I was staying at the Roker Hotel as part of a wedding party that was holding their reception there. I ordinarily live and work in Belfast, and do not get home to Sunderland often. Consequently, I thought that it would be excellent to stay at the Roker hotel a couple of evenings before the wedding reception the next evening, so as to see more of my family in the run up to the wedding.
On arrival, we were checked in to our room, only to find out that the table lamp bulbs in the room did not work, and that we had only one set of towels for two people. After an early flight and a lot of travel, we decided to have a nap, only to find that the shades were ill-fitted and wouldn't keep out a lot of light.
All of that could be excused, but we had purchased what we thought was an "executive double" room, and it felt tired, worn and outdated, although it was warm and quite large.
We were woken up at 5am the following morning as I can only assume the previous guest had set the alarm on the included iPod dock to wake him at that time (possibly for lovely sunrise). Unfortunately, for us, we didn't wish to be up that early. It took us an exceptionally long time to get back to sleep as the shades didn't work and the room was very light.
All of this could be forgiven, except that I was told on checkin arrival that breakfast was served from 7.30am to 11am. I thought, on the last day, that it would be very nice to have a breakfast with my brother, his girlfriend (also staying at the hotel) and my parents (whom I hadn't seen for almost 6 month), in order for them to meet my girlfriend
We proceeded into the breakfast area at 10.20am to be told that we would need to be quick as breakfast finished at 10.30. I explained that we were told at checkin that the breakfast was served to 11am only to be told that that wasn't possible and that I must be mistaken (although my girlfriend, and mother also heard the same). There was little left in the buffet at that time, so i asked the waiter (an awfully rude and arrogant staff member) if we could have table service as me and my girlfriend were given that the day before.
He made it VERY clear what an inconvenience this was to him.
On ordering tea and coffee, we needed to ask for clean cups and saucers 3 times as each time they replaced them, they were dirty again.
The waiter also proceeded to inform the staff to "get this place cleared now", before we'd even managed to get a slice of toast. Our presence was clearly not wanted
On leaving, my parents paid for themselves as they were not residents. It cost them almost £20. On leaving the restaurant, they were rudely interrupted by the aforementioned waiter whom proceeded to check with his staff members that my parents had definitely paid (which of course they had).
That was the final straw, and on complaining to the receptionist (who was very nice), I was promised a phone call to follow up on the complaint. I am still waiting for this 5 days later, and am doubtful that it will occur.
I will not stay at the hotel again. On a positive note, we relocated to a hotel in Jesmond (The Cairns Hotel- osbourne rd location), and it was far superior in all ways less