City Hotel Derry — Hotel in Ireland

I sent an email about this almost 2 weeks ago and was told someone would get back to me within 2 days. I did a follow up email last week as I was without response. I haven’t received a reply from that either.

I was very disappointment with my recent stay at your hotel on February 14th. My pregnant fiancée and I had booked a last-minute room for a relaxing getaway, but unfortunately, our experience fell short of our expectations.

Upon arrival, we found our room to be freezing cold, with non-functional power sockets. Although your staff promptly resolved the issue within 30 minutes, the heating system remained inoperable, and we had to rely on a large blow heater supplied with the room to warm the room. However, the main window let in significant cold air, making it impossible to maintain a comfortable temperature. We had to stay with our coats on for the first hour as the room was so cold.

Furthermore, the bathroom was not clean, with visible black watermarks on the walls, mold on the tiles and extractor fan was not working. On a positive note, our room service dinner was excellent, and your front-of-house staff provided outstanding service throughout our stay.

However, we encountered another issue when we discovered that our double room was actually a twin room with beds pushed together. This made it impossible for us to sleep comfortably together, and my fiancée had to sleep in one bed while I slept in the other.

During the night the heater had to be left on to keep the room warm. It was very noisy and made it difficult to sleep. We ended up switching it off and woke up early as it was so cold and had it switch it back on.

With that going on plus the bed situation then our relaxing night away wasn’t exactly the night we expected.

The following morning, our breakfast arrived at our room cold, and we were unable to enjoy the hot meal. We had arranged for a late checkout at 2 pm, but unfortunately, room service disturbed my fiancée twice by coming into the room, once at 11:30 am and again an hour later, despite her needing rest. There was no "do not disturb" sign available to hang on the door. Both times she had just got to sleep and was awoken by your staff.

In light of these issues, our stay at your hotel was extremely disappointing. I had previously considered booking another hotel for that night, but they had informed me that they would need to push two single beds together to accommodate us. I declined their offer, knowing that it would not provide the comfort we needed. If I had known that your hotel also did not have a genuine double room, I would not have chosen to...

The best thing about this hotel is where it is located within walking distance of the city centre. We had booked for two nights and on arrival the hotel car park was full we had to park in the shopping centre car park at a cost of £12 overnight. We got parking in the hotel car park the second night. The room was spacious but dark and dusty the cup's and saucers on the tray were dirty. The evening meal was terrible the soup was lukewarm and the chicken was like rubber and couldn't eat it and the stake was tough. I said to the waiter about the chicken he just lifted the plates and walked off, I also said to the girl at the till when I went to pay for the steak supplement and our drinks, she said I should have sent it back but still charged for the extras. We went into the lobby there was a band playing and a lot of waiters walking about but we sat age's before anyone came near us to take an order for drinks. There doesn't seem to be any management overseeing what the floor staff are doing or not doing such as clearing empty glasses and bottles off the table. We had breakfast both mornings which was horrendous it's self service even though a lot of waitresses walking about not paying attention to what is missing from the breakfast area. We had to ask for orange juice as the jugs were sitting empty, the cereal bowls were all gritty ( half washed ) and had to pick through them to get clean one's. Then had to ask for bacon,sausage and beans and a queue of people waiting. The second morning was no better even had to ask for plates and bacon, eggs and bread for toast. We decided to have food from the bar menu the second evening after a long wait a waiter came and took our ordered. The drinks and cutlery were left on the table and we waited for ages for the food then could only eat the baguette and chips as the steak in the sandwich was so tough to be told by a waiter that is what the steak is like as its overcooked. The music in the lobby both nights was brilliant and the cobwebs on the curtains above the band and at the top of the door were dancing to the music. We were told when checking out that there will be big change they are doing a big renovation. We honestly don't know how this is classed as a...

My wife booked a nights stay for my birthday, we arrived to be told that they are undergoing renovations ( they are being purchased by Hilton group) we weren't told this at time of booking. Staff told us they put us in the newly refurbished section which going by the pictures they have online is a downgrade. The hallways are grubby already and look to be threw up in a hurry, terrible finishing. Our room was beside a service column which they have clearly cheaped out on sound insulation as I was awakened 3 times in the night by the sound of gushing water from pipes. Then at 3:40 in the morning due to a ruckus across the hall from us, a staff member OPENED OUR DOOR! Then quickly closed it on realisation that it was the wrong room I jumped up and looked through the already scratched peep hole to see and hear shouting and screaming in the hallway and 10 mins later the police, this continued for another 25 mins. Fully awake at this point. ||The previous night due to a function in the restaurant we tried to get a table from the staff at the bar but were unable to due to the vast number of people so we headed back to the room to call and make a reservation, no phone in the room, had to call reception on my phone to be put through to restaurant who didn't pick up after 2 full minutes ringing. Gave up at this point. The breakfast was good and the only reason this place is getting a 1 out of 5 and not 0. Upon check out told staff we were not satisfied with our stay explaining all of the above, requested some form of compensation, was told "its out of our control, im sorry theres nothing we could have done" offered a room upgrade on our next stay, said we wouldn't be back so staff told me they'd pass my email onto operations manager and that they'd contact me. This was a week ago and no contact. Id avoid this...