Having booked a room on the hotel's website at the end of January, we arrived at the hotel last Sunday evening in time to get changed for a friend's wedding party. We had decided to stay overnight so that we could spend an evening with our friends and my husband's colleagues.
Astonishingly, when we arrived, there was no-one on the front desk so we were forced to find a member of staff so we could check in. We waited for at least five minutes for someone to turned up. The person who did turn up was the hotel's manager, Angela Jukes. She was obviously hassled and she gave the impression that our arrival was bit of a nuisance - she was rude and dismissive. I also noticed her being very rude to another guest who was trying to pay for his room - she was insisting on full payment in advance. She couldn't find our booking and promptly advised us that the hotel was fully booked. We were absolutely stunned. Angela gave me her contact details - strangely this comprised of her personal email address (why?) and the hotel fax number. She promised to get back to us. She didn't of course and has not responded to my subsequent emails. I just tried to call her at the hotel. I was kept waiting for several minutes and then someone hung the telephone up. I have absolutely no idea why people who work in the service industry believe they can get away with such shoddy service. The fact that our room was unavailable caused us considerable inconvenience and seriously compromised our enjoyment of our friend's wedding. It also ruined our plans for the following day as we had no choice but to return home that evening. To add insult to injury I received an automated email on Tuesday requesting a customer review. Well, here is your review Angela Jukes.
- Official Description (provided by the hotel):
- Situated on the seafront with breathtaking views across the North East coastline the Staincliffe Hotel has 20 luxury boutique bedrooms. This Victorian hotel also boasts a fine dining restaurant, cocktail and champagne bar, public bar, Grill Room steak restaurant, Function Suite, the Grand Ballroom and private walled gardens. After undergoing a massive refurbishment programme during winter 2009/2010 the Staincliffe Hotel is without doubt one of the northeast's premier venues! ... more less
- Reservation Options:
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- Also Known As:
- Staincliffe Hotel Hartlepool, England