"Hotel customer service is terrible.
We booked 12pm late check out which we had email confirmation for, but on arriving back to our room half an hour before this to refreshen up before our flight, our belongings had been removed and we were spoken to extremely rudely for missing check out. When we said we have late check out, the receptionist made out she didn’t know anything about it and kept saying no and belittled us, when on arrival 3 days earlier it was her that confirmed we booked late checkout! We also showed the email confirmation, which she didn’t even want to acknowledge. Even if they made mistake, you would think that they would speak in a professional and friendly manner, especially when we could prove they were in the wrong. We then went to get our airport transfer which the hotel had arranged but it didn’t turn up, luckily uber is easy to book online so we sorted our own taxi. Uber actually turned out to be HALF the price of what the hotel told us to pay their driver in cash! So to be fair uber worked out cheaper and better but we would have been stuck if no taxis were available as we had relied on the hotel to arrange this as promised.
We also were charged for breaking something in the room that was clearly already broken. We were told about this on the second morning when heading down for breakfast, the lady was incredibly unprofessional and rude and didn’t ask any questions about the alleged damage to a bath plug release knob, instead just starting telling us we must pay €100. The plug was already broken and we left it on the side of the bath for the cleaners to see on the first day ! We obviously disputed this and asked to speak to the manager, we were told the manager would see us in the afternoon so we came back and waited to speak to him to sort out the issue. He didn’t turn up. On check out we were told they were going to change our card regardless. The lady on reception was very apologetic and agreed with us, but said her manager said she had to charge us. The manger is clearly not bothered about customer service or relations and treats the staff just as bad, he didn’t bother to come see us as promised the previous day and work out the issue directly, he just left the receptionist to demand the money from unhappy customers.
The hotel room was clean over all, but the hallways and lifts are dingy, dirty and smelly: I will attach photos.
There is work going on inside the building so there was a trail of brick dust and workmen’s footprints along the walk ways, in lift and on stairs. There is also major work to the church directly opposite and the noise from this starts at 7.30am! There is scaffolding around the building so imagine it will be for while.
The reception area is claustrophobic and uninviting. We arrived at the same time as another young couple and we had to squash in, for 4 adults to fit in the area.
The breakfast- coffee was nice, omelette and food selection was also nice. Ali, the waiter was brilliant. Kind friendly and generally wanted to look after you and provide a great service. The
Manager and other staff should take some advice from him on how to treat customers.
Location- I would say this is a good location as all the main landmarks and shops are walkable, but bear in mind you are on a busy high street so there’s noise until around 1am and then on a week day, the construction work noise starts at 7.30am!
Overall I would never return to this hotel. When you work hard and spend your money on what should of been a nice treat, you expect to be made to feel a bit special as a guest, but once your checked in that treatment ends, and then the customer service is terrible!!
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