Burrendale Hotel, Country Club & Spa — Hotel in Newry, Mourne and Down District Council

I booked a room over the phone on Monday, I arrived on Friday to check in. Reception said they had no record of my booking. I was told that I would have been sent a confirmation email. I explained I was not asked for an email. Again I was told by the gentleman at the desk I would have had to have received confirmation email. I again replied I was never asked for an email. I then explained that I have the record of the day and time of the phone call on my phone, and that's when I booked the room. I then asked what's the name of the person on duty and I confirmed that person took my phone call. The gentleman however kept insisting that I couldn't have booked the room because they would have sent me a confirmation email. I then had to explain over and over that I remember clearly booking the room and speaking to the person over the phone and being told everything was in order. I then explained I have nowhere else to stay and it is a busy weekend so they need to honour my booking. The gentleman then became quite hostile and dismissive, and told me to sit down while he got the manager. It was clear to me that he was not accepting my explanation at all. The manager was not available as I waited 15 minutes. Eventually I had to leave for an appointment. I left my phone number for the manager to contact me. About 30 mins later the manager rang me. I politely explained my situation in fairness she did suggest trying to free up a room that was unavailable due to maintenance. However she kept pointing out that their policy was to send a confirmation email and that she couldn't see how I could have booked the room, again not accepting my explanation and assurance that I clearly remember booking the room. I also pointed out that her staff member at the desk was quite hostile to me. I also suggested if the mistake was made by their staff member when I booked the room by not following their procedure that was hardly my fault. The response was a further explanation that it was their policy to send a confirmation email and she couldn't see how I could have booked the room. Later I rang and cancelled the room having found somewhere else to stay. The reason for this was the stress and upset caused to me, and the awkwardness of having to go back there and face that same person at the front desk again. The whole thing was so badly handled I will...

So we had dinner in the burrendale on New Year's Day, food was good, staff is very friendly, but you can tell that the staff had very little or no experience at all. The Burrndale really needs to look into the service that they are giving, When you go to a nice hotel and or restaurant and you are spending money, you are spending money on the service as well. The only waiter that gave first class service was a gentleman from Greece, hands down the best service I've seen around for a very long time, but unfortunately he can't provide the service that you need by himself for the entire restaurant. Every time we had ordered drinks, we had to wait a very long time and ask for our drinks because communication wasn't there. Either the bar took a very long time just to pour a couple of shots or the waiters and supervisors weren't looking into what dockets are going towards the bar and vice versa. During our whole meal we didn't know who our waiter was, we were served by 4 different waiters, taking our food orders and drink orders which we found completely unorganized and unprofessional. And on top of everything at the end of our meal, we ordered another round of drinks which came late and the waiter Daniel comes around, sets the dirty tray with drinks on the table right beside me while I'm still eating and says to everyone, "I'll just let you all sort this out and take your own drinks". Now tell me, is that hotel service or is that even service? I'd get better service at any Italian trattoria in the world. Burrndale, you really need to look at your service, it's very horrible and unfortunately we won't be coming back anytime soon. Good luck to...

Can honestly say stayed in some amount hotels but the this hotel is right up the top of the list. From check in to check out staff and mean them all are first class. Polite, friendly,amazing at there job. ||The room we got was spotless the girls who clean the room did awesome job. The view was amazing and the weather was warm and great seating on the balcony over looking the mournes. ||Got room service just snack sandwich and also breakfast to the room as well. Didnt have to wait long and was really tasty. Breakfast for champions. ||Now the dinner we paid to get dinner included in the room rate. So had of residents menu. Got thai spring rolls, pork belly bites. Wow they where great both enjoyed them. Here is the thing i give up years ago eating steaks always like my chicken. Been to steak houses and still cant cook steak to chewy or tough. So decided to have the 10oz 28 day mature steak with peppercorn sauce and bloody hell glad i did. There chefs know how to cook a steak. It was like cutting threw butter and very little chewing needed. It was one great steak. Peppercorn sauce just right not to hot in spice. Onion ring, mushroom, triple cooked steaks great. ||Would recommend there steak highly. All in all amazing stay and cant thank staff enough for making it one to remember. Be bsck...