Check In - Upon arrival, at 2pm we were seen to straight away by a lady who had no customer service skills, she took our pre-auth payment and said 'wait in the bar, your rooms not ready'. We were told check in was at 2pm, so we arrived at 2pm. Approximately two hours later we were given our key card and room number (211). We were left to find our way to the lift and to our room.
The Room - Very clean and bright, canvas pictures on the wall were a bit 'playgroup'. The coffee/tea situation was OK, lacking in sachets if anything. Why on earth the kettle and table is 2 inches off the floor is anybody's guess. The shower room was in the style of a wet room, towels felt luxury and the hand soap and shower gel were fine. The TV was very slow, press the desired channel and it will turn over after about 30 seconds. Noise from the carpark across the river was awful, heavy drum and bass music and mopeds revving up until 2am, I understand the hotel cannot do anything about this of course. There was no noise or interruptions from other guests. The smell from the kitchen underneath was quite overpowering at times.
Check Out - Seen to straight away again, when asked how our stay was I mentioned the duration of our wait at check in and the lady kind of shrugged it off as if to pass the responsibility on to somebody else.
Summary - My partner and I had had a busy week at work and fancied a chilled night away from home. We visited The Beagle pub about a 20 minute drive away, very nice food! Whilst waiting to be called with our room number and key card, we saw a member of staff who was leaving his shift, he was called back by what I imagine to be his manager, the young member of staff was being disciplined about his manners. I thought this was extremely inappropriate considering hotel guests were in the vicinity. My partner and I cancelled breakfast as we didn't see paying £9.95 each for a small buffet and cup of coffee was very justifiable. The pre authorisation system is at best confusing, no other hotel system has been so complicated and we have stayed at a considerable number of hotels over the past 2 years. My partner and I are smokers, when coming down from our room to the smoking area, we were looked at by several members of staff (who were just loitering in the foyer) as if to say 'what are you doing' or 'are you supposed to be here'. It made us feel pretty uncomfortable. As young professionals, we expect the same respect we give to others. Overall, the hotel itself is fine, clean, modern and tidy. The customer service was rather poor, as was the manner of MOST of the staff.
After much discussion, we will not be staying at Ramada Encore again.
Travel Lodge, Novotel and Salthouse Harbour all offer better service and value for money.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Thank you for your recent review of Ramada Encore Ipswich.
Your feedback is invaluable and much appreciated. I would like to offer my sincere apologies for not delivering the service and experience that you were looking for. We recognise that there were a few instances during your visit where we fell short of meeting the our quailty expectations.
I would therefore like to invite you to contact myself directly (+44 (0)1473 684 600) or via email at email@example.com.
We hope to be able to restore your confidence in us and look forward to inviting you back in the future.
Deputy General Manager
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.