My friend and I were very disappointed in the Fitzwilliam and it did not live up to its 5 star rating. There was not one major thing but a catalog of small problems. The room was fine but the beside tables and bathroom door showed damage and wear and tear. When standing in the corridors you could see a massive gaps under some doors which suggests that the doors were not fitted properly. House keeping left no water in the room and when we called down for some 2 lots arrived within 5 minutes of each other.
The main problem though was the level of customer service, not at all what you would expect from a 5* hotel and after all that is what makes the real difference between and 4 and 5 star hotel.
The concierge although friendly and helpful recommended a tapas bar but sent us to the wrong street so we never found it until the following morning We were also inquiring about tickets for a tour and were told we would have to book it on the Monday (they were closed over the weekend). Fair enough but come Monday morning it was sold out and we found out subsequently that it was possible to book online over the weekend. The door man was extremely rude when we asked about all the crowds outside the hotel (a band was apparently staying) and the barman was also rude when we went in for a night cap!
I logged my complaints with the night manager and he put it on the system. But what really annoyed me was when we checked out the following morning the receptionist did not check the system and had no idea about my complaints. When I made her aware it was then escalated to another receptionist. I was told that the other staff member had just started her shift and had not looked at the complaints system yet! Hardly my problem and she should have been fully aware of all issues before dealing with the public. The 2nd receptionist then escalated it to the duty manager and asked me to wait whilst she could be found.
So after having been through my complaints twice the duty manager turns up 20 mins later. She was very aggressive with us, again we had to explain everything and again she said the same things as the 2 previous staff had, adding nothing nothing new. At this point I was very annoyed as had been polite and patient all the way through this long drawn out process! When we pointed out that her attitude was poor she became even more hostile and finally offered to refund 1 drink off our bill!!!! It took us over an hour to check out in the end.
Customer service is what makes a good 5* hotel. It was definitely lacking during my stay and the duty manager's attitude was appalling. I would not recommend this hotel.
- Official Description (provided by the hotel):
- The Fitzwilliam Hotel, Dublin’s most luxurious design hotel is located in the heart of the city. Experience the best of both worlds when staying at this chic haven, to one side the tranquility and calm of St Stephen’s Green and to the other, Grafton Street, Dublin’s finest shopping avenue.From its central location, in amongst this buzzing vibrant city it is an easy stroll to explore the leading cultural, historical and leisure attractions. Or just step out to the chic shopping, high energy bars, fine dining restaurants and chattering Cafes ... more less
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