Checked in at 4pm and discovered enhanced stay package (champagne, chocolates, card, dressing gown and slippers) was not laid on in the room for my mothers 65th birthday, I had to chase this up on several occasions and it was never complete even at end of our stay. Very disappointed.
Reservation payment was inaccurate - I paid in full before arrival and was told I had underpaid. Had to email my confirmation and bank payment details to support this at 11pm at night to night manager.
Dinner on both nights was a complete nightmare - average wait time an hour plus. Served prosecco to compensate. Ensured the next night dining would be improved (for mothers 65th birthday) - was worse. Three wrong meals served, hour wait again between courses, complimentary prosecco served (one glass) complained to duty manager who was unhelpful. I am pregnant and on mediation and in the end had to eat chips! Absolute disgrace with staff not knowing correct order, checking with kitchen and not relaying information back to our table, passing off salad cream as houmous. Not the dining experience we signed up for, complete let down.
Staff seeming unaware of our situation and disappointment and not accepting any genuine concern for our situation, no accountability from anyone.
Check out was awful - we had to 'barter' and 'haggle' for a discount of our meals as dining was inadequate. Couldn't speak to duty manager directly and staff from previous night were not on shift so previous requests were not honoured. All this in front of our mother who was upset about the whole stay as it was a fiasco from start to finish.
Eventually our refund was given as a gesture of 'goodwill' which I found laughable. As we departed a number of very unhappy guests were queuing to check out and had the same fight on their hands, one woman quoted 'it's our turn to haggle now.' Another family with young sons never received their meals until 10.30pm and had dessert sent to their room, another male guest had his complimentary glass of prosecco poured all over him as he waited for his overdue dinner. How ironic!
The hotel then had the cheek to send a generic email asking to complete a survey on the service we received. Gladly!
So we received a warm cookie on arrival - that's the least of their worries!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
I am very disappointed and frustrated to read your feedback, along with your sisters’ below. It is quite clear that our standard excellent customer service was not in place whilst you were here. We are investigating why so many things went wrong for you, and would like to extend, once again, our most sincere apologies. We not only failed to provide the level of service which we try to offer at all times but did not take the opportunity we had to ensure that your complaints were acted upon while you were still here.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.