"There was no night porter on the premises, when we arrived at about 11pm., so we had to carry heavy suitcases up a steep flight of stairs to reception to collect our key.
No Decaf coffee in the room nor non dairy milk, although I had requested both. Neither was there ordinary milk. After repeating my request the following morning, I received instant decaf coffee sachets but no pods were available. The milk arrived in a cup.
The room was not cleaned, nor the bed made and the bottled water not replaced until I asked reception. There was a notice to say that the room is only cleaned every 3 days and there is an extra charge of 8€ if you request it earlier!
I wanted to buy a PH Teddy Bear, but there was no gift wrap, as advertised and the only bears available were the display bear from reception or the one displayed in our room , and one of them had a hole in his head!
On our return several days later, similarly there was no plant milk nor decaffeinated coffee in the room. Reception said he had seen my request, but the kitchens were now locked up. However he would put in my request the following morning, (too late for my morning coffee). I went out to a local supermarket and purchased both non dairy milk and coffee.
We stayed both times in refurbished rooms, which were beautiful, the beds were comfortable and linen spotlessly clean. The rooms were also perfectly clean. Sadly the carpets were very stained.
Breakfast was a veritable banquet with many, many choices. The waiting staff were very helpful and cleared away dishes as they were finished with, food was kept topped up. There was soy milk available and also sachets of decaffeinated coffee. One downside was the soy milk which was past its best and curdled in my coffee. I pointed this out and fresh soy milk was brought. However, at breakfast on our second stay, 5 days later, the same thing happened except the girl argued with me and said this was normal. I explained that as I drink soy milk regularly, this was not normal, she argued again and then a third time, when at that point I gave up and decided to make my coffee in my room. She then offered the carton of soy milk. On our last morning we checked out at 10:20 ready for our taxi, to the airport, which we had pre ordered for 10:30 with reception the previous day. I mentioned this to the receptionist (different) as we checked out and as she checked on the computer, her expression changed and I knew the booking was not on the system. The other receptionist had omitted to book it. I then told her the catalogue of disasters that had happened over our two stays with the hotel. Fortunately she was able to get us a taxi within 10 minutes of the original booking, which the hotel paid for.
The big question is would we return? There was a lot to like in this hotel, but also a lot that could have been much better. When you are paying a lot of money for a special stay (our anniversary), it is disappointing when there are so many problems. So the answer has to be “No” we would not return."
