This review is pretty much the story of a very bad start to a one night stay - and maybe not quite enough time to recover ...
I like hotels which give you the option of choosing a particular room - and so I was pleased to be able to choose one on the top floor with a view - in this case, Room 7.
I would have omitted the following fact fact from most reviews - as it is not really a reflection on the hotel - but it becomes relevant later, so bear with me: on arrival, there was a pile of pale vomit to negotiate just inside the hotel gateway ...
When I left the case at reception to pick up a parking permit for the municipal car park just down the road (there are no parking facilities at the hotel) the permit I was given indicated Room 5. At this point I said that: "I think that we are in Room 7?" to be told, in a firm and professional manner: "we have you down for Room 5." When I answered that I was sure that my wife had just told me 7: "no, we have always had you down for Room 5."
At this point I began to doubt myself, so I went off to park and, of course, checked the email which confirmed Room 7. On our return, I told the receptionist that it definitely was Room 7 that we had booked, to be told in the same confident, professional, assertive manner: "we have upgraded you - you won't be disappointed."
Room 5 was nice enough, if a little dark and cold in feeling but, worst of all from my point of view, overlooked the main road at the front of the hotel. We sat down, feeling rather deflated, and tried to relax. This was harder than I would have hoped. I did not like the bathroom, being of the "wet room" style in which paddling to the toilet is a necessity after having used the shower. I washed my face with a facecloth with 4 ragged edges, sat on the bed next to a pale bedside rug with spots of tea or something on it, listened to the swoosh of passing cars, looked out of the window ... down to the gate where the unfortunate greeting was still there, suggesting the possibility of other noises from the street below.
Enough was enough. At this point I called reception and made it clear (in what I hope was as calm and pleasant a manner as I could manage) that I was not happy in this room, and, given that it was not what we had booked, I wondered what the hotel would be able to do about it?
Somewhat to my surprise, I was told at this point that if we moved right away, Room 7 was still available (I gathered that other guests would be put in 5 then moved in the next night.) It seemed that we had been bounced for some other guests who wanted the same room for two nights. Whilst I can understand the temptation to do this, I think that to do so in a way which firstly suggests that you are mistaken in saying that you have booked a certain room and then treats you like an idiot by suggesting that you are being treated favourably - with no word of apology or explanation at that time - is not acceptable.
So - what of Room 7? Much better in pretty much every way, I am pleased to report. Towards the rear of the hotel at the top - hills in the distance, bright, warm decor, interesting modern art. Pleasant to be in. But the whole experience of having to ask three times for we had booked left us feeling rather deflated. And even a bit guilty on behalf the other people who were being put in the the room we had just vacated - we hoped we wouldn't be sitting next to them in the dining room!
The food was good. The service was a bit stretched at times when the restaurant became busy, but the meal was tasty and mostly well done. Breakfast was good, too.
But staying in a hotel is about so much more than the pictures you put on the walls and the artful arrangement of food on a plate. If you are not looked after as a guest, all of that can seem a bit shallow.
- Also Known As:
- Manorhaus Hotel
- Manorhaus Hotel Ruthin
- Manorhaus Ruthin Wales
- Official Description (provided by the hotel):
- Manorhaus is a boutique style eight-bedroom townhouse restaurant and gallery in the centre of Ruthin, a historic market town nestled in the Vale of Clwyd. A Grade II listed Georgian building, its original features have been juxtaposed with stylish modern interior design and 21st Century facilities, including mini fitness room; guest library with magazines, books and dvd's; private cinema; sauna and steam room. ... more less
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