Well I arrived at 8pm to check in to find the hotel closed – panic time! So I checked my booking, yes was the right day so phoned the hotel from the car park (which was closed). Reception answered and I said -
(Me) Do you have a booking for me? Yes the girl at the check-in said but we are closed and we have been trying to contact you to tell you the hotel is closed – my answer ‘well that’s worked as I’m here!’
(Hotel) Well we have been trying to get hold of you all day
(Me) Just how have you been trying to get hold of me? I book through hotels.com, don’t you have their number?
(Hotel) Yes it’s a UK number
(Me) Well I’m based in the UK
(Hotel) Well we didn’t phone it... as it was a UK number
At this point I clearly see I was speaking to someone with zero customer service so asked that simple question –
(Me) As I have pre-paid, can you tell me what plans you have made to move me to another hotel?
(Hotel) None you just need to claim the money back from who you booked the hotel with and find another hotel on your own ………….
At this point I was speechless with lack of customer service levels I would except at Faulty Towers I hung up as due to complete shock of how little they cared about guests.
Thank god I had booked via hotels.com, I phoned then and within 5 min they moved my hotel to another hotel and offered compensation. I will never stay in this hotel again and advise people to look at the hotel on the corner on the front, not this one!
- Official Description (provided by the hotel):
- The Fitzwilton Hotel,is located in the heart of Waterford City Centre and only 50 metres from the city's main train and bus station. The hotel also offers free on-site parking and FREE hi-speed WI-FI. All the city's main attractions are but a brief pleasant stroll from our doorstep. The hotel comprises of 90 sumptuous rooms and suites, each individually designed and decorated to the highest of standards. Many of these large spacious rooms offer the unique feature of floor to ceiling windows which give stunning views of the river Suir and the cityscape. Dining at the Fitzwilton is an easy option - Restaurant Chez - K's, as originally proclaimed by the Bridgestone guide to be a "must - do restaurant" in Waterford is simply not to be missed. Renowned locally and further afield for its stunning dishes and most famously for its mouth watering steak dishes, this restaurant will satisfy the most demanding of palettes in the most comfortable and enjoyable surroundings. If you fancy an after dinner drink, relax and unwind in the funky Met Bar. With soft leather lounges and modern lighting and art features, the Met Bar serves an array of quirky cocktails, international wines and beers and serves a delicious bar menu throughout the day and evening. The hotel is located in the very heart of Waterford City so everything you need is but a short walk away. So if you are coming to visit the world famous Waterford Crystal factory, walk the beaches of Dunmore or simply want to explore the delight and history of the 'oldest city in Ireland' you can be guaranteed of doing it in style at the Fitzwilton Hotel. "We look forward to welcoming you." Room Description: All rooms at the Fitzwilton hotel are en-suite and come with shower and bath facilities. Boasting some of the largest rooms in the city, the hotel offers a variety of rooms types such as: Double Rooms - comprising of large double Bed, Twin Rooms - comprising of large double & Single bed, Triple Rooms - comprising of three single beds. All the above rooms are extremely spacious and among the largest in Waterford City. ... more less
- Reservation Options:
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- Also Known As:
- Fitzwilton Hotel Waterford