Off to an awful start.
We contacted the hotel before arrival to especially request soya milk for breakfast which they said they would provide, we arrived and no soya milk and more importantly not really any expressed concern that they hadn't provided any despite saying they would. Not off to a great start but still not the end of the world.
So we then ask if there's any chance we can check out an hour later the next morning as we were going to a wedding and would arrive too early, the boy on reception said he'd ring and check, he then came back to us with "no it's company policy and the rooms are fully booked", very much a classic computer says no approach.
We finally get to the average looking room and go to have a shower, the shower doesn't work. This wasn't low water pressure, personal preference or complicated knobs not working, this was no water is coming out not working. We ring reception and the same boy as before says he'll come look, he comes up to the room spends a couple of minutes in the bathroom turning the tap on and off, sighing and saying "for fuck sake" before announcing "it's not working but it's too late to do anything about it now". Again we state the obvious "okay but we need to wash so what are you going to do about it?" We ask to try a shower in another room, he says he will have to ring someone and goes off to call a manager who it seems clearly couldn't give a shit. He tells us we can try the room next door (despite earlier being told they were fully booked) but the shower in there is exactly the same and no water is coming out! Here we have to state the obvious that "Why are you renting rooms out when the showers do not work?" Or "How do you not know that the showers do not work?" We are told that no one else has complained (right....) So we ask to try another (note again that we were told they were fully booked!) and in this room the water is finally running but only ice cold. Once again we ring reception and ask why do none of the showers work and this time the boy gives the phone to a manager who says, wait for it, "It's too late to do anything". We ask them quite simply "would you pay for a room when you could not wash?" And at this point we are responded to with "uhhhhh" sounds until we hang up.
We explained all this to the day staff the next morning who had had no message passed to them by the night staff about the shower not working at all. The manager apologised and said that the night manager had been off sick the night before. We explained we expected some compensation and fortunately were given a partial refund. Ended better than it started but I think some of the staff could really do with a lesson in customer service and the shower issues need to be addressed. read more