This was my letter to the hotel after we stayed there in July 2011. They never replied. I hope that it has improved for the sake of other travellers. If only they had replied this would not have been necessary.
Dear Wellington Hotel
I am sure you would not want to know our comments on your hotel. Some are listed below.
It was the most expensive mistake we have ever made. This is the view of people who have traveled many countries in the world, stayed in everything from YHA to five star hotels, originated in the East End of London and now live in the beautiful Cotswolds.
We feel that you have absolutely no idea how to run a hotel.
Our rooms were near the kitchen. On shutting the door marked 'Fire Door' to stop the smells and noise, I was unpleasantly told by the chef that the Council had visited last week and told him to keep that door open (hard to believe) and it was not really a fire door as it was glass. If one goes into the Travel Lodges all their fire doors are glass. They are simply a safety measure for smoke and drafts. We also saw somebody coming out of the kitchen with a cigarette in his mouth.
The door to the left of our room was also propped open and so was the door down the stairs to the back. Consequently we had the most awful smell of rotting rubbish coming from the waste downstairs.
Regularly late in the evening there was a smell of strong cleaning fluid and the clattering of things in the kitchen. This was because the door was propped open.
When I mentioned the doors to the receptionist she said they should be shut and she would talk to the staff. This made absolutely no difference.
Our friends, who were next door but one to us had a nice room but the chest of drawers looked like one from a dump. They reported it. Somebody came and looked at it and that was the last they heard. (pictures attached)
The breakfast was okay but not a comparison to other hotels of the same star rating. The plates were cold so by the time the food reached the table it was lukewarm. I realise that the kitchen was up one floor but in my company we would have used hot plates with covers on them or fitted a dumb waiter for the staff to collect on the same floor as the dining room.
When my friend ordered scrambled egg, having been ill for a day and not eaten anything, something remotely resembling a dollop of scrambled egg appeared in the middle of a large cold plate. Having been in catering for a number of years I would have dismissed somebody who sent out a plate like this to a customer. It could have been on a smaller warm plate with perhaps a piece or a sprinkle of parsley on it, something to make it look appetizing. On the next table to us were a group of people from the Continent. One of them ordered the same and just sat staring at it when it came. I don't think he could believe his eyes. I had to go over to him and say 'don't think all English hotels are like this because they are not'
On the first morning a gentleman on one of the tables wanted a piece of fried bread for his breakfast. I do not know what happened but he did not get it. He asked for the same the next morning but no success. On checking out he complained that all he wanted was a piece of fried bread but evidently the chef would not do it. In England the chefs produce food the customer wants, not what they want to produce.
We found the girls in the dining room and on reception charming and nothing was too much trouble for them. They deserved praise.
The Manager we found disconcerting and rude. His attitude was offensive and not at all nice. A course at charm school would be advisable.
I venture to suggest that the problem here is that people that come and work in this country do not know our ways and requirements. I know it is difficult when they have to communicate in a different language but all the staff spoke very good English so understood everything. It was just the standard provided and the manner, which seriously needs looking at.
Would we come again? Definitely not. The only thing, which made it bearable, was the view (if the smell of the rotting seaweed and people smoking on the bar balcony was not blowing in the wrong direction).
I am sorry to have to write these comments. We have traveled worldwide for the past 20 years and have never needed to complain to anybody anywhere.
We felt so strongly about your hotel that we will pass these comments on to the Tourist Information. Foreign visitors here do not get the right impression.
- Official Description (provided by the hotel):
- An intimate, relaxing & stylish hotel in Ventnor on the Isle of Wight, deliciously interesting menu fine wines and attentive service. 99% of rooms have stunning views over Ventnor Bay. ... more less
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- Also Known As:
- Wellington Hotel Ventnor
- The Wellington Hotel Ventnor, Isle Of Wight