I stayed here for three nights in August 2013 during the Dublin Horse Show with my sister and 12 year old daughter. I have stayed here on a number of occasions in the past few years and have enjoyed every stay immensely. On arrival we were efficiently checked into our luxurious premium room (courtesy of a free upgrade from booking through Grand Luxury Hotels). The room was perfect with all the details you would expect from a hotel of this calibre. There was a nice personal touch of a bowl of cookies including a horse shaped one for my daughter, and as requested tea and coffee making facilities had been put into the room. After a day at the show we were really looking forward to a nice meal at Seasons Restaurant. And it was then that things went pear-shaped. It was my sister's first visit to the hotel and I had raved to her about how good the food was. We sat down, looked at the menu - and I couldn't believe my eyes. Had I walked into the wrong restaurant? Fish and chips, burger and chips, even a club sandwich. On a 5* hotel dinner menu? Now I know that the horse show week is a really busy time and I had anticipated a limited menu. What I had not anticipated was that the food offered would have been so basic. A club sandwich for dinner? If I had wanted pub grub I would have gone to the pub around the corner! The food itself was ok - nothing to write home about - we formed the view that it had been sitting about for a while. Overall we were left feeling hugely disappointed with the dining experience.
I love my hotel breakfast and was expecting the usual lavish spread. I think though that the fresh fruit on offer was more limited than previous visits. There were two low points at breakfast - the first being when my sister took a spoonful of her luxurious yoghurt and found it had gone "off". Hers was clearly not an isolated experience as the lady at the next table took one spoonful and left the rest of her pot. The second was when I asked if there was any sign of the toast we had ordered ten minutes or so earlier and the member of staff stated somewhat curtly that the kitchen "WAS RATHER BUSY." This is a five star hotel. During the horse show it charges premium rates for a minimum three night stay and every room is booked. It is entirely unacceptable to provide (at best) a three star ding experience, just because the hotel is very busy. If extra staff are required, they should be put on.
Aside from these issues the rest of our stay was great. I had a massage in the spa which was absolutely divine. Apart from the brusque lady at breakfast all other members of staff were unfailingly helpful and polite.
Would I go back? Yes - in fact we are going back in September for a concert at the O2. Would I eat at Seasons again? Yes, but not during the horse show. I will go to the pub and get the same food at pub prices!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
August 15, 2013
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Thank you for your honest and detailed review following your stay with us during the week of the Dublin Horseshow.
I am delighted with your comment that you enjoyed your previous stays "immensely" . I am aware you gave us five stars in your review last year and therefore it is disappointing that we were unable to meet your expectations this year in Seasons restaurant.
I am happy to hear you found the room perfect, with a personal touch. We ran a special horseshow menu for the week in Seasons, more casual than you would have seen in the past. With every aspect of your stay the same as on previous visits, I can understand that it could have been a big surprise and possibly quite disappointing if you were expecting a more formal menu. The menu we served was an extension of our all day dining offering we serve in our Lounge, Bar and Reading Room Restaurant. It ranges from sharing boards and sandwiches to the grill section that feature Irish Fillet, Sirloin, Fresh Fish, etc.
NornIronNic, I will attempt to make contact with you and we can discuss your visit in more detail.
I hope to meet you and your daughter in person in September.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.