My sister had her wedding day here yesterday (26th August) and it was a lovely day. However, the customer service skills of the reception staff leave a lot to be desired. After requesting an early check in for the bridal suite we were swiftly told that "those rooms are the largest and so they are cleaned last, so we can't guarantee". Well, here's a novel idea... Considering a wedding costs thousands and brings in a lot of revenue for the hotel presumably I'd suggest you might think about prioritising the brides room on her special day??! Just a thought. That said, I might not have been as motivated to write this review had the staff been a little more flexible in their thinking overall. I requested bath robes for the photographer who wanted to take some getting ready shots. "Well we are running low so I'll have to check". It was as if they were doing us a favour! Our photographer did find that the bridal suite was unlocked and so decided to use it for some photos of the dress etc. It wasn't made up, but that's fine. The cleaner kindly said let me know when you're done with it and I'll come and finish it. Guess what? Yeah receptionist stormed in "who has let you in this room". Erm, well considering its her wedding day the bride wanted some nice pictures of her dress etc. I understand she may have been worried that were were using it before it was ready and clean, but there is absolutely a way of speaking to someone. We are decent people and just wanted to have a nice day. Work on your communication skills reception ladies!! At many weddings I've been to the bride is treated like royalty. Not here.
Thankfully though not everyone was like this, the younger bar staff and the staff looking after the wedding ceremony and wedding reception were lovely. Interestingly at this hotel none of the staff wear name badges here so I can't call the good ones out in this review. Equally, I can't email the hotel directly and be specific about the staff for whom I'd like to provide feedback. So here is a few other interactions I'd like to mention... The inconsistent bar staff. Some would charge drinks to your room. Others, specifically the older lady with a short dark bob at the reception room bar looked at me like I was an alien when I told her I hadn't got a piece of paper confirming I'd let reception swipe a credit card on check in. That was followed by a patronising explanation of how I needed it to charge drinks. I also thought the girl working front of house at breakfast room this morning chewing gum was an interesting touch?! I work for a big company in customer service and if my team conducted themselves in this way I'd be mortified. Training needed please! Are the staff fed up and demotivated?
On the positive side the food in the restaurant and reception was lovely. The guys running the pizza oven in the evening were a great bunch. Well done to all the catering staff.
The rooms are ok. A little tired in places, but they did the job. There's no air conditioning so it was rather hot and stuffy. There's no fridge in the room either, but I guess that's why it's only rated a 3 star hotel.
I won't bet letting the attitude of some of the staff spoil what was a really memorable day, but at the same time I needed to share my experiences because with a little more courtesy and just good old service skills this place would have been great. It's for this reason I've rated this hotel as 'poor'. This is the hospitality industry and so I'd expect everyone to be just that - hospitable. Sort it out Mosborough!! less