I recently went to the Hallmark as my partner booked me the valentines deal as a surprise.
This included room, chocolate, sparkling wine, a 3 course dinner, breakfast and use of the swimming pool.
The food was lovely can not fault it and the staff in the restaurant, both for dinner and breakfast were very kind and friendly. The rooms were of a good quality however, on arriving we made use of the tea and coffee facilities in the room, the kettle took 15mins to boil and then when I went to pick it up the handle was so hot it burnt my hand, I also noticed that water had leaked from it onto the wires, I called the reception to report the fault, the lady I spoke was rude and just said she would get the duty manager to sort it out and hung up!! The whole stay we never once saw the duty manager or a new kettle. It's safe to say my hand is ok but very sore.
The reception staff is what let down the hotel in my opinion, they were abrupt and rude. I work in the Hospialtiy and Tourism industry and I was shocked that a 4* hotel would have staff so rude!! They treated us as if we were a problem and not guests, I loved the hotel its self but would not return because of the staff at the reception. However this does not encompass all the staff, the restaurant staff as I have said were lovely and some staff I met in the corridor were very polite and actually cracked a smile!
Me and my partner felt very uncomfortable every time we walked past reception and were glad when we checked out although we had the same rude girl who didn't even ask how our stay was or wish us a good trip home. Management need to train their staff in customer service as it is obviously lacking in the reception area.
One minor detail with food was that the breakfast, although a lovely choice and buffet style, the hot food, sausages etc were cold.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
We are very sorry that you experienced the poor service that you did and I thank you for bringing this to my attention, I can assure you that this is not a level of service that we find acceptable and I hope you will accept our apologies and assurance that we will work to ensure it is not repeated.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.