We booked this hotel/apartment complex for a weekend in December through the NITB website. I was informed the next day by the hotel in a voicemail that they were overbooked and we would be staying there for one night, and then have to move for the second night. When I tried to ring to see what would happen, I could not get through on numerous occasions. Eventually I was talking to someone and they agreed to book us into somewhere new for the second night. We accepted as we had plans in Belfast and saw no alternative.
We then received a phone call the day before we were due to go to Belfast telling us that there was a cancellation and we would be staying for the two days, which we were very happy about. We were asked what time would we be arriving at, and when we said around two o'clock we were told that this was a very busy time and to come sometime between three and four.
When we arrived at a quarter to four, we were met in our car by one of the workers who told us he had to check someone else in and would be with us in about 10 to 15 minutes and we should wait in our car. We waited in the car outside the front door of the apartments, while 4 other groups arrived behind us. In the next 45 minutes, each of these groups were taken before us. When I asked the man working why they were going first, I was told that this was because they were here on time and we were not.
After 55 minutes he finally got around to give us the key for the car park and we asked to speak to a manager. We were met in the car park by the manager who dealt with us in a very aggressive and unhelpful manner. When we explained what had happened, she said that we were late and had not rung to say we were late. I did have a voicemail from them at 2.30 asking where I was, but I did not get it until after we had checked in when I looked at my phone. I explained that she herself had told me to come between 3 and 4pm on the phone yesterday and how we were left in our car for nearly an hour with no explanation, even though we were told it would only be ten to fifteen minutes. The man apologised for this and admitted he was wrong. The manager, however, asked us if we wanted to leave and go somewhere else. My wife explained that we wanted an apology and that this was far from a perfect start. We never received the apology from the manager and decided that further arguing would be futile.
The room itself was very nice, clean and well equipped. A lot of people live in these apartments so it is not just for holidays.
When we were checking out, we were told to leave the keys in the post box for our room. The post room is opened and closed by an electronc key, and the system was not working. We, along with around 12 other guests, were left wondering what to do with our keys. I tried ringing the number I had and after around 20 minutes of trying the manager answered. She told me to go to the garage and press a red button - which I did but all that did was open the garage door for the car park. I rang her back again - and on the third attempt she answered. She then told me to leave our keys in the apartment. We informed the other guests waiting of this - as they had also been trying to call her also, and left.
- Official Description (provided by the hotel):
- Stunning 5 Star NI Tourist Board Approved Apartments in the heart of Belfast. Modern, chic and contemporary furnishings. Floor to ceiling windows and private balconies compliment the unrivalled views. Quite simply - the perfect pad to explore Europe's newly emerging cosmopolitan city - Belfast. Enjoy a 2 night city break or an extended corporate stay, either way, you can be sure of a warm Belfast welcome. ... more less