The Ryan Air of workspaces at British…
The Ryan Air of workspaces at British Airways first class prices.
First, I will say that the front desk staff are lovely, and generally so are the hosting staff on the ground floor.
But hiring a room as a member (which I did twice) was a terrible experience. And, it's why I left 12 Hay Hill as a member.
When you have visitors or clients is when you need your 12 Hay Hill to be at its best. It was just was mortifyingly embarrassing. Very bad service on the 4th floor. And if you're over by a few minutes, you're chucked out as if you're hiring a hotel room by the hour. The server came in and brashly told us we had to leave in front of my guests, despite being just a few minutes over. I had to phone downstairs and wait on hold for five minutes to find out if we could extend. We were told that we couldn't because they close the 4th floor at 5pm and because we were over our hour we would have to pay an hour rate for 25 minutes use.
On the second occasion we had hired a room on the 4th floor and put our bags in the room but then a client popped by so we had a quick meeting with them downstairs. We ended up being an hour (which was the room hire time). I asked if they had anyone due in the room and if we might have our hour pushed forward. There wasn't anyone due in the room but apparently having our bags in the room was enough to disqualify us.
No-one minds difficulties but at the membership price, you expect a certain level of service and discretion, and a little bit of oil in the machine - not 'computer says no'.
Garbage venue - take your money elsewhere.
Vastaus yritykseltä 12 HAY HILL
Dear Stuart,
Thank you for taking the time to share your feedback. We are pleased to hear that you have found our front-of-house and hosting teams welcoming and helpful, although we are sorry that your experiences with the meeting rooms did not meet the standard you expected from Hay Hill.
We would, however, like to clarify a couple of points for the benefit of anyone reading your review.
Our standard meeting-room procedure is for a member of the team to knock at the end of the booked time to confirm whether the room is still required and, where possible, assist with an extension or alternative room. If the room is reserved for another member, we will always look to offer an alternative meeting room where possible. This process has been in place throughout the Club's ten years of operation to ensure that rooms are available for members at their reserved times.
Meeting rooms are charged by the hour, and the fourth floor closes at 5pm. For health and safety reasons, members cannot remain on the fourth floor after this time without a member of our team present. We appreciate that this may have felt inflexible on the occasion you describe, but these arrangements are in place to ensure a consistent experience for all members.
On the second occasion, our meeting-room cancellation policy, including the 24-hour notice requirement, is set out in the booking confirmation sent to members. Once a room has been booked and occupied by a member's belongings, it remains unavailable for other members for that booking period, even if the room is temporarily not being used.
However, we are genuinely sorry that these experiences left you disappointed. We value the feedback and will certainly take your comments about discretion and flexibility on board. Our aim is always to provide a professional, seamless and welcoming experience for our members and their guests.
Kind regards,
Hay Hill