Birmingham City - Aston hotel

Thank you for making my stay at Birmingham feel welcoming. The staff her are fantastic, can't do enough for you, Charlaine, Tia and Fern where always happy to help and have a bit of banter whilst also being very professional about their duties.... Cheers guys!!! All the best ! Until next time 👌👍

Initially this was going to be an awful review but Charlaine has really spun this stay around for me. Throughout what seemed extremely disorganised and chaotic, she still managed to wizz around the hotel and make sure everyone was happy. Food was extremely slow coming out and she managed to keep everyone smiling making sure that nobody felt unheard or forgotten. She was seating people when it was packed, jumping from bar to reception, taking orders and never forgetting anything even when doing multiple jobs at the same time. I even saw her in the kitchen at one point when I went for a bathroom break. She was very intricate in asking about my allergy that is unheard of (I am severely allergic to legumes) making sure that I was pleased and safe. She even polished my cutlery fresh, opened new napkins for me, sprayed my table top to bottom and the chairs with a fresh cloth AND swept underneath my table for me as she had explained that a lot of dishes come with various peas and legumes so it’s likely that there was traces all over the place. She said and i quote “those little buggers get everywhere, especially when the kids get them” and it made me chuckle. I am also neurodivergent which I did not make known but she could sense that I was intimidated by a loud group of lads next to me and had kindly moved me away from them despite having other things to do. To notice somebody else’s discomfort when they have not said a word about it takes real attention to detail to spot and an even bigger heart to take action on it. I cannot thank Charlaine enough for her efforts. Towards the end of the night we had a conversation about her aspirations and goals in life, in which I found out that she is a qualified accountant. I had asked why she worked in hospitality with such qualifications behind her and she had said she likes the social aspect of it and what a wise choice she has made. I have truly never met anyone so open, funny, accommodating and caring even if I only knew her for 2 evenings. You can truly see everyone’s faces light up from guests to staff when she walks in the room. I even witnessed one of the other lodgers at the bar singing her praises and a fellow colleague hugging her and saying “Thank God you’re in!” when starting her shift. I later joined the guest at the bar and we talked for hours about how wonderful Charlaine is. She had kept an infectious smile on her face throughout her entire shift and did not fall short of making all the guests laugh regardless of how busy it was. She made time for everyone and could not do enough despite being told multiple times to take a break by co-workers and even guests. I have never known anyone to be so passionate and witty at the same time and can truly say that she is an absolute gem. I would come back just to see her again whilst praying in the back of my mind that she has moved onto bigger and better things because she truly deserves the best for the massive heart that she has.

Had a great time at the bar thanks to Fern — she was genuinely one of the nicest people I’ve met behind the bar. Made me feel really welcomed straight away and had a great sense of humour. Proper good vibes all round, she made the night that much better!

Fern deserves a very high pay rise because it’ll allow her to continue to be a beacon of positivity and quality customer service. She has high understanding of customer concerns. I had mentioned that I don’t want beer in my batter and she made real effort in making sure I can enjoy a great dish (fish and chips) without compromising on my beliefs. She also was thoughtful enough to recommend dishes that’ll save money as well as satisfy my big appetite. Best service I had from a hotel because of Fern’s personality and support (p.s I’ve been to many hotels)

Great service, especially from Fern; from the day I’ve step foot in the hotel, Fern went above and beyond. Hotel was clean and food was good