I booked my partner in I at this hotel last weekend whilst visiting for a friends birthday. It is in an excellent location and has superb views of the beach and coast.
Upon booking the room, I received an email asking if i'd like to book for dinner which I thought was a lovely touch. I'd also forgotten to pre-arrange parking (FYI if you're driving then don't forget!) so I fired a quick email off to the hotel before I left London. By the time I was there it was all arranged.
We were greeted by Grace at reception who was very friendly and welcoming, she even showed us into the room and gave us a quick tour. I spend a lot of time in hotels on business and this was a very welcomed extra touch.
The bar and restaurant down in the Lobby had a good selection of wines, a bottle of which we took to our room and was perfectly chilled. We didn't end up eating in the hotel, but they did book us a table at Georgio's just up the street and the food/service there was also outstanding.
The next morning we came down for breakfast which was included in our room charge. As we walked into the restaurant we were simply asked "are you ok there?" which I found strange, I would have expected a "good morning, how are you?" or something to that effect. We were instructed to sit anywhere that was set up for breakfast. Not all tables were and one vacant one by the window which would have been perfect had not yet been cleaned from it's previous occupants.
Our order was taken and fresh coffee brought to us and we had some pastries from an excellent continental selection. We had the Full English which was delicious and cooked to perfection.
I have to say in a stark contrast to the night before I did not find any of the staff engaging or chatty. There were some delays on requests, such as more milk for the coffee or glasses to go with our water (that took about 15 minutes). I thought it was such a shame for such a lovely hotel for the staff not take a genuine interest in us like the lovely Grace had the night before. I often work as a mystery shopper as well as being a senior manager with an award winning airline and I found the service in the morning to be lacking in any warmth or sincerity. Don't get me wrong they were polite and respectful but just missing the 'welcoming factor'.
I should mention the attention to detail in the rooms and the hallways not to mention the lobby is absolutely stunning; a lot of thought and planning has gone into this hotel and you really do feel like you're getting what you pay for. The mini bar contents was a little bit slapdash with a couple of chocolate bars etc but the tea and coffee making facilities in the room were again superb.
My tip to the hotel; keep doing what you're doing, but get your staff who were working on Sunday 27th October to smile a bit more and let some of their personality shine. If they can't, then they are letting your wonderful hotel down.
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- Also Known As:
- Sands Hotel Margate, Kent