This was a very very last minute booking, we booked at 7pm and showed up at 11pm. We booked a room over the phone with Reception and it seemed like a great deal, although wasn't offered any alternatives, not sure why knowing that the hotel wasn't very full.But anyway...
Got to the Hotel, in the dark, not a great deal of help with the luggage but never mind. Got to reception to be told we weren't in the "Heritage wing" but the newer Victoria wing. Although the guy did say this to me on the phone I didn't really realize the difference, so buyer beware! If you want original - think Heritage!
So we got shuttled to the new bit of the hotel, went to see the room and although lovely, big and well equipped not what I wanted. The receptionist very kindly took us all the way back to the Heritage bit and found a "Deluxe" room for us, obviously we had to pay more, but thought it would be worth it.
The room was lovely, the bathroom was very traditional and the room adequately sized, however there were some let downs.
Just because you are trying to be original do not get lazy with the maintenance and upgrade of the rooms. One of the side table lamps did not work, there was no flat screen TV in the room? What? honestly there was a huge cubed one, is it really 2013? Is this really a 5 star hotel? There was no Ipod dock, and a 5 dollar plastic kettle in the corner to make hot water? The skirting boards were really scuffed and the air con was so bad. The maintenance people had to come out and change the thermostat but unfortunately this didn't make a difference, the room had an awful smell of mould the entire weekend. If we were staying longer I would have complained but we were only there for 2 nights.
So the room had a few issues, but I was blinded by the architecture and the traditional environment of the rest of the building, it was charming.
So the breakfast, again we journeyed over to the new building, and the selection was great, lots of cooked to order stuff and the juice bar was great, plenty of choice. However I had a bowl of Bircher Muesli, only to find it was off, obviously the fresh apple had started to ferment and therefore the thing was fizzing, not so nice to find this when you go for breaky, really put me off.
During the day we had some food at the pool and a few drinks all very nice indeed and not bad prices at all.
Then on Sunday before we left we thought we would try the very popular afternoon tea. It all started well, great selection of sandwiches, and "proper" loose leaf tea. Then I started on the scones, you wont believe this the cream was again "off", again left a horrible taste in my mouth, how can a 5 star hotel put out 2 things in 2 days that were off? It turned out we were not the only people to complain about the cream?? Honestly this was just slack.
The waiter apologized profusely but really couldn't believe it.
So we came to leave and pay, all was good, but I never got asked did you enjoy your stay? Surely this should be a standard question when you check someone out? No obviously not.
So what can I say about my stay? Really would have liked to have known about the "new" wing and "old" wing when booking, and not try to to hide it behind Heritage and Victoria. Rooms in the Heritage wing were lovely, but don't let the upgrades and maintenance slip. And finally check the food before you send it out, things that are off are no excuse wherever and what ever you have paid.
I don't know whether to put 3 or 4 really want to put 3.5 but cant. So unfortunately I will have to put a 3.
Heritage = Old
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dear Valued Guest,
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Thank you for taking the time to write about your recent experience.
We are however disappointed to know that we failed to meet your expectations
in some areas and would like to sincerely apologize for this. Your feedback will
certainly be reviewed with the team for corrective actions to be taken.
With regards to the TV in the room in Heritage Wing, we do have plans rolled
out for upgrading in the future . On another note, I regret for the disappointment
that you had expressed in regards to the air con and some other amenities in the
suite. Usually any such faults are detected prior to the room being allocated. As
we plan for future improvements, you have my assurances that the issues raised
have been addressed to ensure our guests are not similarly disappointed in the
future and every effort is made to minimize the discomfort of our guets.
I acknowledge the issues that you described with the condition of the muesli as
well as the cream for the scones and I noted that these added to the frustration of
I am sorry that I wasn’t made aware of your challenges during your stay. We would
very much appreciate an opportunity to change your impression on a return visit.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.