"I booked this hotel because of its pool, so I could swim whilst away from home. When I checked in I was informed the pool was closed. No advanced warning, no apology, no offer to use another hotel's pool.
Room was okay, very basic, sachets of cheap instant coffee and a couple of teabags, no snacks or even water.
Probably not the hotel's fault but the whole place was evacuated because of a fire alarm and we had to stand on the corner of a freezing cold windy street whilst the fire engines came and went one evening. Again, no apology.
I came back from my conference exhausted, made my way to my hotel room to find the key didn't work, had to go back to the lobby and join an extensively long queue to have my key reactivated. Again, no apology, just a barrage of questions from a young woman who clearly thought I looked like some sort of criminal trying to break into my own hotel room, in my smart conference wear, and quizzed me relentlessly before she sneered at me and reactivated it without apology.
If the staff learned to apologise for the errors that impact guests' stays, they'd land a lot easier. But this was a catalogue of errors dealt with by utterly miserable staff who haven't learned the word 'sorry'
No idea what the breakfast was like as apparently it wasn't included."
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