Gastnutzer
13. Oktober 2024
Utterly disappointed by management’s attitude, not seeming to care about making things right for us or responding to us or *******. We stayed here for our mini-honeymoon; our first break ever away from all three of our kids. Our stay was ruined on the first night when we were woken by the sound of thousands of bottles being smashed. We’d paid for a luxury room and informed the hotel in advance we were on honeymoon, yet they decided to place us in a street-facing room, on bin-collection day after hosting a wedding (presumably with lots of empty bottles) and didn’t inform us that the windows in the room do virtually nothing. As such we were woken around 6:40am and it took around 20mins for the numerous glass bins to all be emptied. I called reception at the time, but as it was so early, the night manager said they completely understood and would let the morning receptionist know. We heard nothing all day and had to raise this and other issues upon checkout. The manager was not available at checkout and no alternative contact seems to be the standard for this hotel. In our two night stay, we also experienced staff swearing at each other at the bar, as it seemed one chap had finished his hours and wanted to leave, and the other didn’t want him to go as they were understaffed. The short-staff problem continued the next night when, on a Tuesday at around 6:45pm, it took us half an hour to get two drinks. The queue was only three-deep, by again there were only two staff and one mentioned that she was new. As per the photos, the bathroom in our “luxury room” had a few issues as well that I reported on our checkout. I was asked to contact the manager via email about our issues, which I did the day after checkout. It took him around a week to respond and while he was apologetic, he didn’t offer any refund and hasn’t responded to any of my emails since; or indeed to *******, who also tried to call them for us to discuss these problems. Even when I’ve experienced poor service or issues before, I’ve rarely come across such indifference from management to fixing the problems and making things right for their customers…very poor right from the top.
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