We are a family of 5 who stayed at the Fitzwilliam’s for 2 nights and were supposed to stay for another night before going back to our home.
First of all let me point out that my experience with this hotel started very well since the reservation manager, Mr John Kelly did his utmost to help me with good suggestions about rooms and rates.
Let me also point out that I am usually a very enthusiastic client and rarely complain about a hotel, unless I really MUST.
This time I MUST tell you why I WILL NEVER GO BACK to a place like the Fitzwilliam.
The location is just perfect and all the other reviews can just confirm this: very close to GRAFTON Street, ST STEPHEN GREEN: fantastic when you have a 21 year old, an 11 year old and a 2 year old!
The hotel is very nice but I would not define it a 5 star: I would say that it is a good 4 star: the rooms are nice but the service all over the hotel and restaurant is a bit cold, as though there was not a sense of unity. Everyone is nice but somehow distant.
We stayed for dinner in CITRON and although the service by Fernando was excellent, we were really not impressed with the food: it was OK, but again did not meet the standards of a 5 star hotel. The restaurant itself which is on the mezzanine is a bit anonymous.
Our rooms were clean and well decorated.
On our trip back to Dublin after 3 days at Ashford Castle a good 4 hours drive from the capital, we arrived at the Fitzwilliam’s where the receptionist told me that it was impossible to check in because of a computer problem.
After a few minutes the assistant manager, (for decency I will not mention his name despite of the fact that we have his business card) came to see me with a very sad face and told me they were unable to check us in because there was a major problem with water supply and the rooms had no water. He said to me he was very upset because he would have an empty hotel for the week end. However, he said, we would stay at the MARRION (I knew already this hotel, it’s a real gem) which was a better hotel, with more facilities, a swimming pool etc.
Useless to say that despite of their “upgrading” I was not excited to move the luggage and especially the boys who were tired for the trip and hyper because of 4 hours of seating in a car but showed a certain sympathy for the whole situation: after all who would like to be the assistant manager of an empty 5 stars on a bank holyday week end?
Only the hotel was far from being empty and the more I waited in the lobby for my husband to come back from the car rental garage, the more I could see that the clients were arriving with their Saturday shopping. Also, I went to the bathroom to change the baby’s nappy and guess what? There was water…
I went to see the manager and share my doubts with him. He said that in fact only 15% of the rooms had no water, the rest was fine…
When my husband arrived, he really thought the assistant’s manager explanation was very strange, but we decided to move hotel anyway. The concierge called a courtesy taxi van for us.
I waited for about 1 hour and 40 minutes, more than 30 minutes just for the cab. Concierge said all the vans were occupied and the traffic was very bad because of BEYONCE CONCERT IN DUBLIN and when I saw a van come I rushed to see if this was ours. Promptly the concierge said this was not ours but guess what? I think I know who had rented the van. A couple of very big body guard type gentlemen open the van and started to extract dozens of cases and, NO KIDDING, dozens of shopping bags from very expensive shops in Dublin… And who sent a double at the museum in Vienna while she was shopping in the city centre a few weeks ago? Was it not Beyoncé?
When my husband asked the concierges if she was staying at the Fitzwilliam’s they suddenly became very evasive saying they could not confirm the information and that we should talk to the manager. My husband went to see him again and asked very simply if they had rented our room to someone else. He became very confused, gave us again the story of lack of water. When my husband asked to see JUST ONE ROOM with no water, he said it was not possible.
I know this story is a bit long but there is only one conclusion: I doubt that Beyoncé or another VIP would stay in the standard room of the Fitzwilliam’s: they would certainly use the penthouse. But how about their staff, the desire for privacy that make certain of these people rent entire floors just to have peace and quiet…
This is maybe a possibility. I will never know for sure…and honestly now I do not care.
Whatever it was, we were told and told again A BARE FACE LIE and treated like perfect idiot. The older kids were really shocked because this behaviour is against the basic rule of education.
People should never be treated with disrespect, no matter if they stay in a 5 or 1 star hotel, no matter if they are dressed in Prada or in old clothes.
Respect is probably not a subject present in all the Hotel schools and probably not in every family. For sure this is not something we experienced with the assistant manager of the Fitzwilliam.
When you choose a nice hotel, you choose a certain number of elements that should never lack. I use a lot this kind of hotels also for work events. The area of St Stephen Green has other remarkable hotels (see my other review)
I WILL NEVER RECOMMEND THE FITZWILLIAMS TO ANY OF MY FRIENDS OR COLLEAGUES. NEVER.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.