Booked an Executive Room. All booking documents and the online check-in email clearly stated check-in at 3pm and check-out at 12pm. However, on arrival I was told that Executive Rooms actually allow check-in from 12pm and check-out at 2pm.
This was extremely frustrating, as I had paid for a train arriving at 3pm and an early return train, not knowing I could have arrived earlier and stayed later. If this information had been made clear in advance, I would have planned my travel very differently.
Additionally, previous Executive Room benefits seem to have been reduced without explanation. There used to be two free drink vouchers, two free coffees, and 20% off food and drink. Now it’s only two free coffees and 10% off, which feels disappointing for an expensive hotel and an “Executive” room.
Overall, the stay itself was fine, but the poor communication and reduced benefits made it pfeel like poor value for money.