Richmond Hill Hotel

Guest reported a service interruption where helpful staff intervention was overruled by management, creating a situation where guest concerns about room quality and advertised amenities were dismissed without resolution.

The hotel cited 'ice on the terrace' as a safety reason for cancelling an outdoor event, but I visited and found the claim to be completely false. This dishonest use of a safety excuse undermines trust in their genuine hazard communications.

Guest reported difficult temperature control in the room, which impacted comfort and the ability to manage the sleeping environment. The unreliable Wi-Fi also presented a potential issue for communication needs.

We specifically requested an accessible room but were given one with several steps. The only alternative was a much smaller room, which felt cramped for a four-day stay.