Visited this hotel as a party of 90, a group booking for a ballroom dancing weekend. 23rd November 2012, 3 nights - age range from 24 - 75
The Hotel is fantastically placed, opposite the wide golden sandy beach, We went in November but that's not their fault!!!. The Hotel although dated was comfortable, rooms mostly sea facing and large enough, tea and coffee facilities in room, a small flat screen T.V on wall. Beds clean and comfortable, bathrooms although could do with a refurbishment were also clean, soft towels and nice touches such as shower gel provided. The hotel has seating in the lounges overlooking the sea, and as we went in November and we had weather that prevented leaving the hotel, (high winds and pelting rain) thoughtfully provided games in the lounge for guests. It has indoor bowling green mat lanes and provides the woods for free, a refundable deposit required. However all of that said we felt that the hotel was not staffed to deal with a group booking of 90 people given bad weather warnings that may keep them confined to the hotel. We all stayed half board,the waiting staff were pleasant, the breakfast a help yourself buffet of fruit, cereal and yoghurt, a waiter service of hot menue selection, beware of the english breakfast!!!!, a dried up long ago cooked version of such, if you have eggs in a poached or scrambled version they are cooked to order and a better option. Evening meal portions are small, and also rushed by the staff, each person getting a small round of sliced french bread in a basket, don't ask for more bread (as we did), because the answere is there is no more available!!! Really? We ordered a round of sandwiches on a blustery Sunday afternoon, no bar staff on duty in a busy bar area (the Grand Prix was on), we enquired in reception as to the availability of a bar staff member, eventualyl a chap appeared grumbling that we had woken him up from a sleep as he had got home in the early hours that morning. Several of us locked eyes but no comment made. To be fair he ended up with a busy bar and was alone in trying to deal with it, when we enquired 30 minutes later, at reception to the whereabouts of the two rounds of sandwiches, the pleasant receptionist told us we would have to wait until the barman was free to make them as there was''t anyone else, I pointed out that the barman was busy, a combination of the Grand Prix and the appalling weather, whereby she smiling at me asked me what I wanted her to do about it as she said she couldn't leave the reception to help. I would point out that the hotel was displaying a notice to say that it was closed due to a private party, so quite who else she was expecting to arrive on the Sunday was a mystery. I had asked the barman what choice of sandwiches was available, he said," Ham or Cheese, nothing else" he was rude and abrupt and clearly not happy at being disturbed from his afternoon sleep. The manager the previous day was complaining of having to make coffee all morning (again the weather keeping us in), as she poured us 6 cups of lukewarm brewed coffee, which we should have complained about, but just decided to drink quickly as you do. We just got the impression we were causing them work, the lady hotel manager gave the same impression, were we rowdy? NO, did we drink too much an cause cleaning problems? No, the evening staff were lovely, the hotel had a nice touch of putting iced water and glasses on the bar both on dance instruction afternoons and evenings, it just a shame that the overall day impression was that of being too much trouble. To be fair, 90 people, in November having a dancing weekend away is a decent booking, maybe they don't make a lot on the booking, but we all spent a hell of a lot of money in the bar, and were left feeling that we were an inconvienience, we didn't have expectations but the hotel seems to run on staff who definatly do not have a financial interest in maximising the profit. Even on our day of departure, as we sat in the lounge waiting for our coach, the bar closed, they had as they had had all weekend, a captive audience, no bar open for morning coffee sales. My overall opinion, a dated hotel, no problem, it was comfortable, the service? Apalling during the day, food was basic, the english breakfast awful and don't ask for additional bread at night, the evening staff were lovely, in this day and age Trouville, you are losing a lot of revenue
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Thank you for reviewing your weekend break at the Trouville Hotel.
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We are glad that you enjoyed the location of the hotel and found the hotel to be clean and comfortable. I am sorry to hear that you were not impressed with your cooked breakfast and that you felt the evening meal portions were small. This is surprising as a lot of our guests comment on the quality of our food and the generous sized portions. The bread accompanied with the evening meal is baked fresh before service. On your arrival night almost everybody in your party asked for more bread, to whom we gave the majority seconds however, admittedly, we did run out and to bake more it would have taken at least 15 minutes. For the remainder of your stay we baked extra bread before service which prevented the same thing happening again and I personally know that anyone who asked for extra bread on the Saturday night, was given it.
I believe that on the Sunday afternoon you ordered sandwiches at 3.30pm, whilst watching the Grand Prix which started at 4pm. Our extensive lunch menu is available from 12pm – 1.30pm (although it was extended to 2pm on this day) after which a smaller menu is offered. A chef is on lunch duty until required, thereafter the bar staff will prepare any sandwiches ordered. I have spoken to the member of the bar team who was on duty that day, you obviously hadn’t ‘woken him up from a sleep’ but as he had worked the two previous nights he felt he had built a rapport with the majority of the guests and continued this ‘banter’ on the Sunday. He has even said that the guests were going along with it and having a laugh with him, had they not he would not have continued the joke. This was also the case on the previous day when you say the duty manager was complaining about having to make coffee – she would merely have said it in jest.
I think it is unfair to say that you were left feeling like an inconvenience, purely on the basis that you had to wait longer than expected for two rounds of sandwiches ordered at 3.30pm on an unusually busy Sunday afternoon.
The Trouville Hotel prides itself on having a homely atmosphere with staff who are ‘very friendly and helpful, nothing too much trouble’ – quote from review below.
Having personally chatted to a lot of your fellow guests on departure, they seemed to have all thoroughly enjoyed themselves and were hoping to return next year. We have also since had a ‘thank you’ email from the organiser saying ‘we all had a fab time’ and also a phone call enquiring about availability for 2013.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.