The Rembrandt♡

Air conditioning failure ruined an expensive trip

2.0

I chose this hotel specifically because I was told the air conditioning worked properly. Before booking, I even called to make sure of it, as the entire purpose of my trip was to buy over £1,500 worth of exclusive chocolate that had to be stored in a cool room. For the first two days everything was fine. Then, as the outside temperature increased, the room became extremely hot. I woke up drenched in sweat and immediately realized something was wrong. The hotel inspected the air conditioning but insisted it was "working" and simply blamed the warmer weather. If the room becomes too hot to sleep in and too hot to protect expensive chocolate, then the air conditioning is clearly not doing its job. I spent the entire morning distressed instead of enjoying the plans I had made. I had to cancel a lunch reservation because I was stuck dealing with this situation, worrying that my chocolate had already been ruined. What disappointed me most was not only the problem itself, but the attitude. Instead of trying to help, the manager immediately became defensive and suggested that I should have stored the chocolate in the minibar. The minibar refrigerator was far too small for over 40 chocolate bars and was not an appropriate solution. Despite my repeated requests, the hotel refused to offer any suitable place to store them. The only bright spot was Neil and Pablo. They treated me with kindness, empathy and professionalism. Neil even said the hotel should help me find a solution, and Pablo showed genuine understanding when I returned later. They are an asset to this hotel and deserve recognition. Sadly, because of how this situation was handled, what should have been a wonderful stay ended with unnecessary stress, tears and disappointment.

Refused To Replace Custom Retainer Thrown Away by Staff

2.0

The location was great, the room was adequate, and the value was good. Unfortunately, this review is not about any of those things. After returning home for our second night at the hotel, I noticed that the housekeeping had accidentally thrown away my retainer (custom dental device). I've traveled enough to realize that hey - accidents happen sometimes. After alerting the hotel, returning home, and exchanging a series of emails with The Rembrandt (and Sarova, the owner), they refused to take any responsibility. They repeatedly said they asked the housekeeper, who said she didn't do it, and said it was their policy to not throw away guest items. At no point was I insinuating anything intentional or malicious: an item of mine was thrown away by accident, and I asked for a reimbursement (and would provide a receipt). This ended up being a $235 USD cost to me. In a city with plenty of great hotels, I would not recommend The Rembrandt, simply because if something happens (even an accident), they will NOT take responsibility and make things right. It's not worth running that risk in a city full of other options that will actually take care of their guests.

Nice hotel, nice staff, decent value

9.0

Nice quiet room round the back, helpful and friendly staff, decent value for money

− No issues to report here!

Great value. Will return

9.0

I have stayed here before. Great value for money. Lovely staff. Nice food, particularly dinner. Brilliant location

− The swimming pool was a bit disappointing and cost £15 per person. The floor is extremely slippy and you have a bit of walk on the slippy floor including going down steps before reaching the pool.