On arriving late one night, I was disappointed to find the room was not as described. I had booked an executive room because of the balcony and views. I wanted to relax in the morning and gather my thoughts in preparation for my much loved Grandmother's funeral while looking over a view we'd shared many times together.
Arriving in the room I found it did not have a balcony and the next morning had to reposition two chairs and peep over the window ledge or stand at the window to see out. Given my expectation of a balcony, and my special reason for wanting one, you can understand my annoyance. While a large room, it was not in very good order. The shower pressure was dire, and the room was incredibly hot because of the heat coming from the mini bar fridge. The mattress on the bed was also incredibly thin - at least half the thickness of other hotels I've stayed in at the same price.
I wrote a feedback card expressing my dissatisfaction with some of these points and stated that the room was "the worst room" - meaning the worst executive room they had. I received a letter from the general manager who said:
"Room 247 is a very large and spacious room, with two bathrooms and stunning views from both windows. I am sorry if this was disappointing for you. I'm at a loss to understand your remark..."
He obviously has no intention of improving people's experience of the hotel. Compared to the other executive rooms, room 247 IS a disappointment. I saw the other executive rooms as they were being cleaned - just what I had expected - I would have been very happy in these rooms.
Also, the extra bathroom he referred to was an accessible bathroom which was behind a door off the main bathroom. Neither bathroom was to a luxury standard in my opinion. I would describe the room overall as cavernous and with and empty feeling.
My advice for the general manager would be to actually listen to his customer's views and offer that disappointing "executive room" as a generous "superior room" thereby eliminating any potential disappointment. He also needs to think about his commitment to customer service. His closing phrase "I am most concerned that you feel the way you do..." is entirely irreconcilable with the rest of this letter which tries to tell me that my comments are unfounded!
This is how to turn a trip for a sad occasion into a terrible experience!
Oh well, they've got my money and that's all they're concerned about.
On the positive side the staff are very friendly and polite (My service rating below relates to the general manager's response). Yhe gentleman that welcomed us at 1.30am after a very long drive was very good, if a little surprised at the time. The room service breakfast was also a good size and tasty.
- Official Description (provided by the hotel):
- Set on the idyllic Conwy Estuary,the luxury 4* Quay Hotel commands awe-inspiring views of the most magical scenery in North Wales. Offering 74 en-suite luxury bedrooms,including waterfront Suites and Penthouses. All rooms have been exquisitely designed, and boast spacious bathrooms, incorporating all the style and comfort you would expect from this award-winning hotel. Our Waterfront Lounge Bar and Vista Terrace is the perfect location to enjoy an informal meal or alfresco dining by the water’s edge. The 2 AA Rosette Grill Room Restaurant introduces you to a mouth-watering selection of award-winning culinary delights encompassing locally produced and sourced ingredients to present the true Welsh flavour of the region. Advance bookings required.Relax in our on-site Spa offering a host of indulgent treatments using Aromatherapy Associates and REN Products. Advance Bookings required.Our Complimentary Leisure Facilities include a 15M indoor heated swimming pool, sauna, aromatheraphy steam room, hydrotherapy whirpool and life fitness gym. The Hotel offers ample free car parking on site and Complimentary Wi-Fi in all areas. The Quay Hotel and Spa is only a short drive from the Victorian town of Llandudno, the Historic town of Conwy and within a 45 minute drive from the breath-taking Snowdonia national park. On the doorstep there are the award winning Golf Courses - A great location for exploring North Wales! Located only minutes from the A55 and only 2 minute drive from Llandudno Junction railway station with direct links from London, Chester, Manchester, Cardiff. ... more less
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- Also Known As:
- The Quay Hotel Deganwy
- The Quay Hotel And Spa
- Quay Hotel Conwy
- The Quay Hotel & Spa Deganwy, Wales