I recently stayed at this Hotel for 2 nights to celebrate my anniversary with my wife.I have travelled the world and never felt the passion to share my negative experience before. But it was the incompassionate response from the management team followed by the Director that put the icing on the cake.
The facts are as follows:
We entered the room upon arrival and there was a lopsided chair that needed fixing emmediatly.
We then captured a Bug that was in between the Pillows.
In the Morning we discovered that the bed sheet was significantly Torn.
I then discovered that I had been sleeping on a pillow case that had several old,dried blood stains on it. OMG.
The night was uncomfortable because the quality of the double glazing was not sufficient to keep enough noise out and to add to this there was noise from either the room upstairs or the footsteps that echoed from the Hallway.
The cleanliness of the room and hotel was on a supperficial level only as we experienced dust on our ledges in the room and stains on the glass all over the hotel.There was a 3 hr delay from reception to have some tea bags sent to the room. And although we did'nt mention this at the time there was a stale urin aroma in the lift with a visible wet stain on the carpet, but by this time we had given up caring.
We paid around 300 euros for this 2 night experience. Recieved a chocolate package as compensation for our discomfort. We where also offered the opp to change the room but did not accept.
I would value this experience equivalent to a 50 euro B&B.
On this occasion we made the mistake of judging the book by the cover and infact the reviews indicated a 4.5 which is good.So we booked it.
I normally coach my managers to consider that when a customer complains, we should consider it a gift as this is an opportunity to recover the customer.
We shall never return to this Hotel or Hotel chain again.