Couldn't be more disappointed after we left and it was about to get worse. A day after check out I get this " pretend to be personal automatically generated email" talking about what a delight it hade been with our stay. Completely wrong and not what you want after a bad experience which also had been pointed out. But ok thats how some place use email/social media this days BUT I took the time to give them feedback, which the email also welcomed. More then one week later still no response. I will let that speak:
Dear Royal Mail,
Thank you for your mail, even though it automatic, unfortunately our visit was not a pleasure. We are extremely disappointed with most parts of our stay which we also tried to point out several times for the staff. Staying with you is not only expensive, we made a long trip to come out and left feeling absolutely unsatisfied and ripped of.
First of all we got sick from what could only be your food that was cold, late and bad. I will get to that.
Second, the possibility to dine in the bistro or restaurant. We booked your best room and yes you are right it says on your website that a reservation for dinner is important but not how long before etc. And I do feel that as long as all rooms are available for booking you should be able to offer dinner reservation. A hotel located so far from other dining options should be able to have “walk in” tables for its guests but again that is just my opinion. We booked only a few days in advance to spoil ourselves and followed up with a call, one of many calls, to make a dinner reservation. We were put on a waiting list. In the end even thou we said we could be flexible with anything we did not get a table for dinner. However we managed to get permission to sit in the bistro bar to have a glass of wine, and watch the empty tables... Again we asked if we could sit down on one of the table were they already finished dinner and left but no. We ordered room service from the bistro menu. It took over 1 hour to get the food. The meat was cold. I am allergic to potatoes so I asked to get more salad instead, that did not happen. My husband did not get the potatoes from the menu, he got some soggy version. We tried to call reception/room service to fix this but the phone in our room was out of order! The charcuterie plate was a disaster! I have never seen so thick cut pieces of meat before, it was inedible. The bread was dry to the extent that we had crumbs everywhere. Cheese plate as bad. We paid 180 ausd for a cold meal that we waited 1 hour for and the quality was catastrophic. All the cutlery were dirty, we got no proper knives for the meat and the whole experience was sad. And what is worse is as mentioned that we both got really stomach sick in a food poisoning way during the morning and the day we left. We both had the same food and regret eating it in the condition it was served.
Breakfast, I was prepared given the reviews about your breakfast are bad, but it still managed to disappoint. I think a standard boiled egg could be included. The biggest failure in our opinion is the total lack of love. It was bad presented and half of the few plates were empty and messy. We left with nothing in our stomach except a coffee, we did ask your staff for other breakfast recommendations in the area but even if we asked two people none of those could recommend any place and both claimed they had never sat foot in the cafe across the street. I think a basic level of local knowledge should be required from the staff.
Our room had big flies keeping us up half the night and also small black millipede. This was mentioned to your staff who responded like they had never heard about neither before which is just ridiculous.
I regret even paying when we left but at that point we were so disappointed, felt sick and sad that we just wanted to get away. And also we had already pointed out all of this during our stay with no real response.
- Official Description (provided by the hotel):
- The Royal Mail Hotel is a unique destination set among native gardens and fruit orchards with stunning views of the Southern Grampians Ranges. Award-winning food and wine, accommodation, conferencing and wedding facilities and the nearby historic Mt Sturgeon Estate are all available for guests to explore and enjoy. ... more less
- Reservation Options:
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- Also Known As:
- Royal Mail Dunkeld