The Rex – Formerly Hotel Gotham

For what should have been a special birthday stay at a high-standard hotel, the experience fell well short. We returned to find a receipt on the bathroom floor, which made us wonder whether someone had been in the room. The hotel later said it was from turndown service, but couldn't clearly explain how it got there or what had actually been done. Staff were polite when responding, but even three weeks later the overall experience still disappointed. I wouldn't stay again or recommend it.

The staff are what made this such a wonderful stay. Our taxi had barely pulled up when the concierge came to the front doors with a huge welcoming smile and took our bags. At reception, the woman couldn't have done more for us. That's customer service at its best. The venue itself is smart and trendy, with all the mod-cons you'd expect from a top-class hotel. Well done, team. We'll be back!

The TV in our room was the one little snag. We couldn't figure out how to use it, though we didn't ask anyone for help, so that's on us. A price list in the rooms might also be useful for guests. Otherwise, it was a lovely experience, and we'd definitely stay again. The staff were fantastic from check-in through check-out. Breakfast was delicious, fresh, and nicely presented. We had a few drinks at the bar later. It wasn't very busy, so the atmosphere was relaxed, and the bar staff made a real effort to get an Old Fashioned just to my taste. I thought that was lovely!

Hotel Gotham did a magnificent job organising my milestone birthday soirée. Luis Baessa deserves a special mention. He was an absolute star, showing real empathy and kindness as well as exceptional professionalism from start to finish. Nothing was too much trouble, and his calm, attentive manner kept the whole evening running smoothly. He's one of the most professional people I've had the pleasure of working with. Hotel Gotham should hold on to him; he's a real asset to the team. I salute Luis and his professional team. Thank you for helping make such an important celebration memorable.