รีวิว Bank Hotel, a Member of Small Luxury Hotels of the World

I have mixed feelings about my stay here. I checked in around 4:30pm and when I went to my room realised that a) there were some bugs in there (small ones but still…!) and b) it didn’t have a full length mirror because the room was so tiny (I was going to an event so needed a full length). I called reception and asked if they had a room with a full length mirror. After telling me there were loads of room options available and going through all options with me, I was told I’d need to pay more for any of the ones with a full length mirror, so in the end I had to use the elevator outside in the corridor as my mirror. I also mentioned the bugs which was met with an ‘oh’ - but no offer to do anything about it…. very weird but I was in a rush and figured they’d sort it out during turndown service. In the meantime I killed 3 bugs with hairspray myself! Returned at 22:30 - no turndown service - curtains still open, room exactly as I’d left it, and a dead bug on my bed. Not a good start. Next morning I woke up and went to make a coffee. No coffee machine or coffee capsules so assuming they weirdly didn’t do in-room coffee facilities I went downstairs for a coffee with breakfast instead. Returned to my room in the afternoon to find it cleaned (although water was not replaced) but I did suddenly have a supply of coffee capsules (despite there being no coffee machine!) Called to ask where the coffee machine was - I was told they would bring me one…. Eventually a gentleman turned up with a machine. But it was the wrong machine for the capsules. So I had to call again, and this time I was brought a different coffee machine which the capsules finally fit into. 5 minutes later a different man also brought me yet another coffee machine. From having no coffee machine to three coffee machines in the space of 20 minutes - again, just very weird. I’ve stayed at this hotel before and the service was a lot better so I don’t know if I just came on a bad day or whether this is usual behaviour but it is certainly not ‘Small Luxury Hotels’ level. The thing that redeems much of the issues is the absolutely lovely Maitre ‘d of Bonnies who is an absolute charm and the best member of staff in the whole hotel. He is the blueprint for how all the other staff should be. He used to work at the Grand so this explains it - but maybe he should head up the whole customer service unit.