Disappointed
3
3
Date of visit: November 2025
I have experience of challenges around: accessing toilets, dexterity or coordination and moving around.
I use or have experience of: toilets, walking aid, walking aid
Overall Rating
Average
We booked afternoon tea in The Glasshouse, and were called to say this would be in "The Snug". Not being familiar with The Glasshouse at all, and having checked on their website re accessibility, this did not raise any concern until we arrived. We took the lift to the appropriate floor, and then had to walk the entire length of the hotel, past a lot of hotel rooms, to reach The Snug which is located at the end of the corridor and outside several suites. As an ambulent disabled person walking with crutches and severe mobility issues this was a significant challenge and was not obvious that this would have been an issue as the venue advertised itself as accessible. It was unclear just how far the Snug was from the lift. On arriving in "The Snug", I asked if there was a closer exit as it was a considerable distance back to the lift, and I also asked whether the lift we had come up was the only way to the Snug. I was told yes, that lift was the only lift. So I had an extremely challenging return journey back along the hotel room corridor to reach the lift. On reading online (after my visit) it states for those with less physical ability the back entrance is recommended, however even after asking I was not told there was a back entrance or how to find it. Perhaps the staff member was not aware, or not interested, not sure. During the time there I asked where the toilets were, and was directed along yet another long corridor where the toilets were at the end. While the toilets were large enough, there was not an accessible toilet there and the two toilets available had no grab rails or bars so were not suitable. I will unfortunately not be returning given the challenges faced.
