Having stayed here several times we understand that the hotel is old and in need of some TLC. That has never been a problem for us and we have always enjoyed our stays. This time however was different.
On arrival at 1.15pm we were greeted by a surly receptionist who told us that our room would not be ready until 2pm. Not a problem but there were no smiles, offers of refreshment whilst we waited, or were we told where to put our luggage, so we sat in the lounge or on the terrace surrounded by our cases, and by a wedding party feeling that we were intruding on their celebration and feeling very uncomfortable.
Whilst sitting there we noticed how dirty the whole area was and whenever a member of staff walked by no attempt was made to tidy any of the empty glasses or clear any of the rubbish on the terrace where the wedding photos were about to be taken. Some ladies who were trying to enjoy a spa day were moved off the terrace so that the photos could be taken even though they were sitting in an unobtrusive corner. The gents toilets just off the bar area were dirty and smelly. When we were informed by the cleaners at 1.45 that our room was ready we were once again told by the same receptionist that we could not go in there until 2pm.
Our room, when we were eventually allowed in, was comfortable , had a lovely view but the cleaning was not up to its usual standard and we had to fix a window latch that was broken.
The communal areas, which give a 1st impression of the hotel, were dusty and dirty. The edge trims on the stairs leading from the reception area were filthy and I felt for poor bride making her grand entrance through there.
When we discussed our complaints with reception manager, Rachel, later that day, she was very apologetic, helpful and understanding despite having to deal with several other issues at the same time. She discounted our bill which we were grateful for but not what we were after.
If the hotel was given a spring clean and everyone had Rachel's customer service skills the hotel would be a much better place to stay and worth every penny.