"Had another wonderful stay at Park Royal overall. The service staff, from the doormen to the front desk and call centre team, were courteous and helpful throughout our stay.
There are a few areas where the hotel could improve its operational processes:
1. Prior to check-in, we requested an additional bed and two sets of duvets as we were arriving after 10pm with a very sleepy child. While Guest Services confirmed the request, a subsequent email from the Front Desk seemed to suggest otherwise, which was confusing. Upon arrival, the room was not fully prepared, and the additional bed and duvets were only set up after we had entered the room. Unfortunately, this disturbed our child and resulted in a difficult first night. I would have expected while waiting for the room to be ready, the additional request would be part of it.
2. During our stay, requests for additional blankets and duvets took longer than expected to be fulfilled. We understand the hotel may have been busy, but there is room for improvement.
3. This was our third visit, and on each occasion there was a delay in room readiness. Most notably, on this stay, despite arriving well after 10pm, there was still a wait before the room was ready.
That said, these issues would not stop us from returning. Park Royal remains one of the better family-friendly hotels we have stayed at, and we hope this feedback helps make an already good experience even better."
