My husband and I stayed here for 2 nights in August for our wedding anniversary. We booked it based on all the fabulous reviews on Tripadvisor.Unfortunately for us the experience was not a good one. We had the lower ground floor family room and were woken at 6.00am by water leaking in by the front door.Looking at the old stains on the arch of the door and ceiling, this was not the first leak they had had in this room. We were informed that it was supposed to have been repaired a while ago and that they would send the maintenance man to look at it. We left a towel and saucepan underneath it and they were both still there when we returned from our day's outing! They had left a bottle of wine in the room, presumably as an apology, which was appreciated. Cut to the second morning at 7.45am and we're woken up by another leak - this time it is over one of the bed's, through one of the light fittings on the ceiling. One of our cases and some clothes had got damp and so we moved the towel and saucepan onto the bed from the previous leak site. When my husband phoned reception to tell them it was leaking through the light, the response was 'Oh my God' and 'I'll go to the room above you and check'. Again there was no apology. Even at breakfast the woman serving us (the owner?) came up and said the plumber should be out today. Frankly I had no interest in when their plumber would be out, but just wanted to hear that elusive apology. As an additional nightmare, there is an interconnecting door to this family room and although it was quiet the first night, the second night the adjoining room was occupied and we could hear the occupants' conversation word for word! Upon leaving my husband only paid half the bill which is what we had deemed to be fair. He was told that he was being unreasonable since we had been given a bottle of wine (which incidentally we had not asked for). We understand that problems like this can occur, although two nights running is a litle farcical, but our concern was the lack of apology and care we received from the staff.
I am a little suprised at how good the reviews are for this hotel, since even without these incidents we were not overly impressed.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
It is a great shame the word sorry was not heard. We felt that by giving you a bottle of wine and by reducing the rate was a symbol of regret that this had happened and an un-said "sorry"
Report response as inappropriate
Please accept a big SORRY from all the team
Sometime things go wrong and it can't be helped
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.