I stay in this hotel often due to business and it is a shame how the customer service is not always good. In previous stayed when I check in I requested to modify the booking from 1 person to 2 and she said yes no problem with has fantastic . To my surprise when my colleague arrived at 10pm the new person in reception refused to check her in saying it was not possible to modify the reservation, I had to wake up come downstairs to understand what was the issue, we needed to pay the taxes for the 2nd person which was absolutely fine. It was the manner she spoke to us, it is a massive difference to say “no, it is not possible unless you pay for an extra person “ to absolutely, let me check you in, how do you want to pay the tax difference of 7 £?
It could have safe 30 minutes or argument and waking me up