Going by the title it does seem very confusing. So, I will give the positives first and then the negatives. Firstly, my husband and I are in the hospitality industry and run accommodation full time. We went to this establishment during our leave. Being in the industry we like to give any feedback during our stay personally to the managers but due to the service we received we are going to give you the same respect and consideration you gave us, hence going on trip advisor.
The house is sensational and very clean. No expense spared. All touches are brilliant. Managed or owned by different people could make this THE PLACE TO STAY in Newcastle.
In this business first and last impressions are vital.
Our first impression was when I booked earlier that day. One room was available - Chateau spa – King bed with double spa. The rate was $145 for 1 adult and $30 for extra. When I booked the owner/manager asked our eta and that to call her when we arrive and she would meet us. When we arrived after 2pm I called and was then asked what room I booked. I replied, Well, it was the one you only had left this morning. She then explained that she is sick and asked her daughter to leave keys out in envelopes and unfortunately the guests who arrived earlier took our spa room. She mentioned that she could ring them and ask them to move. Working in the industry and knowing that mistakes unfortunately do happen I said “Don’t worry, I don’t need a spa and i don't want the guests to have to move” I then inquired what the rate would be instead and she said “Cheaper, and that she hadn’t charged the accommodation to my card yet”. I said that’s fine just charge us accordingly. She hadn’t apologised at this stage. After this conversation we then followed directions to the key drop which was an envelope with the name of the room on it. No surnames. No wonder the previous guests took the wrong key, how would you know. We entered through the side door into what looked like a pantry/linen storage corridor which led into the kitchen. Our room was lovely with a queen bed and shower. There are no names on room by the way . Only one towel was in the bathroom but because I walked through the linen storage I knew where I could find an extra. The house didn’t seem to have information on the history of it, or important numbers such as the owners names, dentists, doctors, places to eat, things to do which I suggest is a good idea. And since she was not there we were not sure what we could use etc. in the kitchen so we didn't touch anything.
The next morning, we woke up for breakfast at 8am. As previously arranged... The owner/manager was in the kitchen when we walked downstairs. We had to say good morning to her and she gave us a miserable smile and a blunt 1 word reply. Okay, I get that you are sick but in our industry you smile and suck it up or you get a replacement until you are well. We both instantly felt like unwelcome strangers into her house. My husband tried to make conversation with her but it wasn’t returned and I said to him to give up. The lady was totally unapproachable, unprofessional and unwelcoming. She never even mentioned the room mistake. She never asked us our name, which room we were in or simple chat of where we were going etc. She never introduced herself to us, so I don’t even know her name.
We left immediately after breakfast as we wouldn’t stay another minute and left without a good bye and that goes against everything we stand for. Returning home we noticed the charge to our c/card. We received $5 off the rate. Missing out on a king bed and spa and that was the difference. That was our last impression and final insult. Obviously it is all about the coin and not caring about giving paying guests a lovely experience that wants them to return. If we had made the mistake we would have either given a discount or 1 person for free and at least an apology. We got none of this. We will never ever subject ourselves to this sort of treatment again. We welcome you to contact us in regards to this feedback. We had all intentions of emailing you with feedback but alias we couldn’t find any details. In this industry you are either suited or not and I’m afraid you are not. Two days later and we are still seething over this experience. Do yourself a favor and find alternative accommodation in the area.
- Official Description (provided by the hotel):
- Maison de May is AAA Tourism 4 1/2 Star rated. Luxury accommodation,Gourmet cuisine,Beautiful decore,Unique atmosphere. Situated in the heart of Newcastles working harbour,over the Cowper Street bridge from the Newcastle Yacht Club,Marina & Foreshore Precinct. Five minutes from Newcastles CBD ,beaches & sporting venues.Experience the individual & personal service & discover for yourself why guests say that Maison de May is a wonderful place to stay. ... more less