DoubleTree by Hilton Coventry Building Society Arena — Hotel in Coventry

Extremely poor service, visited hotel for a day break during my long drive, my pit stop was very unhealthy and unfriendly, I arrived at hotel 9.30 my check in time was 9am, just as I tucked into bed, echoing drilling noise disturbed my sleep waking me up around 11.15, I called in at reception to speak to them regarding the disturbance in my room, (the drilling noise from coming from the ventilation systems in the hotel even though the works was taking place on the other side of the building) the reception seemed more sleepy than I was and unaware of any construction work taking place around the arena even though it’s very clear from the outside of the building there is construction work taking place, (also automated msg in reception mentions works taking place at its best speed!) I will get to that as well, so I made my way down to reception after speaking to a lady on phone, she asked me to come to reception to show her the recording on the phone I made of the noise disturbing my sleep into my hotel room because she didn’t believe anything I said over the phone, so half asleep & drowsy I made my way with my luggage to the reception which took me well over 15 mins to reach because the place is so big my room was on the other side of the building, I came down to reception to speak with someone, no apology and no resolution was offered, I wasn’t offered another room at the hotel, the ladies there seemed very lost when I played the video of drilling noise coming into the hotel room, it took 3 people (the ladies seemed very not interested at the reception to handle this matter) so I decided to leave and asked for my full refund, I was told I would be charged for my stay of two hours, I explained in a very calm manner how I was upset and unhappy and I would like to be fully compensated for my booking( full refund ) none of them had any authority to refund me. Which I don’t believe! How can anyone be on shift without a senior member of staff of manager on site. So I left half asleep! I didn’t even wash my face when I made my way down to reception hoping I would be offered another room because I needed my sleep. This lead to a unresolved matter where I had to Leave my contact details with them at the reception for the manager to contact me. I asked when the manager will be at work and when will the manager contact me. I was told the manager will be at work today from 5pm till 8pm so I waited but nobody called me. This gets even better! I called the hotel two days later regards my refund and I was told I would get a call back from the manager, there was no contact made from anyone.

Two weeks past I contacted the hotel and again and I had to repeat myself again to the receptionists there I assume it’s the same bunch that don’t have a clue what in the world to do at work. The following day I received a missed call, so I called back and spoke to someone called (Nicole) she mentioned she is a manager or it could even be one of the same ladies working at the reception, so I explained again to Nicole how I felt with my experience and how disappointed I was with the service and I would like a refund, i was told it would be refunded back to me, however I wad lied to! Trust me it gets even better! More lies ! I have a saved voicemail from this lady. She mentions “ mr hussain we need the card your used to pay so we can offer you that full refund!” I made the payment with Apple Pay! I have tried to call back *8171on this number 54 times! And the reception my refund has not come through and I have come to a point where I feel I would like to be heard and this is why I am leaving this feed back because the service is appalling! I do not recommend this hotel! The workers do not have a clue what in the world is going on and how to handle a customer query! I assume I am going to have to put a dispute through the bank for my refund because I am being...

Advertised as a 4 star hotel, I'd rather save the money and stay in a premier Inn or travel lodge.

When myself and my partner checked in the the lobby seemed very modern, welcoming, the staff were friendly enough, we got the doubletree cookies and were given a key card for the room. The lift to the floors is secure, you need to scan your card before you can press the call button, we got to the room and as I unpacked I noticed that the inside of the sink was chipped, all over and the alignment was off but it didn't impact the water coming out of the tap or going down the plug so at least the basics were taken care of.

