Myself and six other members of my family, including a six-month old baby and a eighty-something grandmother, arrived at Treacys Hotel on November 17 to stay for two nights. This was meant to a relaxing weekend where the family could spend some quality time together. There were forgivable issues when we arrived (that the car park was not as close to the hotel as we were led to believe and the receptionist was unhelpful and verging on rude) but this was nothing compared to what was found in one of the three rooms we were giving for our stay. On the bathroom light switch, telephone, chair, desk and wall was some brown substance that looked similar to excrement.
This was obviously quite a surprise and we called reception once it was spotted. The receptionist who arrived offered us another room without much empathy for the disgust that we felt at the lack of cleanliness in the room. We asked for the manager and the duty manager arrived, initially as shocked by the incident as we were. He also offered us another room and an upgrade but we had decided that we wanted a refund and to find another hotel. We were told that getting a refund wasn't a problem but I had to request the duty manager to search for an alternative hotel for us. This didn't seem to be a problem so we moved ourselves and our stuff to reception where we waited approximately 90 minutes where we weren't offered any type of hospitality despite our obvious shock, dissatisfaction and discomfort. When we asked for updates we were met with unhelpful behaviour from the duty manager and the receptionists. In fact we saw them laughing and enjoying themselves as they were searching for alternative accommodation for us and after we asked for updates.
Thankfully they found available rooms in the Tower Hotel and we moved ourselves, without any further assistance, apologies or greeting from the people at Treacys Hotel. We did leave one of our mobile numbers for the manager to call us. He did about one hour later but he was only offering his apologies, which we felt came too late when we had moved to a superior hotel and wanted to forget the incident/enjoy the rest of our weekend.
Collectively my family have stayed in a countless number of hotels, hostels, B&Bs, etc and have never experienced anything as bad as the service or uncleanliness at Treacys Hotel.
I would definitely advise that people do not stay in this hotel, especially as The Tower Hotel a few minutes away from it offers the same prices with much better quality (even if the rooms were clean!).
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
November 29, 2012
Report response as inappropriate
I apologise that your experience with us was so disappointing. May I first state that it was not excrement that you found in your room as per your review but that it was indeed chocolate. The intention was that this room was not to be released as a deeper clean to remove the chocolate marks was required by housekeeping. For our human error on this again we apologise.
I can assure you that this was an isolated incident, as the remaining members of your family had no issues with cleanliness of their rooms and our hotel. The countless reviews on Tripadvisor praising our high standards in housekeeping emphasis that the chocolate marks on our walls in your room was a solitary incident.
I do however take exception to your comments in relation to our team members here at Treacy’s Hotel. Every single member of the Treacy’s Hotel staff work extremely hard to ensure all guests have a pleasant stay with us and this is clearly evident in previous reviews. Once reception became aware of the incident you were immediately offer another room, our duty manager offered you a new room and a free upgrade. You refused both and a refund was arranged without hesitation for both you and your other guests even though they had no issue with their rooms. Our reception team then searched and booked alternative accommodation for you and the rest of your party. Our General Manager contacted you once he had investigated and was confident that what was in the room was chocolate and again offered his sincere apologies for our human error.
I am happy to hear that you and your family did enjoy the rest of your weekend here in Waterford. We were confident that you would enjoy the alternative accommodation that our team here at Treacy’s Hotel arranged for you.
Sales & Marketing
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.