We stayed here for one night while attending the Queens Garden Party, and chose it specifically for the location and the good reviews here. We were originally going to stay 2 nights, but due to a previous change with a holiday and change of flights had to cancel the first night. We contacted the hotel in advance of this, and received notification that this had been done by the reservations department.
However, when we arrived, no record could be found of our reservation. We then had to forward the email with our reservation details to the gentleman on reception, who then had to send it onto another colleague. We were asked to take a seat in the bar and have a drink while this was sorted, but by this time we were worried that there would be no room available for us. Time was also ticking by as we had to change to get ready to go to the Palace. The gentleman from reception came back to say that we had a room, but when we were talking to him at reception he apologised for the misunderstanding but "if we had read the attachment to the email we would have seen that the wrong date had been put". I took umbrage to this because as far as we were concerned we had provided the correct dates to the hotel, and it was reservations that had made the mistake not us.
We were then given the key to the room, which quite frankly, seemed to be the 'emergency room' that they stick those into when cock ups like this are made. It was hot, smelled musty and although the decor was lovely, the bathroom was tiny and the room overlooked the unattractive back of the hotel. I went back to reception to see if another room was available as I was not happy with this. I was then told that the hotel was full, and it was unlikely that I could be moved rooms. It was only when I told the gentleman that I was becoming increasingly unhappy with what had happened so far that he offered to contact their Guest Relations Manager to see if anything could be done.
To be honest, Maria, the Guest Relations Manager, when I explained what had happened - did everything she could to try and sort the mess out. She seems to be the Hotels saving grace. Maria organised a far more suitable room and ensured we were happy with it. She also sought us out when we returned from the Palace and offered us a complimentary drink for that evening, which unfortunately we couldn't take up as we were out for the evening but the gesture was very much appreciated.
The room was lovely, the bed one of the best I have slept in and all spotlessly clean.
Breakfast was good, standard hotel buffet style fare - but we did have to wait 25 minutes for 2 slices of toast and had to ask the staff twice. Also having to order juice instead of helping yourself was a bit of a pain.
But all in all, apart from the problems at check-in, the stay was really good. I think that Maria went out of her way to redeem what the hotel seems to pride itself on, which is the commitment to its customers. It has an old world charm which is right for the location that it is in and all the staff that I met were all friendly and polite. I would certainly recommend it.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Thank you for taking the time to post your review of The Rubens. I am most grateful for your feedback, which is such a valuable source of information for me, regardless of whether it is good or bad, and helps me monitor the service we provide.
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I was most concerned to learn of the issues you experienced on check-in. Please be assured that I have discussed this with my Reservations Manager, as it does appear to have been caused by human error on our part, and have reiterated to her the importance of attention to detail when checking bookings, which she in turn has addressed with her team. I agree that this situation could have been handled better and that my team should have made a new reservation for you, before following up on the missing reservation, rather than keeping you waiting at the time of arrival. Thank you also for your comments on the breakfast service, which I have taken on board and discussed in full with my Food & Beverage Manager. Here at The Rubens, we pride ourselves on the standards of product and service we provide, which makes it all the more disappointing to read that we have let ourselves down on this occasion. Please accept my sincere apologies for any inconvenience caused.
It is also disappointing to learn that you were not happy with the room you were initially allocated, but I was glad to read that my Guest Services Manager, Marta, was able to move you to a more suitable room and that she provided you with assistance throughout your stay. Marta is indeed a much valued member of my team, and I am delighted to hear that you feel she turned what could have been a disappointing stay into an enjoyable one.
I do hope to have the opportunity to welcome you back to The Rubens in person in the not too distant future.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.