We were a group of 15 (Family members) staying at the Hotel for two nights on a Saturday & Sunday attending an event close by. The hotel is currently under refurbishment (we were allocated rooms that had all been renovated and are spacious with good facilities within them). We were staying on a B&B basis.
The problems started when we went to dinner in the evening, the hotel had a number of events on plus the restaurant was open. We were informed that their may be a delay in being served in the restaurant due to the other functions. This wasn't a problem as we were in no hurry and as a large group ourselves we understood this and in actual fact the food arrived in good time. However the quality of the food served was no where near the standard that you would have expected for the price that was being charged. I had a Rump Steak which was as tough as I have ever encountered. My daughter had a veggie burger that was so overcooked that it was in edible and my Uncle had a piece of chicken that you could have used as a wrecking ball (this was just the feedback from our table of 6). We did make the waiting staff and the on duty manager aware of these issues at the time and they were very apologetic. However for the price that was being asked this should never have been the case in the 1st place.
The renovated rooms all have hard floors (Vinyl), we were all allocated ground floor rooms. the problem with this is that the noise from the rooms above with people walking and scraping chairs is amplified. It was as if a heard of elephants had decided to completely re arrange the furniture on a constant basis were in the room above us between 01:00 & 03:00 in the morning.
We were on a B&B basis and were told that Breakfast was served until 10:00 which we duly rocked up to on the Sunday at 9:30 and enjoyed the buffet style breakfast.
On the Sunday evening we asked at reception to be booked into breakfast at 9:30 which we were told that this was fine. When our group arrived at breakfast between 9:00 and 9:30 we were told that breakfast had finished an that he chef finished an 9;00 so there was nothing to have. I even asked whether we could have some toast and was greeted with ''sorry the toaster has already been turned off!!''.
We went to reception to explain the problem where we were told that ''we couldn't have booked in for 9:30 as during the week breakfast finishes at 9:00'' and that they would ''review the video footage and listen to the dialogue to prove it!''
So much for the customer always being right!! And not only that who gave them the right to video the conversation in the 1st place? There are no signs up saying that you are being recorded....
Plus when the receptionist returned after supposedly looking at the video she addressed the wrong person in our group who had actually made the breakfast reservation.
They wouldn't even take the breakfast's off our bill for the Monday as they said it was our fault that we missed breakfast when we had booked in for 9;30 in good faith.
I literally have never heard so much ''Bull'' in my life.
In summary, the refurbished rooms a good, large, well appointed and clean. The drinks and food are over priced and poorly cooked and some of the reception staff need a lesson in hospitality. Stay on a room only basis on the 1st floor and you should be fine! less