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“Mixed feelings”
Review of Redcastle Hotel

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Redcastle Hotel
Ranked #1 of 2 Hotels in Moville
Certificate of Excellence
northern ireland
Level Contributor
58 reviews
14 hotel reviews
common_n_hotel_reviews_1bd8 49 helpful votes
“Mixed feelings”
Reviewed August 1, 2012

We decided to book the Redcastle for a 3 night break (29 July 2012) with our 10month old baby.From reading many reviews and having a couple of very positive recommendations from people we know we thought it would have been close to perfection. This was our first trip away with our son and we were very excited.

Generally we had a good family break, but several small but significant problems tarnished our experience of this so called 4* hotel. Positives and negatives are below.

Check-in:

The booking information/confirmation we received stated check-in was at 3pm. We arrived at approximately 3.30pm and to our dismay the room was not yet ready! After a couple of hours driving and having a very tired baby we would have expected the suite to be ready on arrival - basic expectation number 1.

The staff on reception and the porter were very friendly and we were offered tea and coffee. I was very pleased when our bags were taken to our suite (room 711). However, the room should have been ready.

The suite:

The suite looked impressive at first, but soon we noticed very worn furniture, carpet and furnishings, an old box style tv in the living room area, chipped table, hooks missing from the back of the bathroom door, a chip out of the ceiling, broken tv stand handle and the fridge we requested for baby food/water was tiny with a broken handle. The room was also quite dusty and the inside window in the living room had hand prints from previous guests. However the bathroom was more modern and very nice. The safe didn't seem to work, although this wasn't really an issue for us. Also, why are more expensive suites overlooking the carpark and not the seaview?

The bed was rather hard and the duvet was extremely heavy for summer. The room heated up a lot at night even with the windows open.
Housekeeping times:

In addition to the room not being ready on arrival we had another issue with housekeeping times.

A hotel that offers Spa facilities and that caters for families should expect guests to return to their room in the afternoon. We returned on the 2nd day after exploring the area and lovely beaches at 2.30pm. Housekeeping still had not been - this is the first time we have ever experienced this! While we were freshening up house keeping arrived (2.45pm approx), this was a bit awkward.

We had robes which were great for going down to the pool in, but on our 3rd day the housekeeping staff had removed one and not replaced it. My wife rang reception and they said one would be sent up. We thought this would take 5 minutes so my wife got ready for the pool and we changed our son. 15 minutes later no robe. My wife went on down with our son. 50minutes after the phone call the robe arrived, swiftly followed by my wife and son - too late!

The Pool:

We took our son to the pool (you need swimming caps at 2 euro each) which looked fabulous from the website photos. It as well was in need of updating with a couple of the features (showers/fountains) not working. The pool, for a spa pool and for use by children seemed cold. It was nice to have times scheduled for children (10.30-12, 4pm-6pm I think). Our son enjoyed himself in the pool and we used this everyday. On the second visit there were loads of children in for swimming lessons. This itself is not an issue, however a little warning/notice would have been nice so that guests could plan when to avoid this.

First of all parents blocked the entrance to the pool, secondly children were obstructing the steps into the pool (the section not roped off for the swimming lessons) and thirdly when we were in the small baby pool with our son 3 older boys (9-11 years) came in, one belly flopped in and scared our baby. Not at all what we expected from a visit to a Spa pool. Supervision?

Spa: decided not to have any treatments

Breakfast:

First morning we came down early (8am), as babies are up early! The waiter was very pleasant, but when he said help yourselves to the buffet I had to laugh to find on a couple of the hot items were available and no plates. We thought this in itself was not very professional for a 4* hotel who advertise starting breakfast service at 7,30am and encourage guests to go down early with a green, amber, red traffic light guide. The food was very nice. They made our son some lovely porridge. Window tables have a lovely view!

The second day we came down later, it was still quiet and the buffet was all available. after eating a few items plates were building up, yet some of the young waitresses were happy to chat within a foot or so of our table. Eventually some plates were cleared - not good service. The food was again very good.

