I checked in to the hotel on the friday evening before new year, for a new years eve wedding. As we were a family of six, i had booked one of the lodges for a week. On arrival, i discovered that the water in the bathrooms was not working, and informed reception immediately. I was told that they would get maintenance on to it straight away. Saturday arrived - still no water (only from the kitchen tap!)
I was then offered 3 rooms in the hotel, however as the hotel was fully booked for the wedding night on the monday, i would have only had these for 2 nights, after which we would all have to pack up again and move back to the lodge. They did "assure me" that the problem with the water pump would be fixed by then. Unfortunately, the rooms available for us were disgusting. One was a smoking room - none of us smoke. It smelt horrible.I wasn't even aware that hotels still offered smoking rooms.
So that we could stay together as a family we opted to stay in the lodge and drive back to the hotel for showers, still following the carrot of the water being fixed by the day of the wedding. You can guess from the title of my review that the water situation was never rectified.
The whole thing was a farce from beginning to end, with a complete lack of communication from junior staff to management. Once i had notified them of the problem on the friday, they should have put us in a different lodge. We had booked for a week, whereas other lodges were only booked out for 2 days. It would have made more sense for them to then re-allocate rooms to the shorter stay guests.
No one seem to use any basic common sense. Plus, how did they not know the water pump was broken? What was the head of housekeeping doing?
If i had known there was no way of it being fixed at the beginning, i would have found alternative accommodation. They kept me dangling, and ruined our trip.
The icing on the cake was paying the bill!!!
500 euros for the lodge, plus we had a 500 euro bar tab. Their offer to us was 100 euro discount?!!!!
100 euros off for a week of accommodation with no showers and shabby, unprofessional service. Seriously. I was offered a complementary stay on my return. I WILL NOT BE RETURNING.
This hotel is a wedding factory. It appears to be fine if everything goes ok for you, but any problems and they don't know how to cope.
Check your room before you even unpack. If you are not happy, sort it straight away.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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We appreciate your comments and, as we expressed to you in person, let us put forward once again our regret that your stay was not to your satisfaction.
As this is a public forum, we feel a responsibility to all of our guests to communicate the lengths in which we went to try and rectify your levels of satisfaction with our hotel to leave you with an impressive, lasting impression that we are otherwise known for.
With respect to the water issue you experienced in one of our Holiday Villas, we fully accept that, due to a technical fault with the pump, the water pressure in your particular Villa was not fully functioning during your stay with us. Our Accommodation Manager confirmed that the Villa experienced no water issues during its service prior to your check in, indicating that the problem arose that very morning. This was confirmed by the fact that the previous guest who used the Villa experienced none such water issues. On your notification, reception immediately communicated your difficulty to our Maintenance Manager who addressed the problem with high priority.
Technical malfunctions occur and the main issue here is that, unfortunately, this problem occurred over the Christmas and New Year period when all hardware stores were closed until 2 January. We take customer care extremely seriously which is why our Maintenance Manager immediately contacted several plumbing supply stores, all of which were closed for the seasonal period. Endeavouring to find a same day solution our Maintenance Manager did eventually get through to a member of staff at one such plumbing supply store who opened the shop during their Christmas break specifically to allow us secure the part required to repair the water pressure in the Villa. It aspired a second part was needed to complete the repair and, as we do not carry these parts ourselves in the hotel, it had to be ordered from elsewhere in the country. It was not obtainable until the following week once business resumed across the country.
To combat this you and your family were offered complimentary use of the hotel rooms which we had available and a 20% discount was issued across your accommodation bill. We offered your party complimentary drinks and extended an invitation to meet with a senior member of staff to discuss your stay who offered you a future complimentary stay and evening meal. We regret that you feel the hard efforts of both our Junior and Senior staff were not adequate; regrettably technical errors occur and regrettably the issue outlined occurred throughout the festive period during a general close of business across the country, however we did the best job that we could in the circumstances.
We find your term ‘wedding factory’ offensive as we host over 150 weddings a year and we pride ourselves on the high quality customer care we provide for each and every one. We have earned our reputation as a premiere wedding venue in Cork due to our attention to detail and personalised service to all our brides and grooms along with their families and friends. We treat our guests with the upmost care and we do that to the very best of our ability. We have worked very hard as a team to achieve this reputation and we apologise that you feel our high number of guests affected your stay.
Kind regards to you and your family,
The Fitzgerald’s Vienna Woods Team
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.