62 Castle Street

The rooms, decor and staff were all amazing. I’m 6'4 and the shower head was fixed at around 5'4, so it could really do with being higher. Apart from that, it was perfect. I’d definitely return, even if I had to squat to shower.

The outside noise was horrendous, and my wife and I barely slept all night. The room was dirty as well, as the photos show. The location is excellent, but we were extremely disappointed and wouldn’t stay again. I spoke to the receptionist in the morning. They apologised that the stay hadn’t been great, but didn’t seem to care about our experience. When I mentioned taking photos of the carpet, they seemed flustered and worried. The customer service fell well short of what I’d expect from a respected business. Avoid this hotel and stay somewhere else.

We loved the King Suite, it had a proper boutique feel. The location worked brilliantly for a night out and some shopping. Sam and Danny at the desk were both so helpful and genuinely lovely. We stayed for the weekend with my fiancée and will definitely return.

The check-in was a shambles. I was told about the £100 security deposit when I arrived, which was fine, but they wouldn’t accept my Amex. My Mastercard and debit card both failed too. Staff said Expedia was having an issue, then offered to take the deposit on the hotel’s card machine with a £5 surcharge. I asked over and over who was charging the £5 and couldn’t get a straight answer. Eventually they said it was the hotel. I said the fee was hidden and unfair, but was refused check-in unless I paid. The person behind me had the same card problem. While I was questioning the charge, the staff member told me arrogantly that the other guest was happy to pay and that I was being a miser. I paid because I had no choice. My deposit came back four days later minus the fee. I spoke to my bank about the practice and they refunded me. Passing on card fees in the UK is illegal, and hidden fees are unethical. The owner needs to sort this out. The room was spacious but tired and damaged in several places. With the central location and poor glazing, we heard everything from the street, so don’t expect a lie-in. The showers were cold or lukewarm. In hospitality, the customer experience matters. This place ruined mine. The whole stay was abysmal and felt like a rip-off. Avoid it like the plague.