Dinner:

A voucher for dinner is a very tacky method. The dinner menu had good choices. The ceaser salad, fishcakes, rabbit special, beef, chicken and pork dishes were very good. However on our second night I opted for the tiger prawn linguine (3euro supp) which had 6 prawns in a sea of sauce and pasta. This was a let down to the otehr excellent dishes. The service at all times on both evenings was superb in the Edge Restaurant.

However our first evening meal was in the Captain's Bar, this was not so goo. We had burgers which were nice, but the service was very cold and the bar man who brought the highchair was very grumpy. The food was very overpriced in the bar.


If these issues had not occurred we would have given 4 stars, 5 stars with updated rooms. The hotel is in a lovely location but seems to be trying to cater for spa/golf goers and families and it can at times seem a little confused and fails to meet some basics of a hotel (room ready on arrival, breakfast ready, room serviced early enough etc).

  • Stayed July 2012, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank badall
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Your_Customer_Care, Guest Relations Manager at Redcastle Hotel, responded to this review, August 2, 2012
Dear Guest

Thank you for choosing to stay with us and for offering your feedback. Our check in time is from 3.00pm and we advise guests of this in our confirmation letters. If guests have to wait for check in complimentary tea and coffee is offered and I am delighted that you received this and that your bags were taken to your room.
I have noted your comments regarding your bedroom and I apologise if this detracted from your stay in any way. All rooms are serviced throughout the day and we do not assign times for this service. I apologise that there was a delaying in replacing your robe and it should have been left in your room during servicing
Thank you for your comments regarding the pool, some features were out of order and have been replaced. Our pool temperature is maintained at between 3 and 4 degrees warmer than a normal pool. Our policy is that all children accessing the pool must be fully supervised by an adult at all times, and I apologise if another child disrupted your time in the pool. In order to ensure our breakfast buffet is fresh and maintained we serve cooked breakfasts from the kitchen for those that arrive before 8am As the vast majority of guests tend to arrive from 9am onwards it means that the hot food is placed on the buffet closer to this time and not left sitting unnecessarily.
We issue dinner vouchers to guests to distinguish what package has been booked by the guest and to avoid confusion for guests in the restaurant. I have noted your points on the food and service and assure you that these points have been passed to the department managers.
Thank you once again for your feedback

Redcastle Customer Care Team
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Rio
Level Contributor
263 reviews
51 hotel reviews
common_n_hotel_reviews_1bd8 96 helpful votes
Reviewed July 31, 2012

This is an excellent hotel. The golf course is challenging. The swimming pool is beautiful with jacuzis. The rooms have good size and are confortable. The restaurant has a great view. It is an amazing experience.

Room Tip: Ask for a room with river view.
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  • Stayed July 2012, traveled as a couple
    • Value
    • Location
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    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank BragaA
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Your_Customer_Care, Guest Relations Manager at Redcastle Hotel, responded to this review, August 2, 2012
Dear Guest

Thank you for taking the time to offer your feedback. I am delighted that you enjoyed your stay with us and I hope you will return to visit soon again

Redcastle Customer Care Team
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Harrisburg, Pennsylvania
Level Contributor
60 reviews
44 hotel reviews
common_n_hotel_reviews_1bd8 58 helpful votes
Reviewed July 31, 2012

My husband and I stayed here for two nights in June. When we checked in we were given a room facing the parking lot, there was a storm outside and the window in our room was leaking rain onto the floor. We called the front desk and they promptly moved us to a seaview room across the hall. The view from this room was amazing and the room itself was large and comfortable. The hotel publie areas were very nice and spreadout. We ate one night in the pub and the other night in the restaurant. Both had good food and the restaurant has a great view of the sea. We spent most of the time in Moville sight seeing so did not use the spa, pool or golf course. We did use the free WiFi for which we needed to get a new password from the front desk every day.
The only issue we had during our stay was getting ice for our room. Being from the states we like to drink everything cold, even water. The hotel charged $8 US for a bucket of ice for our rooom. We thought this was a bit much. The one feature we really liked was the DVD players and movies you could borrow from the front desk. After a long day sight seeing it was nice to kick back and watch a movie in the evening.

