Before I list my complaints I would like to say from the outset that management were aware of the issue but refused to speak to us when requested through Allan. Secondly, I rarely write a poor review as I’ve rarely needed to so please be assured these are genuine and frustratingly true issues- - To be balanced the location is beautiful, the conversion sympathetically done and the nest staff are wonderful. However - The hotel failed to notify us that the restaurant would be closed at 1900 in advance of our stay. We received the generic pre stay email which did not include any such detail, so we were able to make alternate arrangements. - The check in woman was rude, curt and threw a sheet of paper under our nose and got rid of us asap. Sadly this attitude continued through our hotel tour when we were not told of the hotels night entrance or how to access it. - We received a WhatsApp message at 1955 informing us that reception would close at 2200 with an emergency number should we need it - We returned at 2140 to find the doors locked and reception closed! Realising that there was a fob on the key we gained access to the main door. However could not access passed the passageway. - No worries, we called the Emergency number….it rang at reception and no one was there to answer it. - We had to go from restaurant to restaurant to speak to staff who might know the hotel staff personal contact details. Thankfully one did and it was only then that they informed us of a night entrance! - I received a curt WhatsApp message from reception the next day offering me assistance in how to use a fob if I’d like to pop by? No explanation as to why reception was closed early or why the emergency number was not available to offer assistance when we were locked out of the hotel - When Allan met us the following morning (he was the one, the bar staff tracked down) he stated that he raised this with management but we received no communication whatsoever. They appeared to hide behind their hardworking front of house staff rather than come and offer an explanation face to face. Communicating is key and this hotel failed in the basics to listening to their customers feedback. Personally, I would find somewhere less pretentious where customer service is a priority, because unless you fit their demographic, sadly you are not of interest to them. Utterly disappointed.
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