Not so royal at the Royal
17/10/2016 Eatery_Reviewer, Hayling Island
We returned to the Royal having rated the hotel 5* previously two years ago. The location, car parking facilities, helpfulness of staff and facilities were first class and as good as before. But, a ... more
We returned to the Royal having rated the hotel 5* previously two years ago. The location, car parking facilities, helpfulness of staff and facilities were first class and as good as before. But, a significant number of unwelcome small failures have arisen: staff smoking in uniform outside (not main) doors; cool coffee served in a broken tea pot; not sufficient cleaning etc. We reported some incidents to a manager and offered to speak to the General Manager of the hotel on departure, but the offer was not taken up.
We now have a dilemma, will the hotel regain their high standards which would make a return stay an even more pleasant experience or will standards fall further making a return stay a disappointment?
Finally, let me repeat, we enjoyed our time in Jersey and at the Royal Hotel, and our stay was very good value for money. I'd like to see a commitment from the Royal to take my comments positively and return to an "excellent" status from a "good" status. less
ManagerJersey, Manager at BEST WESTERN Royal Hotel, responded to this review
Thank you for your return custom Eatery_Reviewer and for your comments that the helpfulness of our staff and facilities were first class. It is wonderful that you feel that you enjoyed your time at the Royal and your time in Jersey.
We have looked at the timing of your previous stay and our same hotel General Manager and Head Chef have been in post over both your stays. Operationally, we have reviewed the areas that you mention as we do always seek to maintain high standards. Equally, your feedback is valued. Thankfully, we have enjoyed many positive reviews of our AA three star Royal on this forum and your comments can only help us to keep standards high.
Having spoken with our General Manager, he did genuinely intend to speak with you but unfortunately missed the opportunity to meet with you.
Thank you once again for your feedback. We hope that we may have the pleasure to welcome you back again sometime soon.