We just returned from our three day stay. First off let me say the place looks beautiful and is in a gorgeous setting but that's where the good stuff ends. There have been many reviews which comment on the absence of staff. Let me echo this sentiment; there are NO staff! Apparently there is no manager as well; just an owner who after hearing the numerous complaints about how lack of staff negatively impacts the hotel, has decided to do nothing. Upon check in we reported that our sink did not drain. The woman told us "maybe it would be fixed the next day." We insisted she have it fixed and she returned some time later with a bottle of chemicals which she put into the standing water. It never worked properly and because there was a sign over the sink telling us "not to put things down the drain" we caught on that there were problems with the sink. Our lower floor room smelled of mould although the room looked nice and was comfortable. The cleaning staff made no attempt to clean our room; our bathroom floor was dirty, garbage left for three days stayed on the floor, long black hairs decorated the floor and shower stall. We complained eventually as when we left wet towels in the shower for replacement, the cleaner merely folded up the wet towels and rug and put them on the sink! The staff who help at breakfast are nowhere to be found and it appered the one staff member was more keen on smoking than replenishing food which was pretty lame. There bacon and eggs which were placed in a metal tray with a lid looked so awful it was enough to put you off eating anything. The cushions were not taken in at night so in the morning when you sat down, you got wet! The kicker was when I managed to leave a drawer full of clothing behind. I notified them from the next hotel I was staying at for a few days and asked if they could send them to me. First I was told to call back which I did and was told to call back which I did. After being repeatedly told to call back I insisted they alert the guests in the room that my clothes were in a drawer and would they leave them at reception with the staff. It took days of phone calls to get anyone to look into this for me. At one point I was told that my clothes were not in the hotel and they could find them. I was so stressed! I told them that the cleaner would have taken them then because they were most definately there however I could not fathom she/he would look into the drawer when she/he did not bother to clean the bathroom while we were there. The only way I got my clothing returned was the night staff person (Jeremy) took the issue seriously and had them sent to me. He even came into work early to get them and have them posted by courier to my next hotel. He was the ONLY staff member that was efficient and experience and had it not been for him I doubt my clothes would have been returned. He went above and beyond but he is the only staff member we dealt with who had any skills. By not dealing with my issue quickly, my holiday was very stressful. Not having clothes to wear during a trip was bad enough but being told they were not even in the hotel was worse. This place needs new ownership and management. It is a beautiful looking hotel with no services; breakfasts are sorrowful, the lack of staff pathetic and if anything goes wrong, you are in deep trouble.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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I sincerely regret the disruption you experienced during you stay.
I'm sorry we have caused you such “distress”, and sincerely hope you understand that this was not our intention. When you informed us that you had "forgotten” your clothes, there was the misunderstanding as we were looking for a suitcase, when we reaslised they were singular pieces we did our utmost to have them delivered to you.
I understand that it is not fun to wait, but I do not understand how a person who travels the world, can "smear" in the way you describe, a structure, the entire staff, including myself, excusing only the member of staff who speaks your language.
I agree with you that effective communication aid relations between people.
I do not think that my organization and my person are even less perfect, but it remains true that the objective of us all is to give the best welcome to customers.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.