Customer service doesn’t exist!!
22/06/2019 dorisando, dorisando
Stayed for a night as off to the races at Newmarket so a special treat, paid over £220 per room for a Superior Suite, superior??? It was not!! First of all we arrived early so opted to sit in the bar ... more
Stayed for a night as off to the races at Newmarket so a special treat, paid over £220 per room for a Superior Suite, superior??? It was not!! First of all we arrived early so opted to sit in the bar area for sandwiches and a glass of wine, whilst I asked for a medium white wine clearly they didn’t know there wines and I ended up telling them. Whilst waiting for our sandwiches we watched staff drag bin bags across the main seating area which is really not on, we couldn’t sit in the Celtic bar as it stunk of fish!!! So onto the room, it was so hot, couldn’t find any aircon controls so assumed there was none... ceiling fan on full. Opened the windows but just no air coming through, window latches were very loose and not secure. Bathroom fan ran for over 30 mins before turning of so couldn’t put the light on when came back late that night as new fan would keep me awake! Coffee cup was stained and only 2 milks in tray. Car alarm went off in car park for over an hour so rang to inform receptionist still went on for another half hour!
Jacuzzi not working in spa but nothing to tell you in advance.
Breakfast was a farce... asked for full English with extra sauté potatoes..oh and a fried egg done hard.....arrived with a runny egg, no extra pots, the pots were just a sliced new potato which clearly had not been sautéed!! Sent it back only for it to come back and yep.... plate was red hot so assumed it had been put under a grille but egg was still runny.
Checked out told the head receptionist and she just said I’m sorry about that, have a good journey!!
So no I won’t be returning, nor will I recommend the place needs to be made over and a decent update. No way are the superior suites superior, I paid less and got better at an airport hotel!! less