The hotel was ok if a little disappointing for a 4...

The hotel was ok if a little disappointing for a 4* hotel. Slightly shabby, the lifts broke and the fire alarm kept going off. The customer service, however, is disgraceful! We had a serious incident whilst we were there and the hotel refuses to release the paperwork relating to it to our insurers despite promising us they would. They have been rude and slow in their responses. The true test of a hotel is how they deal with situations out of the norm and they have proved themselves to not care in the least about their customers. STAY ANYWHERE BUT HERE.