We visited last December and loved this hotel. Great location very close to town, lovely clean and fresh decor, nice reception staff, great value.
Returned again this weekend bringing friends this time. There was an issue with our booking on arrival (which was website booking company's fault rather than hotel) but reception staff handled this calmly and all was luckily resolved. Rooms great, as we remembered, with gorgeous clean bathrooms and big power showers. There was a party on so we were warned by reception about possible noise from music until about midnight, but we were fine with that as had evening plans anyway. So, all good......until breakfast.
I cannot emphasise enough how terrible this was. On arrival at half 9, all the pastries and nice bread was gone. I asked if there was any more coming and was told by waitress that chef wouldn't be able to do anymore as there was a 'queue in the kitchen'. We all found this a little bizarre as half the breakfast tables were empty so clearly was not 'rush hour' for them. We sat down and waited half an hour before anyone even acknowledged us, and that only happened because we pointed out to another waitress that nobody had served us. When the lady eventually came, she was possibly the most abrupt, strange and highly strung women Ive ever come across. We asked for tea, and were told it didn't matter what we ordered, it was 'all going to take ages anyway'. Customers were clearly just an irritation to her. We ordered food amidst her muttering of this 'queue in the kitchen' (which had become a running joke on our table by this point) and then waited. And waited. Our tea arrived another half an hour later (after prompting), along with toast, which then was cold by the time our breakfasts eventually arrived. Needless to say she made no attempt at an apology for any of this. All in all it took us almost 1.5hours to have breakfast. We were therefore long overdue checking out as we had to dash back to our rooms to pack, get ready etc. Reception then had cheek to ring us to find out why we had not yet checked out!
I am still reluctant to give this hotel any less than 4 stars as I still think it is a great place and very good value. I also firmly believe that this morning was a blip probably caused by some sort of problem in the kitchen, and I am sure normal service will resume tmrw. But if the hotel management are reading this, you must, without question, get rid of that awful lady waitress who served everyone today. There is simply no excuse for such an appalling attitude towards customers.
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- Also Known As:
- Eaton Hotel Birmingham