Rossharbour Resort — Hotel in Fermanagh and Omagh District

My now fiancée cause I proposed during the trip booked this as we first met 2 years ago on 23rd of March so I decided I would use the opportunity to propose to her. We have stayed in glamping before so well aware of what to expect of facilities. If we wanted or were expecting a hotel room we would have booked and stayed in a hotel. |On arrival receptionist couldn’t have been more helpful Fiona I think she was called (not great with names) We checked in and stayed in one of the lakeside pod’s. Stunning location was clean, practical and everything we expected of a glamping pod. |The pod is heated buy an oil filed electric heater that is controlled via a wall thermostat instructions are pretty clear heater needed to be plugged in and switch on at wall itself for thermostat to control it. So having lived in a caravan during house construction and visited similar venues I told my now fiancée to get the heater on as they take a while to heat up which she did as I seen the lights were on and thermostat set off to hot tub went and spent the whole evening outside during the course of which I asked her to marry me. Pretty big deal and one the most memorable days of my life. The hot tubs are meant to close at 2130 but when staff member came round he congratulated us and said sit in a wee while longer I thanked him a lot and said we would head in soon as next song was over. |Came inside and obviously being so late and cold it initially felt okay but after a warm shower I came out to find my fiancée shivering and said the heater wasn’t working so checked everything and it was wasn’t warm she felt a bit silly and thought she had done something wrong but after rechecking everything it was lighting up but no heat. It was that cold I had to put on my full tracksuit inc socks, t-shirt, hoodie and had to get under the duvet as we were both shivering. I gave it till 2345 and rang emergency number and told staff of situation and stated I was 5 mins away from going and sleeping in the car with heater on we were that cold. He was very helpful and told us to hang tight 5 mins later he arrived with a spare heater he could see thermostat set to 30 max on heater already there had temp at max and lights on but he said he could feel pod was cold. He said get the new one plugged in and give it a while to warm and any more problems to ring him, very helpful friendly guy could see me full dressed and apologised for inconvenience any more problems give him a shout. |Got back under the covers still fully clothed with my freshly proposed to fiancée ( not really the night she expected after getting proposed to) we both shivered till approx 3am when pod was finally up to a comfortable 21 degrees. Fair to say it really really really spoilt our engagement night full clothed shivering under a duvet till 3am! ||On check out next day 24th March spoke to Fiona (I think) in reception and explained what happened. She was very very understanding and apologised profusely and said somebody from management would be in contact. 1730 came still no phone call so rang and got Fiona and asked what time they closed she said 1800 but she had referred it to management and can take 24 hours to contact us but I said I’m quite sure tjat between 11am and 1730 a manger could of found 5 mims to ring a very unsatisfied customer who had one of the most memorable days of the their lives spoilt she apologised again and said somebody would be in touch. |20 mins last the manager Janice rang and asked me various questions which I answered to best of my ability. She said that house keeping had checked the original heater and it working fine. I said okay so how can you explain why myself and my new fiancée having to spend till 3am fully clothed under a duvet and with 3 hours of staff bringing new heater the place was warm. She said she couldn’t but if we ever came back to contact them and they would sort something complementary out for us. |I said so after having what was meant to be one of the most memorable evenings of our lives ruined thats all she was going to do? She said what do you want? I said your the manager of a hospitality venue it should be up you to offer and suitable suggestion but based on something complimentary we would never be back! ||I think anyone in our position would have expected more than a bottle of wine or something after what the day meant to both of us and it was spoilt! I worked in hospitality for over 10 years and have stayed in lots of different venues and if I was in her position I would of said listen guys come back next year on your anniversary on us and we will rewrite your memory with a more positive one or even just offer to let us pick another off season nights stay when available but no she didn’t. We will never EVER be back and we actually joked in the hot tub after I proposed how lovely the place was and how it would be lovely to book every 23rd March to celebrate every year! ||I have attached some pics so people actually believe this happened as you can see she this is a very genuine review You can even see lights on the wall thermostat when my freshly proposed fiancée took a pic of me fully clothed in bed at 1am on our engagement night!||Staff apart from Janice 10/10|Facilities 10/10|location and setting 10/10|Price 10/10|Managements ability to deal with dissatisfied...

