My friend graduated at Carlisle recently and we thought we'd stay at The Hallmark. Everything seemed fine at first glance and we hurried out to the graduation.
When we returned late evening, the room smelt awful! So we rang down to reception, they sent their duty manager up, he flushed chemicals down the drains in the bathroom to rid the smell. This worked, however my friend who suffers with terrrible asthma did not really appreciate it! Next, we threw back the covers, ready to watch a film in bed, only to find white stains across the brown fleeces on the bed, and plenty of blonde hairs. so, we rang down stairs again. The same manager brought us up more bed linen and a free drink, he told us we would be able to get a refund in the morning with the morning manager. He did not make our bed. When we began to make out bed we discovered that the fleeces were, again, unclean. so, that evening we slept under one white sheet. The room was cold (extremely, without sufficient bed linen), and very noisy.
In the morning we checked the room thoroughly and discovered that not only our bed sheets had been dirty but the room itself. The bathroom was poorly cleaned, the bedroom dusty and homely for spiders in most corners and on both window sills.
We headed down to reception to find this duty manager. After telling her our complaints, she told us it wasn't their fault the linen was dirty, that it was an outside company who dealt with the linen. (I'M SORRY - DO HOUSE KEEPING NOT KNOW HOW TO CHECK?) That the night manager had done the right thing, pooring chemicals down the drains (I REALISE IT WAS THE BEST HE COULD HAVE DONE, SEEING THOUGH THERE WERE NO SPARE ROOMS). But lastly she stated that the roof had leaked that night and she had some customers who had spent the night in leaky rooms, as though to say "What are you whinging for?" (I'M SORRY - IT IS NOT OUR FAULT THAT YOUR HOTEL IS OF SUCH POOR QUALITY, I DO NOT EXPECT DIRTY LINEN, NEVERMIND A LEAKING ROOF) Finally, she offered us 15% off the bill! I told her this was not good enough, and she rudely interrupted me as though dismissing me, and finally offered 50%. A customer service course might be needed!
I would have expected a full refund but my friend and I were really just that tired and annoyed that I could not bare to carry on this argument and accepted this offer, deflated and desperate to get home.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Thank you for your review of which I do find some of your comments unjust and untrue as it was myself whom sat and spoke with you on the morning of your departure. I at no point rudely interrupted you I sat and listened to your issues and responded with the truth and the actions that had been taken and would be taken. The hotel was full that evening we had no rooms to move you to and because of the torrential rain fall yes we did have major issues with the roof, the drains and several other rooms in the hotel which were all dealt with the best that we could under the circumstances.
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You fail to mention that you had 2 rooms in the hotel and that there was nothing wrong in the other room that was occupied other than some disturbance from outside noise which is out of the hotels control.
The refund offered was more than justified for the complaint received.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.