I have stayed here twice, the first trip was with my girl friends for a spa break in March 2012. The second was with my husband and another couple after a charity trek up Slieve Donnard Mountain in July 2012.
My first trip was fantastic, reception staff were friendly, helpful and check in was smooth. The room was a family room which had a double bed, single and bunkbeds in a quite small room. The room seemed clean but quite tired looking. The bathroom was adequate and clean.
We used the spa opting for massages which we all really enjoyed. The spa was lovely and relaxing. We never got to the pool as we spent hours in the relaxation room chatting and eating the complimentary chilled fruits which was a nice touch.
We ate in the Vine restaurant and I absolutely LOVED my meal! The food was exquisite. We stayed mid-week and had pre booked, which was lucky as the restaurant was full. Our waiter was a young looking guy who was just lovely, attentive and chatty.
Breakfast the next morning was also good, a large choice with great service from the same young man as dinner the night previous. Checkout was again smooth. I loved this stay so much that I recommended it to my sister and her fiancé and we all booked to stay in July after a mountain trek.
We checked in with the friendly staff headed to our rooms then straight to the pool and jacuzzi to relax our tired legs. To our disappointment we were told in the leisure area that the jacuzzi was not working and we should have been informed by the reception staff on check in. They hadn't mentioned it despite us talking about how we were looking forward to it. We headed to the pool anyway which had quite a few children in it. It does have a toddler pool area which was good for the smaller kids.
We went to dinner in the Vine restaurant after I had raved about it to everyone so much. I ended up embarrassed. I ordered exactly as I had during my last stay and every course was served different with something missing from what was stated on the menu. My husband and one of our guests ordered food that appeared luke warm and tasteless. My dessert arrived with one of the main ingredients missing. When I finally got the attention of our waitress to ask about it she told me "We must have run out." She then walked off and I thought she was away to check with the chef but she never did come back to us! During the entire meal service was slow and without a smile. Not once were we offered drinks, we had to go out to the bar and order them ourselves and bring them back each time we needed drinks. When our table was full with empty plates and glasses I had to ask the waitress to clear the table. She lifted the plates and left the glasses. I then had to ask to get the glasses cleared and she looked taken aback and harassed that I dared ask. Not once did she enquire how our meal was. Perhaps she already knew the answer! Not one person at the table was happy with their meal.
Breakfast was more of the same. We were shown to our table and 20 minutes later after we had eaten the over cooked breakfasts we had been left to choose from the buffet I had to leave the table and go and find a waiter to ask for tea and toast. Dirty plates were never cleared and our tea was never topped up.
When we checked out the receptionist asked how our stay was and I informed her that she was actually the first person to ask us! I explained the rude and absent service from dinner and the poor service from breakfast. She apologised and told me to email them when I got home to log my complaints. I will be honest that I didn't bother.
The hotel itself is lovely. The bar is great and the lounge has massive windows with beautiful views of the Mourne Mountains. I just cant believe the 2 completely different experiences I have had. I am not sure if I would stay again. I will probably try the Hastings Slieve Donnard Hotel next time. I will never say never though as you can get some good deals including spa deals here. Maybe 3rd time lucky!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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I wish to respond to you and hopefully re-establish your confidence in our product. I must apologise that your experience in our Vine restaurant wasn't to our normal high standard as noted from previous reviews our food and service has scored top marks with our guest. Please accept that the team at the Burrendale Hotel are always striving for excellence. Your feedbacks very valuable to the future experiences of our guest, and have confidence that we take it seriously.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.