Freetown Common

Our overall experience was great. We had a delicious meal at the restaurant and our stay on the Gold level was outstanding. It was unfortunate to experience a building alarm at 4:00 a.m. but comforting to know that if there was a need to evacuate, we were given clear information and kept updated.

Our stay started off a little disappointing due to the service we received from some of the staff. We found the interactions to be quite blunt, and at times, they came across as lacking care, with some responses even feeling a bit rude. However, everything changed after we spoke to a lovely lady over the phone regarding a request. She was incredibly polite, full of energy, and genuinely eager to help. When we later went downstairs to raise our concerns with the manager, we were pleasantly surprised to discover that the person we had spoken to on the phone was, in fact, the manager herself – Elizabeth. Elizabeth’s warmth and positivity were absolutely contagious. She not only listened to our concerns, apologised on behalf of her team, and offered some compensation due to the issues we had faced, but she also continued to check in on us throughout our stay. Her energy and attentiveness truly transformed our experience. Simple gestures like a cheerful “good morning,” asking how our stay was going, or engaging in light conversation made such a difference – it’s the kind of care that leaves a lasting impression. A special mention also to the gentleman who came by to collect our shoes for polishing and drying—his positive energy was equally infectious and very much appreciated. Thank you so much, Elizabeth, and the shoe collection gentleman, for turning our experience around. Your kindness, enthusiasm, and genuine care made a massive difference to our stay!

Average hotel at best