Room Tip: Ask for a seaview room.
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  • Stayed June 2012, traveled as a couple
    • Value
    • Location
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    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank LM77
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Your_Customer_Care, Guest Relations Manager at Redcastle Hotel, responded to this review, August 2, 2012
Dear Guest

Thank you for choosing our Hotel and for taking the time to write a review. It is lovely to read that your stay was enjoyable and that you had a chance to experience the stunning sea views and both the bar and restaurant food. Our guests do enjoy the DVD service and it is nice after a long day to be able to enjoy a nice movie. I apologise if you felt the charge for the ice bucket was too much, we do supply this free of charge for all beverages purchased in the Hotel bars. I hope you will consider returning to the Hotel on your next visit and thank you once again for your review

Redcastle Customer Care Team
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Tyrone
Level Contributor
3 reviews
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed July 30, 2012

Managed to get a great deal for a night away... had to cancel due to child being sick and they allowed us to rebook for the following weekend....

Disappointed when we arrived upon checking in that the children had to be out of the restaurant by 8pm and that they were only able to use the swimming pool between 10am and 12noon and then from 4pm to 7pm. Nothing to entertain them after 7pm. Has a basic amusement place next to it (not their property) but this closes at 6pm.... all very disappointing!

Have to say that the food was amazing... well worth it... clean plates from the 4 of us!

Have to mention Gerry (the baggage handler) was the most pleasant man... helped us to our room and left us down brochures on what to do in the area... pure gentleman...

Had an enjoyable enough stay but wouldn't plan to go back....

Room Tip: If you have children get a family room (2 separate rooms with hall & bathroom)... well worth it...
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  • Stayed July 2012, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Marie R
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Your_Customer_Care, Guest Relations Manager at Redcastle Hotel, responded to this review, August 2, 2012
Dear Guest

Thank you for your feedback. This time of year we welcome many families to the Hotel and we place a huge emphasis on creating a fun family holiday. Our children’s pool times are 10am to 12.30pm and 4.00pm to 7.00pm which we have found through our customer feedback to best suit families and children. The times outside of these are allocated for adult guests and members. Our kids club is extremely popular and children can join the fully supervised Leisureland trip from 4.00pm – 6.00pm and then the fully supervised Redcastle Cinema runs from 7.00pm to 9.00pm. Our restaurant opens at 5.30pm in the summer months to specifically accommodate parents with children and bookings are taken all evening except for one hour between 8.00pm and 9.00pm and this is to accommodate adult guest only.

Thank you for your comments about out porter Gerry he is indeed a very pleasant staff member!

If you would like to discuss any points further please do contact us on feedback@redcastlehotel.com
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Cavan
Level Contributor
22 reviews
16 hotel reviews
common_n_hotel_reviews_1bd8 16 helpful votes
Reviewed July 30, 2012

We are just back from a 3 night stay at the Redcastle Hotel, Moville (2 adults & 1 child). I booked a leisure break (3 nights B&B and 1 evening meal). We were given a very large double room with a small fold out bed for our Son. The fold out bed was tiny and made a lot of noise every time he moved but he said it was comfortable. Our double bed was big but the matress was rock hard. The room was also extremely warm both day and night and we had to sleep with the windows open as there was no way of controlling the room temperature. Apart from that the room was lovely, bathroom was large with a jacuzzi bath & fluffy bath robes. The room had everything we needed including sofa, tables, iron & ironing board, kettle, hairdryer etc. We found the staff very helpful and friendly. We used the pool every day. It gets really busy in the afternoon (from 4-7pm during kids swim time) so it should be avoided during this time if you don't have kids with you. There was no life guard on duty any time we were there.
Included in our leisure package was one evening meal for 2 people (kids meals were extra). We had our meal in the Edge Restaurant. We were given a menu (specially written for the leisure breaks package). There was good choice on the menu (4 X starters / 4 mains / 4 deserts) and the food was excellent. Breakfast was also served in the Edge Restaurant. There was an excellent selection of hot and cold food. The staff in the Restaurant were extremely polite and the service was very good. Try to get in for breakfast early as it gets very busy from 9am onwards.
Overall we really enjoyed our stay at the hotel. It is perfect for families but if your thinking of going for a romantic quite break, I would recommend you wait until the kids go back to school and the hotel is quieter.
Also, we took our son to the leisure land centre beside the hotel. We paid €10 entrance for him and it give him unlimited turns on all the rides. However, the only ride that was suitable for him was the bumping cars, every thing else was for 3-7 yr olds. There are also a lot of slot machines / pool tables / racing games that cost extra so it turned out to be an expensive hour.