My now fiancée cause I proposed during the trip booked this as we first met 2 years ago on 23rd of March so I decided I would use the opportunity to propose to her. We have stayed in glamping before so well aware of what to expect of facilities. If we wanted or were expecting a hotel room we would have booked and stayed in a hotel. |On arrival receptionist couldn’t have been more helpful Fiona I think she was called (not great with names) We checked in and stayed in one of the lakeside pod’s. Stunning location was clean, practical and everything we expected of a glamping pod. |The pod is heated buy an oil filed electric heater that is controlled via a wall thermostat instructions are pretty clear heater needed to be plugged in and switch on at wall itself for thermostat to control it. So having lived in a caravan during house construction and visited similar venues I told my now fiancée to get the heater on as they take a while to heat up which she did as I seen the lights were on and thermostat set off to hot tub went and spent the whole evening outside during the course of which I asked her to marry me. Pretty big deal and one the most memorable days of my life. The hot tubs are meant to close at 2130 but when staff member came round he congratulated us and said sit in a wee while longer I thanked him a lot and said we would head in soon as next song was over. |Came inside and obviously being so late and cold it initially felt okay but after a warm shower I came out to find my fiancée shivering and said the heater wasn’t working so checked everything and it was wasn’t warm she felt a bit silly and thought she had done something wrong but after rechecking everything it was lighting up but no heat. It was that cold I had to put on my full tracksuit inc socks, t-shirt, hoodie and had to get under the duvet as we were both shivering. I gave it till 2345 and rang emergency number and told staff of situation and stated I was 5 mins away from going and sleeping in the car with heater on we were that cold. He was very helpful and told us to hang tight 5 mins later he arrived with a spare heater he could see thermostat set to 30 max on heater already there had temp at max and lights on but he said he could feel pod was cold. He said get the new one plugged in and give it a while to warm and any more problems to ring him, very helpful friendly guy could see me full dressed and apologised for inconvenience any more problems give him a shout. |Got back under the covers still fully clothed with my freshly proposed to fiancée ( not really the night she expected after getting proposed to) we both shivered till approx 3am when pod was finally up to a comfortable 21 degrees. Fair to say it really really really spoilt our engagement night full clothed shivering under a duvet till 3am! ||On check out next day 24th March spoke to Fiona (I think) in reception and explained what happened. She was very very understanding and apologised profusely and said somebody from management would be in contact. 1730 came still no phone call so rang and got Fiona and asked what time they closed she said 1800 but she had referred it to management and can take 24 hours to contact us but I said I’m quite sure tjat between 11am and 1730 a manger could of found 5 mims to ring a very unsatisfied customer who had one of the most memorable days of the their lives spoilt she apologised again and said somebody would be in touch. |20 mins last the manager Janice rang and asked me various questions which I answered to best of my ability. She said that house keeping had checked the original heater and it working fine. I said okay so how can you explain why myself and my new fiancée having to spend till 3am fully clothed under a duvet and with 3 hours of staff bringing new heater the place was warm. She said she couldn’t but if we ever came back to contact them and they would sort something complementary out for us. |I said so after having what was meant to be one of the most memorable evenings of our lives ruined thats all she was going to do? She said what do you want? I said your the manager of a hospitality venue it should be up you to offer and suitable suggestion but based on something complimentary we would never be back! ||I think anyone in our position would have expected more than a bottle of wine or something after what the day meant to both of us and it was spoilt! I worked in hospitality for over 10 years and have stayed in lots of different venues and if I was in her position I would of said listen guys come back next year on your anniversary on us and we will rewrite your memory with a more positive one or even just offer to let us pick another off season nights stay when available but no she didn’t. We will never EVER be back and we actually joked in the hot tub after I proposed how lovely the place was and how it would be lovely to book every 23rd March to celebrate every year! ||I have attached some pics so people actually believe this happened as you can see she this is a very genuine review You can even see lights on the wall thermostat when my freshly proposed fiancée took a pic of me fully clothed in bed at 1am on our engagement night!||Staff apart from Janice 10/10|Facilities 10/10|location and setting 10/10|Price 10/10|Managements ability to deal with dissatisfied...

Hello,

I would like to make a complaint on the experience we had at Rossharbour.

We booked our trip very last minute with two weeks to the booking, when scanning Facebook, we seen deals offered at last minute a few days off a difference, I decided to contact the team before going down to Enniskillen on two different occasions. When I phoned the girls and explained this, they were extremely unhelpful and blunt and had said there was nothing we could do about this even though we had only booked a few short days in advance.

When we arrived down, we were greeted by the reception team, two women and their customer service was initially not great. We had a booking for 4pm and we did not get into our pod room in tier two until 4.35pm and had to wait in the bar aera.

My partner had asked the reception team where our pod was located out of curiosity which we were told it was overlooking the car park out in the open with views that people in the bar could also see us when we were sitting in our swimwear, this was extremely awkward for us with no privacy. My partner and I understood we were not booking the private hot tub section however we did not know that it would have access for the bar to see us or people who parked in the carpark, it was open and extremely not appealling understand.

My partner asked if there was a possibility if we could upgrade because of this openness which was making us feel uncomfortable he was spoken to very rudely by one of the reception staff team and was told bluntly "no there is nothing left" when my partner questioned this further he was dismissed from the conversations with just a"no nothing" with no empathy or understanding.

Later that evening we did not realise you could not order in local food (which we have done in previous years when rossharbour had first opened) when we realised this, we rang over to reception at 6pm to ask could we get a booking for food. The reception team again was then rude on the phone to me and she had sighed on the phone and said "it's very short notice and there is only an availability right now or at 8.30pm." We then took the 8.30pm booking, which was not a problem for us, but we did not need the attitude for wanting to spend money in the rossharbour complex.

Finally, the morning after we were in a bit of a rush due to my partner feeling ill I personally had went over to reception to ask if there a was possibility of an extension on to the room for a late check out at 10.25am again I was spoke rudely by one of the reception staff with a firm "no we can't" I was left feeling confused, and has asked why and was explained that there was no room to possibily do this.

Me and partner felt extremely annoyed with this experience after spending £160 on this service and were greeted with rudeness,a bad attitude and lack of customer service. We had no privacy and could see straight into the bar as an example I have attached a photo. We will be telling people about this experience and will probably will not return to here because of how we are treated and with no flexibility or consideration after paying money for this service. We will feel very disappointed.

I do want to say thank you for the bar staff and waiting staff who were extremely kind too us and had great customer service in the afternoon and evening in particular the young woman and man who was on shift all day and night. In addition the room was comfortable and tidy.

I hope this email finds you well, I look forward to hearing from...