We came to stay here for a family event for my partners parents wedding anniversary as when they use to take all there family holidays in the area when the children were young.
When arriving at the hotel we were met at the door and the porter who was very nice he took our luggage and we checked in we had a corner suite which was ok a bit basic but on closer inspection there were dirty marks on the walls round the light switches and paint flaking of the walls in areas but apart form that the room was really comfortable and clean.
As we had a nice hot summer I went to switch the air conditioning on but it kept coming up with an error message but wasn’t the end of the world. Later that day when we went to the pool I mentioned to the receptionist that it wasn’t working and if someone would take a look in case I was doing something wrong, I got a blank look from here but I guested she had taken in.
When we came up that evening to change for dinner there was a letter on the desk “we are sorry the air conditioning is broken and we have been waiting for a part to arrive, if you need a fan please go to the front desk where one will be supplied” Now this I thought was unacceptable not only had they sold us a room at full price (which for what we got I thought was horribly overpriced but it wasn’t my choice it was a family trip) but obviously the reason I had said it wasn’t working is because I wanted it on so why they felt it wouldn’t have been a good idea to put a fan in the room while they were up there was completely beyond me.
I have to say the main bar was nice and the staff there were very friendly as where the waiting staff at breakfast.
The staff at the pool bar however nice and friendly they were they also liked to have in-depth conversations with each and felt that this was much more important than serving their guests. At one point there was 4 of them behind the bar 2 of them looking directly at me as I stood about 4ft away from them all of them chatting away I actually had to say “if I’m not interrupting could I order a round of drinks” this was met with a half scowl. Now you may think I’m being fussy but I work in a hotel and that behaviour is unacceptable at no point for the 2 days we were there did I see a manager come out a check the staff at the pool and the point they were all discussing the hotel and people who worked in it, in good ear shot of the guests I thought was very unprofessional. However as I said they were all very friendly but in need of some customer service training.
The day we checked out I mention the air con incident to the receptionist and about the note once again a blank look, no sorry, no is there anything we can do. I said “I thought we deserved a rate reduction as we hadn’t got what we had paid for” but again nothing…….? So with all my partners family in ear shot I wasn’t going to start ranting so I just smile paid the bill and walked off, however I did write a letter to the manger but never heard back.
As a hotel receptionist myself I very rarely writer a bad review on staff but I am also aware of the level of customer service that guests should receive in our industry and this hotel did not come anywhere close to it.
To sum it up it was alright, the views were nice and it was clean but for the cost of the room I would have rather stayed in a much cheaper hotel if I was ever in the area again. Hopefully with better customer care.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.