Worst reception experience ever which then ruined our entire stay.
Stayed here with friends and it just goes to prove what a difference poor customer service makes to an experience.
We had attended Convoy in the Park for the day at nearby Donington Park so decided to stay in the area to maximise the day and travel home the following day.
For context, I had originally booked a different hotel (Donington Manor) but decided to change to this one having read fantastic reviews and we were particularly looking forward to an evening in the Marco Pierre White restaurant. At no point when I booked did the website say or was I advised that we should book a table in advance.
On arrival, we faced Teresa on reception. Quite frankly she is the rudest, most condescending hotel receptionist I have ever had the misfortune to encounter and I stay in loads of hotels for work (at least 1/2 nights a week).
When she asked for our name, she couldn’t find our booking so curtly asked if I’d booked it in a different name (why would I do that?!!!). She managed to find one of our rooms which was the one I had specifically requested a cot for. We asked if it had a cot and she said she didn’t know (and didn’t much appear to care either).
Another receptionist (young lad) then appeared, she looked down her nose at us and told us to get him to check us in. She was rude to our friends and generally extremely unhelpful.
I asked if we could make a booking for the restaurant and was told it was closed for a private function. I asked if there was another option in the hotel and was told no. The lad did then say there were 2 pubs which might be suitable for us up the road or a fish & chip shop nearby. I really wasn’t happy by this point - they were not proactive at all and didn’t really appear to want to help us. He did say we could get snacks In the bar but the menu just had sandwiches etc and we wanted a meal. We had 3 rooms booked for 6 adults plus a 6 month old baby so we would need to eat somewhere!
As we walked away, we clearly heard the receptionist Teresa whisper (not quietly) to her colleague derogatory remarks about us. Now we are not snobs, but look here Teresa love, you’re just a hotel receptionist so are hardly in a position to be judging people! The Ritz it ain’t! And as they say, never judge a book by its cover (you should have checked out our cars if you wanted to judge us!). (And there’s nothing wrong we how we look anyway love!).
We had drinks in the bar and have to say the guys there behind the bar were lovely. Teresa could well do with learning some customer service skills and manners from them!
We decided to walk up to the pubs but neither could offer us a table so we ended up with fish and chips (they were lovely by the way!) which we took back to the hotel and ate outside.
We headed back in for more drinks and noticed that people were eating meals in the bar so clearly there were other options!
There were several hen parties staying and a disco of some sort. Our room was immediately above the disco so the music was extremely loud although to be fair it didn’t really bother us, but because of how Teresa had made us feel, we were more sensitive to things we wouldn’t normally complain about.
Our room was lovely although it was hot with no air conditioning. Good size, comfy bed and clean. We did ring to request the complimentary fresh fruit advertised in the room but it never arrived so we gave up waiting. Just another nail in the coffin for a stay which had all the potential to receive a top rating if only the customer service from that one individual on reception had been up to standard.
The breakfast was lovely. Plenty of it, freshly cooked by a particularly pleasant chef who even came round to all tables to say he was about to finish cooking to check if anyone wanted anything before he packed up. The waitresses were lovely too, offering us lots of fresh coffee and tea, and cleaning the tables efficiently and politely. There you go Teresa, that’s how you do it - your colleagues know how to give great service but you, my love, have no bloody clue.
Suggest you discipline her if you value your hotel. We did inform her in the evening that we had heard what she had said about us but she just wanted to argue and kept asking what she had said. No apology or acknowledgement despite us giving her the opportunity to say sorry and put things right.
When we checked out, as an afterthought, she did say to one of our party that we had appeared unhappy and asked would he like to speak to her line manager. By then, we’d had enough and just wanted to get away.
What a shame. Wish we’d kept our booking at the other hotel now. What should have been a lovely couple of days away with friends was tarnished by the ineptitude and rudeness of just one individual. less