Good, but shame about the service
12/07/2015 IanSwindon, Swindon
First impression were good. The location is really nice, out in the countryside with views down to Cardiff Bay. The room was a very good size with a queen sized bed, a double sofa bed and a nice sized... more
First impression were good. The location is really nice, out in the countryside with views down to Cardiff Bay. The room was a very good size with a queen sized bed, a double sofa bed and a nice sized bathroom. There were a few weddings on, but the function area is on the opposite side of the hotel from the sleeping area. I booked on Expedia, so check-in was straight forward. There is free wifi and freeview channels on the the TV. The bed was comfortable, but the sofa bed dipped in the middle, so the kids found it less than comfortable.
There was little noise at night, so I slept well. However, at 0830 in the morning the fire alarm sounded, which woke us up and really scared my small children. A member of staff came to shut it off. However, the staff did nothing to reassure us it was a false alarm, or to apologise for a disturbed morning. On check out I was not asked whether we had any issues or whether we enjoyed our stay. I was also concerned that the staff did not check on people when the alarm was going off. I would be worried that rooms are not evacuated in case of a real emergency.
The hotel would have been a good choice had it not been for this customer service/care fail. A few words of reassurance and possibly an offer of a complementary breakfast would be expected in such circumstances. less