"The room itself was great, clean and comfortable. The check in experience let the whole stay down. Nothing against the staff as they did their best, but the idea you have to check in using the QR code is a flawed process and it took nearly 30 minutes to get checked in which is totally unacceptable. Many people were trying and failing to use the code to check in, causing staff to have to intervene in most cases and it just seemed to become more complex if you "booked last minute using an external source" even if last minute was 3 days ago. This meant staff had to call up somewhere and a very lengthy process unfolded where i was initally told the hotel was fully booked and i had no room allocated which to me equates to they have no room for me. I was given a voucher for a drink at the bar because of the lengthy wait and the staff were really not to blame here its the process that is ridiculous.
Please please change your system to streamline it for your customers and also for your staff. It should not take more than 5 minutes to check in a customer, 25-30 minutes is unacceptable, i would likely not return because of this."