The overall condition needs improving - stained walls and carpet in my room for example. You can only order food via a QR code which leads you to a website (the meal choices are basic). This site crashed on me twice and charged me both times. I enquired at Reception and was told that, because the site is controlled by a third party, only the manager can amend and refund. There was no night manager, so I would have to wait until the morning. Soon after 2 meals arrived, but one was returned easily enough. After my meal, I returned to my room to find that my key card wouldn't work. I tried again a couple more times, when my door did open, but from the inside - they had allocated my room to somebody else! (luckily I had all of my valuables on my person, but this was not the point). We both went to Reception to sort it, where I was handed a "free drink voucher" for the inconvenience. As I was going to bed, this was not much use! The following morning, I went to Reception where I was told that the manager was off-site, and they had to ring to get a code for my refunded meal. When I explained what had happened, I was told that they would have to raise an escalation with the night manager. I checked out the following morning, where I met with the night manager - they had not been informed about any of the issues, and when I did tell them, I was told "hopefully that won't happen the next time you stay"!!!