The Address Glasgow

The room was very clean, with a comfortable bed, safe, tea and coffee setup, and a bathroom with a great shower and toiletries. There’s also a gym with cardio machines and weights. It was a bit small, though I might just be picky. We ate in the restaurant and the food was amazing. Our waitress was friendly and attentive, and the modern bar area was cool. The barman who served us was a real gentleman, even though I didn’t catch his name. Staff throughout were polite, friendly and helpful. The modern hotel is close to the city centre, handy for museums, tours, restaurants and bars. The main bus station is a 15-minute walk; there are bus stops outside, taxis at the hotel, and the airport bus goes around the corner.

We left because the hotel felt unsafe and unprofessional, not because we were unwilling to communicate. I hope the hotel carries out a transparent internal review, because what happened was far beyond a simple misunderstanding. There had been no advance message that our booking had “ended.” We found our rooms locked, our key cards disabled, our beds changed and our belongings handled without permission. Staff had entered several occupied rooms before telling us anything. Their explanations didn’t add up: we were told the lockout was because of different check-in dates, yet two rooms together, including one unrelated to that claim, received inferior service from the start. That points to mishandling, not a “travel agent error.” We were told there were “three guests” waiting for our rooms, but nobody gave us a timeline, documents or evidence. If that was true, we should have been notified earlier in the day, rather than after our access was removed and our things touched. The tone only escalated after staff tried to overcharge us despite the printed receipt, refused to return the deposit, and reacted hostilely when we questioned it. This was a serious breach of privacy and guest safety, as well as discrimination. Many claims in your statement, Alan, don’t match what actually happened.

The shower had only lukewarm water and very weak pressure. A super friendly woman at reception did what she could to help. We also left the room at 10 am, but by 5 pm it still hadn’t been cleaned. Maybe they just don’t have enough staff. The location is really good. Probably perfect for one night, but I wouldn’t suggest a longer stay.

We were six women in three rooms, and two rooms were locked with all our luggage inside without any warning. Only late in the evening did the hotel tell us the booking supposedly ended that day. We felt unsafe and had to move out immediately. Our two hijabi friends were treated noticeably worse during the stay. Their check-in was delayed until 4 pm, their room was untidy when handed over, and housekeeping didn’t clean it the next day while ours was cleaned as usual. They were also overcharged for laundry that came back wet and un-ironed. When we tried to get an explanation, the manager responded aggressively, wouldn’t take responsibility and threatened to call the police instead of sorting things out professionally. It was an extremely disappointing and stressful stay, and a serious failure of guest safety and basic hospitality. The hotel needs to review its management, safety procedures and equality of service.