Room Tip: Try to get a room with a view
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  • Stayed July 2012, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank shoeshopgirl
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Your_Customer_Care, Guest Relations Manager at Redcastle Hotel, responded to this review, August 2, 2012
Dear Guest

Thank you for feedback which is much appreciated. I am delighted that you and your family enjoyed your stay with us. We are busy with families this time of year and also couples on their own and we do try to ensure that all guests get the type of break away that suits their needs and expectations. We receive excellent feedback about our staff and also the food and it was lovely to read your comments on both. Our pool is staffed throughout the opening times and is monitored by CCTV cameras also. Families do tend to eat breakfast earlier and we do as you have, recommend that people come for breakfast outside of the peak rush times. We will always ensure that all guests receive the same service and food choices regardless of the time.

Redcastle Customer Care Team
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Galway, Ireland
Level Contributor
7 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 18 helpful votes
Reviewed July 26, 2012

stayed 3 nights. on entering check in staff totally unfriendly and felt very dissappointed. rooms clean ,ok but needs some updating. hotel design means all family rooms have view of carpark?????. gym , pool very good and friendly staff, no free wifi ,computer in lobby on pay per view (tacky) and 1euro for 10 minutes of slow broadband , i was shocked by this..cost of hotel wifi /slow broadband should be free. breakfast good,staff friendly. captains bar, well where do i start,, ambiance horrible, design very poor,menu limited ,especially for children and fairly expensive. staff poor ,felt you were an interuption in there daily routine.went to town to eat as we saw a lot of guests did,hotel must be losing at least 500 euros a nite ..incredible that owners cant see this.baggage handler always has a hello, smile very nice. food in main dining room very nice and same friendly staff as breakfast,although kids meal was not in package ,surprised... overall staff need more training and understanding that service is more than being there at work.

  • Stayed July 2012, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank 12345allan
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Your_Customer_Care, Guest Relations Manager at Redcastle Hotel, responded to this review, August 2, 2012
Dear Guest,

Thank you for your feedback. I apologise that you felt that you were not greeted in a friendly manner when you arrived to the Hotel and I will certainly pass your comments on to the department manager. Our Wi-Fi is free to all guests for the duration of their stay and these tickets are issued by the reception team, notices are in place throughout the Hotel informing guests of this. Our new bar menu was launched at the start of July and we have received tremendous feedback from our guests, we also have a specifically designed superhero menu for children with a large selection of children’s meals, children may also choose half portions of any adult dish on the main menu. We are very lucky that both our bar and restaurant are extremely busy each night and almost all guests that stay with us dines at least one night with us and many choose to dine both nights. Thank you for all of your comments

Redcastle Customer Care Team
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Letterkenny
1 review
common_n_hotel_reviews_1bd8 5 helpful votes
Reviewed July 26, 2012

Spent 2 nights last weekend in the RedCastle Hotel (Friday July 21st and Saturday July 22nd 2012) and was extremely dissappointed with my stay.

On arrival I was completely ignored at reception and then told that my booking was wrong and that instead of 2 nights dinner package, I'd only be getting one dinner. Same price though !!! ohh and 12 hour free wifi .. really ? I would presume wifi was totally free in a 4 star hotel at this stage ....

