I originally booked this hotel for a different date and had to cancel . After 2 e-mails went unanswered I had to ring the hotel to find out if room was cancelled - it was, but no apology as to why e- mails went unanswered. I should have realised then that customer service was not too high on the agenda. However, we re-scheduled our dates as we really wanted a triple room for our weekend break.
Upon arrival we were informed that a triple room was no longer available but they would give us 2 x twin rooms AT NO EXTRA CHARGE TO US!! Wow, thanks for not charging us for something we didn't want!! When pressed for a reason we were told another member of staff was at fault - she wasn't on the premises. We then asked for a triple room for the next night only to be told they were also booked out the next night. The duty manager said she would arrange a bottle of wine for us (all 3). I don't complain to get a freebie, I just like to get what I booked. No-one could explain why they hadn't contacted us to let us know of change of rooms.
On the Saturday we spoke to the person who made the mistake, who initially tried to blame someone else and then gave us some long winded story . It then emerged that there was a free triple room that night and she asked had we not been offered it!! We then transferred to this room. However, if hotel staff are going to lie to guests they should really get their stories straight first. It is very bad customer service and that is what was most annoying.
On the plus side, the hotel is finished to a very high standard with lovely bedrooms and bathrooms which were spotless clean. The food was lovely at both dinner and breakfast. The restaurant staff were very nice and Katherine in the bar area was very efficient. They could do with bigger seating area in foyer as we had to sit at high stools one of the nights and these are not very comfortable.
All in all a lovely hotel that is let down by customer service and no amount of nice rooms or food make up for this. A big disappointment.
- Official Description (provided by the hotel):
- Sleep, relax and refresh yourself at the Athlone Springs Hotel. Modern and elegant with 68 spacious bedrooms, this 4 star hotel is among the best in Athlone. The bedrooms are luxuriously furnished in warm tones. All bedrooms have the option of a bath with overhead shower with additional extras such as work desk, TV and free Wi-Fi. If you are feeling extra tired, the lazy checkout is an option, subject to availability of course. Push the boat out with breakfast in bed and room service. Guests can also avail of the state of the art Zen fitness and leisure centre and free parking. A family friendly hotel, the Athlone Springs Hotel offers excellent facilities for families including kid's camps and children's pool at the leisure centre. Family rooms are available, some with interconnecting rooms. Additional camp beds and cots are available on request. For the ultimate experience in luxury accommodation, the Manhattan suite comes with two widescreen LCD TVs, a separate sitting room, "his and hers" bathroom, jacuzzi bath, walk-in shower, bathrobe and slippers. Fresh flowers and champagne can be organized ahead of your arrival to surprise that special someone. Zen fitness and leisure centre has a 20m swimming pool, sauna, jacuzzi and steam room as well as all the equipment you would expect in a modern gym. Zen Beauty will have you pampered and preened for a night out or melt away your troubles with a message. Dining in the Athlone Springs Hotel is a relaxed affair with superb food from both the Cedar Bar and Cedar Restaurant. Offering excellent service from friendly local staff and a locally sourced menu, the award winning chefs like to follow nature's lead producing food that is in-keeping with the season. The Athlone Springs Hotel is a choice destination for events and conferences. The conference meeting rooms are climate-controlled and include a choice of two boardrooms, five syndicate rooms, executive business centre, integrated audio visual and multimedia equipment as well as ample parking. The Clonellan suite can hold up to 500 people and can be partitioned. A beautiful venue, superb wedding team, excellent food and service make the Athlone Springs the hotel for your wedding day. The dedicated wedding coordinator will be by your side from start to finish making sure everything goes off without a hitch. No matter what your budget, requirements or aspirations, the Athlone Springs Hotel can fulfill your needs. Private suites are also available for religious blessings or civil ceremonies. ... more less
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