We stayed here for two nights (27th & 28th March) for a charity event that we attend regularly. Our previous stays have been pleasant enough but this one was definitely below par. We appreciate the fact that the hotel is undergoing renovations at the moment, but with that in mind, the management should be going out of their way to ensure that this doesn't affect paying customers' stays. The rooms aren't cheap, so to have had the sort of stay we had, did leave a nasty taste in our mouths. As we always attend this event with our son (who now he's over 12 for some reason they hike the price up big time) and usually have a family room. I made the booking some months ago but when we got there, after a very long and tiring journey from Kent, we were given the wrong room with just a double bed in it. After my husband went downstairs to complain we were given the keys to another room, which had a double bed and a single but was so small considering we'd paid the same amount as previous stays and had a much larger room.
The double bed had a mattress that was too small for the base, which made it uncomfortable to sit on the edge. And as the room was so small we had to use the bed to sit on as there was no room elsewhere. The shower attachment on the wall in the bathroom was on the point of dropping off and there were hairs still in the bath before any of us got in it. And despite it being a room for 3 people, there were only towels for 2. We also suspect the sausages served at breakfast hadn't been cooked through properly as my husband suffered from a bad stomach once we returned home. Our son and myself didn't have any sausages and we were fine.
All this we could have turned a reluctant blind eye to, but what happened at the charity event has left us feeling we have no option other than to write a complaint. The people who run this charity event have done so here for many years. It's all done completely voluntarily and they have raised thousands and thousands of pounds over the years for their chosen charity Moodswings. They ask for nothing other than the hire of the room and a dedicated barman. All food is provided by the people running the event and their friends. So really, the hotel doesn't need to do much. But the barman 'supplied' was so surly, bored, indifferent and frequently not there.
The organisers and the charity now, quite rightly, feel they have cause for complaint. They have done so but have met with little or no response. Considering the trade they have bought them a number of times over the years, this is very poor. In the current economic climate, with numerous pubs and hotels suffering or going out of business, those still in operation should be bending over backwards to provide a service that is second to none. Again, it was appreciated that they were going through refurbishments, but if it's not possible to operate the hotel to the level that is expected with that going on, then they should close down for a period of time and re-open when it is fully functional.
Such a shame. As I know that the organisers want to continue running these events. But with all that has happened, I'm sure they feel now that they will have to consider taking their business elsewhere. So come on management, step up to the mark and sort this out. less