We are just back from a 3 day break at the Faithlegg Hotel in Waterford (wife and 2 young children) and I have to say we were extremely disappointed with the whole experience. As has been mentioned in a number of reviews on this website, the fundamental issue with this hotel is that it fails spectacularly in one of the golden rules of customer satisfaction - First Impressions Last. Most peoples first impressions of a hotel is the front desk, or reception area, in which you are usually greeted with a 'hello', 'how was your journey', or 'welcome'... this usually sets you off in a good mood, creates a bit of chat.. and more often than not, you can then forgive minor misgivings during the stay as the service is good and people are genuine, friendly and helpful.. in the case of the Faithlegg Hotel, this is certainly not the case. We arrived at 8.45pm after a 5 hour car journey from the West Coast and we were told in no uncertain terms by the lady at reception that we could not get a cheese sandwich for our 3 year old boy. I found this unbelievable for a 4-star hotel. I spoke with the bar manager on duty, and he managed to sort us out - he WAS very helpful. I agree with other reviews, that the reception staff (there were a couple of really miserable ladies) really could do with a course in customer service, with maybe a few smiling lessons thrown in. A lesson in how to talk would also be helpful, my wife could help here!! The Hotel itself is very grand, the sleeping quarters are not seen from the magnificent photo on the website, and are very basic. Our remote was taped at the back with Duck Tape, our shower door didn't shut properly, and the seal was hanging off..and there was mould in the corners of the shower tray which also filled up with water - it was obviously blocked. The Bath was great, it filled up in no time, and the beds were comfortable. The Breakfast was not great - its all 'do it yourself' and its very hit and miss on whether you get a hot or cold sausages.. the bar food is very expensive, but the meal we had in the restaurant was lovely. The waiter/waitress staff who work in the restaurant are not Irish, and this is ironic as they were very friendly - something the Irish are just not very good at anymore (the Front Desk ladies were Irish). The Golf Course is a Championship Course, but no-one at the Golf Club knew what 'Championships' it has hosted, which I found a little strange.. the course looked well though. We didn't know who the manager of this hotel was, never saw him or her at all, and never made contact with us at any stage of the break. That seems to be the problem, if he/she was around to see what was going on at the front desk, the place might get better reviews! Its very sad, as this hotel has great potential and its in a lovely location. We wont be returning to this hotel at any time in the future, as we simply were not made to feel welcome at all. In the current economic climate, Hotels such as the Faithlegg need to review and revamp their working methods if they are to survive in what appears to be a very competitive industry.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.