All in all not the luxurious and pampering break I had anticipated, rather a very dilapidated hotel with amenities not as advertised, where only the level of service could rival the extremely poor quality of food.
I had not booked the hotel direct, and I wondered whether my experiences were in part due to this? The principal way in which I was treated differently to other guests was that I was not offered a room within the actual hotel, but given the only ‘guest’ room within the utility and staff accommodation block. This block continuously had the outside door open, which caused terrific drafts and noise throughout the night. It also meant that I was awoken at 06:30 on Sunday morning by something which sounded like a spin cycle from a washing machine! I also did not have access to the internet. When I tried to complain to a Manager on the day of my arrival, I was belittled and told that there was nowhere in the hotel that had better internet coverage. He laughed at me the next morning when I tried to complain about the unwanted early morning wake up call.
The room that I was given was poorly decorated, with walls covered in patches, the bathroom was not clean and during my stay a dirty towel was picked up from the floor folded and placed back on the towel rack. I then placed the towel in the bath the next day, to find after my room had been “cleaned”, the dirty towel had been placed in one of the sinks, the other sink had a leak which came out at a right angle so you got drenched when you tried to turn the tap on! The TV was something out of Fawlty Towers, as you needed to move the cabinet it was on to turn it on and off at the power point to get the thing to work! (This was known by the employees of the hotel and did not come as a shock to them when I reported the issue).
Breakfast was served in another block, and it had been raining. Guests therefore had to wear their coats to breakfast. My coat was not hung up as were others, but was dumped in a corner, with my wet umbrella placed on top. The waiter who handed me my coat was surprised to find it dumped so; it had been placed by one of the hotel Managers. The breakfast was awful, which was made worse by my ‘fine dining’ experience of the previous evening having been ruined by the admitted and obvious inexperienced waiting staff. At breakfast the toast was cold, the poached egg mostly raw, the sausage pink in the middle and the fruit very over ripe. Though, the service in the restaurant was better than the room service, where 3 of the 4 occasions that I ordered Earl Grey tea I was given green tea, and had to educate the staff as to the difference in appearance and smell between the 2 teas.
After all of these and other issues, admittedly some fairly minor although things that you would not expect from a 5* hotel, I was annoyed and spoke with the receptionist. She understood my annoyance and said that she would speak to a Manager, but nothing happened. Later that evening I was upset at being treated so appallingly, and tried to speak with a Manager myself. A different receptionist was on duty and told me that there were no Managers with whom I could speak, that it would have to wait until the next day. I asked if there was no Duty Manager on call. I was told no, it would have to wait until the next day. I was so offended because I knew the receptionist was lying to me, that I complained to booking.com who spoke with the hotel, and amazingly spoke to the Duty Manager! I left that evening, without a single word of apology from the hotel, for a more professional 4* hotel. Upon leaving, even though I clearly had my room key in my hand to give them, the porter rudely and quite aggressively told me I had to leave my room key. I asked "can you not see it in my hand?", and he simply smiled at me and snatched it from my hand.
I have attempted to complain about these points and others, but neither the hotel or Relais & Chateaux are interested in my comments. The situation was very poorly handled and it does not tempt me to ever visit another Relais & Chateaux resort.
Do not try to get any kind of deal or bargain at this hotel, as I am convinced this is the main reas...
See more room tips
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Thankyou for taking the time to write your comments about your stay at the Hotel. I was most distressed to read all the areas of concern you had whilst staying with us. All the rooms in the Hotel have been newly refurbished and we are in the final stages of having the Mansion rooms refitted as we speak. We do not differentiate between our guests, and allocate rooms on what is available and what is booked. We do not have any staff accommodation on site and therefore am confused by the comment of the staff block. The Royal Crescent was built in 1775 and therefore the buildings do not connect like the modern hotel, but we get many comments stating that this adds character to the entire stay.
Report response as inappropriate
I am sorry that you felt the food was poor as we have received 3AA rosettes for quality of food and get many good comments about breakfast. Our staffs are trained to react to every guest and had it been mentioned, we would have happily changed the items that you were not happy with.
I am sorry that you did not enjoy your experience at the Hotel.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.