by a receptionist named Anisa. We had booked a room through a third party but accidentally selected the wrong date. What could have been a simple fix at any other hotel became a problematic situation here. Anisa informed us that it was "impossible" for them to modify our reservation What made the situation worse was Anisa's unfriendly demeanor. Her attitude noticeably shifted once she realized we hadn't booked directly through the hotel. She seemed disinterested in helping us resolve the issue and even refused to connect us with the reservation department. Her lack of understanding and empathy made us feel unwelcome and added unnecessary stress to our stay. We tried to contact their reservation department various times before the checkout but there was no response, leaving us with no choice but to pay for an additional night. Overall, their customer service was severely lacking. The unwillingness to assist with a simple booking error and the poor attitude of the staff made for an unpleasant experience. I would not recommend this hotel to others, as customer service is a crucial aspect of hospitality, and it was sorely missing here.