I had a look at the "dine in" (room service) menu because after a long journey I didn't want to go for a walk all the way round the arena to get to tesco or a fast food place but the prices were ridiculously high and into my stay I had breakfast delivered, not worth the high price given how small the portions were though the staff member who delivered the food (Keith) was extremely helpful, I also had "steak" pie in the mill restaurant after waiting 15 minutes for service from a waitress who seemed annoyed that there were customers there so she actually had to look busy. The "steak" pie should be renamed "mushroom pie with a few small pieces of meat" topped with chewy pastry and watery carrots on the side. On my last night had beef ragu delivered to the room which was nice, but not worth the price. I also went to Faraday's restaurant a few times during my stay and that was the best part of the hotel for me, lovely warm inviting room, much bigger and better selection than if you have breakfast delivered to your room and again praise for the staff member Keith, came to check we found everything okay, couldn't do enough for us, seemed to always find ways to stay busy while other staff members would stand and gossip with each other (witnessed several times but not a big deal since it's a buffet).

I tried both the £5 and £9 a day WiFi, did speed tests on both, in different areas of the hotel and different times of day and my speed tests came back the same so if you're going to pay for WiFi, go with the cheaper option or better yet, public arena WiFi is free and has the same speed test though after 10pm public arena had higher speeds for me plus you can connect more than 4 devices - the hotel WiFi is for 4 devices per room, not ideal when there are 2 guests meaning 2 phones, 2 tablets, 2 smart watches and a work laptop.

When the room was cleaned each day I wanted to know what had been cleaned so left a piece of string on the carpet by the window (big enough to be picked up by a vacuum) and on each table, a small dot of lip balm on each mirror, window and the glass partition in the bathroom for the shower and by my estimation, in 9 days the carpet was vacuumed once, the shower partition wasn't cleaned but wiped dry (the lip balm was smudged but not gone), the mirrors and Windows weren't touched and the tables were wiped twice but I bought dettol cleaning wipes at Tesco and cleaned the room myself and requested clean sheets every day...

Had a nice stay and would stay again but there were a few things that let the experience down. The food was a highlight throughout the stay. The evening meal that we had in The Anecdote was really great, the food was quick, hot and tasty. We were very impressed with the chilli nachos and the Anecdote burger. Breakfast was also really good. One of the best continental selections I’ve seen with smoked salmon, smoked mackerel, filled croissants with Brie, salami and basil, although having GB News on the TV in the restaurant left a nasty taste in your mouth. I would strongly recommend eating in house. Now for the not so good bits:- I checked in on the app the day before and put an arrival time if 4pm, we eventually turned up after 6pm to be told our room wasn’t ready. We ended up waiting in the bar for over half an hour, I was surprised we weren’t offered a complimentary drink while we waited so we had to pay for our own. We’ve never needed a password to join Hilton WiFi so didn’t think to check if we needed one and one wasn’t offered when we checked in so that resulted in a trip back to reception, we also weren’t given any instructions for the car park, it was only upon a follow up enquiry at one of our further reception visits were we given the QR code to get discounted parking. The aircon requires some sort of IT qualification to work it, no matter what function I chose on the screen or however I altered the temperature on the thermostat I couldn’t get it to turn on, this resulted in another trip to reception and a friendly guy accompanying me back to the room to demonstrate. It turns out along with the on screen buttons there is a completely separate button to switch the fan on located on the top of the wall mounted device. I’m 5’9” and wasn’t tall enough to see this hidden button so good luck if you’re short because there’s no instructions. The shower cubicle is the smallest I’ve ever seen. It’s so small it’s impossible to shave your legs as you can’t get out of the stream of water. On a plus note the pressure and temperature were great. This is simply due to a poor bathroom layout, there’s room fit a large full with shower if the toilet and shower were switched but they’ve just refurbished the rooms so that won’t happen. There isn’t a mirror over the dressing table so there’s nowhere in the bedroom to do your hair or make up, this could easily be addressed as there’s a massive blank wall just waiting for a mirror to be mounted. I can’t understand why this was overlooked. In all honesty it feels like the room has been designed by men for men. It genuinely feels like there was no diversity on the design team to overlook such basic things. These rooms are used as exec boxes for football matches and I get the feeling this is their primary function and the hotel room is a side line. It just felt very poorly...