We had an excellent overnight stay here in Sept 2022. As we were due to attend another concert at the Queen's Hall, we thought we would stay again. We subsequently booked a superior room for this occasion, in Oct 2025. We arrived mid-afternoon and were greeted by a charming person who was friendly, helpful but casually dressed, unlike the uniformed staff in other 4-star hotels. We were directed to our room, the Calton, in the basement. Initial impression was the room and bathroom were clean and tidy. My husband went to hang something in the wardrobe but it was full of heaters and electric fans. There was no room to hang clothes. We went out and didn't return until 10.30pm using the keycard to let us into the building as no staff are present after 8pm. As I pulled back the bedclothes, I noticed what I initially thought was a water mark on the sheet. On closer inspection the sheet was clean but the mark was on the mattress topper underneath. I did not investigate further at this point as it had been a long day so I covered the marked area with a pillow. In the morning, I investigated further, the mattress topper had a dried blood stain, dark red, purple colour, about 5 cm by 3 cm. I was horrified. I spoke to a different receptionist, told him of my disgust and that this was totally unacceptable in any hotel. He did not apologise on behalf of the hotel or in any way engage with the issue nor my concerns. He was less than interested. The stains were totally unacceptable and

酒店回复：Thank you for taking the time to share your experience. We are deeply sorry for the issues you encountered during your stay, particularly regarding the condition of the mattress topper. This is far below the standard we strive to maintain, and we sincerely apologize for the distress it caused.Your feedback regarding both the room and our after-hours procedures is very important, and we will address these matters with our team to ensure they are resolved and do not happen again. We regret that your recent visit did not meet the high expectations set by your previous stay, and we truly hope to have the opportunity to restore your confidence in our hotel in the future.