We have been regularly staying in your hotel for the last 3-4 years. Our stay has usually been pleasant. However, this particular stay was of a poor experience. Firstly, we were allocated a room (196) which was not accessible with a lift. My wife has a knee injury, and we tried to raise the issue with a member of staff (Brendan). However, Brendan was very unfriendly and unsympathetic about the situation, giving no apology and just casually offering to take our luggage upstairs himself. We were not at all informed about the lift situation prior to our arrival
There were a lack of essential ingredients for tea in the room (no milk, sugar and stirrers), and when we asked for room service, they said that no one would be available to deliver the ingredients for up to 45 minutes, leading to my son having to go to reception to pick up the ingredients himself. We understand that you were busy on the night, but we found this to be unacceptable. We had paid for the room in full, and deserved full hospitality, however, it is unfortunate that this was not provided.
We hope that this was a one-off experience, and that our experiences will be good in future and we don't have to complain again.