We decided to treat ourselves to an executive room at this four star hotel recently for a three night break with the understanding that excellent service, facilities and a spacious room were to be expected.
On arrival we were reluctantly given a balcony key by an apathetic staff member (you must also sign for it) who wanted to know if we wanted it because we were smokers (!)
The room was a disappointment, I have seen the superior room and the executive room we were in was not good enough to merit the increased rate. The balcony which was supposed to be a plus point, especially following the rudeness downstairs, would not open. The nespresso machine wasn't working.
The table in the room was a tiny coffee table that would barely fit a dinner plate let alone cater for two people having room service, one of us had a cheery meal next to the tv.
Breakfast had the usual cold buffet and a limited selection of self-service hot food. We waited for 10-15 minutes in a room that had only two other tables occupied before we got exasperated and approached one of the staff who had steadily ignored us. Ordered tea/coffee, received tea, waited another while for coffee having re-ordered it. Asked for vegetarian options (hot food for us that point was mushrooms and a tomato) and ordered scrambled egg. Rubbery is the word that best fits, of the microwaved kind.
Brought several issues to the attention of reception staff, were told that we would be moved to another room and our suitcases would be moved to another room when we were out. In the meantime a pleasant lady came to the room about the balcony -key given didn't work, she needed to get her master key. We would then be expected to let the reception know when we needed it locked/unlocked. She thankfully sorted the nespresso machine for us and was on the whole very helpful. A member of housekeeping managed to get a key sorted for us by the time we came back in the evening, as we mentioned we would be complaining about the balcony saga.
Just before we left, another member of staff came to the room and after letting us know that he had been trying to get hold of us told us that we wouldn't be moved to another room and that his manager said if we wanted extra room we could pay more and get one.
We fancied watching a film on our last night and rang down to see why pay per view wasn't on the tv. We were told unapologetically that the hotel does not have pay per view and then after we pointed out that this was a feature of the room described on their own website, received a less haughty reply of 'We could bring you a DVD player'.
On the up side the room was spotless, all credit to the housekeeping staff and the night room service had decent food and a friendly porter. Taxis and wake-up call for the airport were all timely. The leisure centre was well equipped, spa was completely booked out for four days in advance so would advise booking early if going. Location is very handy.
Overall though, it was average and I expected more from a four star hotel.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dear Cof Cof
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I was really disapointed to read about the challenges that you had during your stay .
The excutive rooms are considerable larger that a superior Room and have a balcony .
We are obliged for safety reasons to lock these doors unless the Guest requests the key .
I do know there was some problem with the first key but that it was sorted out shortly afterwards
I am pleased that the Staff were able to explain to you how the coffee machine works.
I must apologize if you felt the Staff attiude was less than helpful when they explained about the charge for a suite ,it was certainly not their Intention to appear less than caring about your request.
I certainly think we can do a better job with Hot vegetarian choices for Breakfast and we will certainly action this point straight away
Thank you for the feedback and again my apologies
Dermot De Loughry
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.