So I went to the bar and ordered a burger (priced at €13.95) and was overcharged by €1, presumable because I asked for potatoes & veg instead of chips ... The waitress took the plate away before I was finished the meal and then handed me the bill immmediatley. It made me feel like the hotel was saying 'ok you've had your meal now off you go' ...

The room was fine but there was a lot of noise during the night due to a wedding ... thats fair enough I guess ....

Went down for breakfast the next morning to find dirty cutlery and to my amazement a fork with one prong bent the wrong way ( come on !!! ) ... My wife arrived on the saturday afternoon and we were really looking forward to the meal as we had heard good reports .. Meal itself was very good and we had a nice experience ....

However next morning we woke up with a letter under our door saying that we had 'left the restaurant without paying and there was a balance of €9.10' .. wha ???? ... it was for the irish coffee and a lucozade we had during the meal ... OK so they had our credit card details, just stick the irish coffee and lucozade on the bloody credit card !!! ..... the wording of the letter was strong and totally unacceptable ... that was it for me ...

On checkout we mentioned the booking error and the letter to both ladies on reception, one had absolutley no interest and is clearly in the wrong line of work. The other was nicer but basically told us to check the email which we recieved on booking ... we didnt receive one !!! ..

I was going to write to general manager Mr. Wynn but anyone I have spoken to told me to put it on Trip Advisor, so here it is.

€304.95, the whole 'experience' cost me ...

Room Tip: Choose a good room in another hotel
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  • Stayed July 2012, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
5 Thank John M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Your_Customer_Care, Guest Relations Manager at Redcastle Hotel, responded to this review, August 2, 2012
Dear Guest

Thank you for your review. On your arrival a copy of your confirmation letter and the email sent to you was given to you to verify your booking type which was a two night package with one evening meal.. Our Wi-Fi is free to all guests for the duration of their stay and access codes are issued for a twelve hour period. Guests may obtain as many of these codes as they require throughout their stay. Notices are placed through the Hotel to inform guests of this
I apologise if you felt that you were rushed in the bar and an extra charge would apply for any additional side orders. The side orders are detailed on the menu. It is not acceptable that your cutlery was not fit for use and I will ensure that your comments are passed to the department manager.
We do require that all guests sign for any items that they purchase in the Hotel, this allows our staff to add an item to a bill with the full authority of the guest and it also leaves no confusion as to what items or services a guest has received during their stay. In the event of a guest leaving a department within the Hotel without settling their full bill we place a reminder in writing under their bedroom door so as not to disturb guests or follow them from a department. We do not have the authority to charge items to a customer’s credit care without their full consent.
Thank you once again for your feedback

Redcastle Customer Care Team
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Redcastle Hotel

Property: Redcastle Hotel
Address: Inishowen Peninsula, Moville, Ireland (Formerly The Redcastle Hotel)
Location: Ireland > County Donegal > Moville
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
Ranked #1 of 2 Hotels in Moville
Price Range (Based on Average Rates): $$
Hotel Class:4 star — Redcastle Hotel 4*
Number of rooms: 93
Official Description (provided by the hotel):
A warm Irish welcome awaits you at the four star Redcastle Oceanfront, Golf & Spa Hotel. With a magical waterfront location, overlooking Lough Foyle on the picturesque Inishowen Peninsula in Donegal, it’s the perfect getaway for a short break or family holiday at home.Set among mature woodland with 93 guest rooms including suites and family rooms and sea view rooms, our own 9-hole parkland golf course and exclusive Thalasso Spa, the Resort oozes charm, style and warm hospitality. Our Waters Edge Restaurant is appropriately named with breathtaking views across Lough Foyle and a menu that features the finest local seafood and fare. ... more   less 
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Also Known As:
Redcastle Hotel Donegal
Carlton Redcastle Hotel And Thalasso
Hotel Redcastle
Carlton Hotel Redcastle
Donegal Hotel Redcastle
Carlton Moville
Redcastle Hotel Moville, County Donegal, Ireland

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