I generally enjoyed the hotel very much, but had a disappointing experience at check out. When it was time to leave, I asked what was the best way to get from where we were (Heathrow T4) to Heathrow T5. I was informed of three options, including a shuttle bus that would be arriving in approximately 10 minutes. This was the quickest and easiest so we waited. After 30 minutes, no bus, at which point the front desk clerk said that the previous hour, it hadn't shown up. So now we were running behind for our internal flight. The clerk said she would call a taxi, and a luxury Mercedes with no obvious fair charged showed up. I asked, "is this the taxi," and she replied, "he will give you a ride." So in we went, got to T5, and was told the trip would cost 26 pounds. Needless to say, for a 10 minute trip, I thought this was expensive.
Overall, I appreciate the front desk clerk may have been new, but I would suggest that staff communicate better with guests. At an airport hotel, when departing, all most of us want to do is get to the terminal quickly and at a reasonable cost (or free! we are staying right there). Please review this with your staff.
Thank you,
Lee-Ann Garnett