We booked an Executive Room, which was very cold with inadequate heating and badly fitting windows. We asked for an extra blanket and heater. The shower head was also cracked. As I travel with a silk pillowcase, against allergies, I left this behind when checking out, by mistake. The following morning I phoned and asked if it had been handed in, they were supposed to look and ask the laundry service if one was found. I called three times from Switzerland with no luck and speaking to several personnel. This was my fault I admit, but there is no customer service at this hotel and half the staff do not speak English. No one contacted me back as promised, to inform me my pillowcase cannot be traced. We will not be staying there again, as this hotel needs to train staff to perform to standards advertised. In this day and age simple acts like recycling paper and cartons discarded by guests was a difficulty for their staff. We have stayed at the Hendon Hall hotel several times before and found this PR totally lacking.