Title - good food with a side of attitude

We stayed at this hotel and dined with them for a dinner and a breakfast. Let’s start with that first as I fear it’s the only positive thing, both meals were very nice and the drinks were good too minus the merlot which had obviously been open for a while as did not taste as it should. Generally majority of staff were pleasant enough.

We would’ve mentioned the drink at the bar and happily got it replaced but we got approached by a member of staff before we could whilst trying to enjoy our evening away, about the complains we had for the room which we stayed in of which she did in front of other customers and members of staff which was grossly inappropriate and unprofessional.

The issues with the room which I made them aware of were

• leaking window which made my handbag soaking wet
• shower was either burning hot or freezing cold a bit of a pot luck
• dirty and dusty in the bathroom
• wallpaper hanging off the walls
• stains up the walls
• snug and fireplace as advertised but we’re not open
• snug door was open so we went to explore and I got told off as it was closed even though the door was wide open in the day but when I went to see if the fireplace was working or even in there as I didn’t remember the lady had a go at me.

I am still awaiting to hear back from the hotel as the barrage of accusation and rudeness from the lady made me so upset as she’d ruined our evening by being this way with us as customers so I didn’t want to continue the conversation as it was very unproductive. We told her this many times before she eventually got the hint.

We finished our drinks and went outside before we were going to bed as we were done with the evening after that experience bare in mind we had had a fab evening at the Italian restaurant just local to the hotel. She then later followed us and started talking again about the situation which we asked her to leave alone as she was being abrupt and argumentative so I walked past her and ignored her as she had already made me cry that evening. She had earlier mentioned about a refund / partial hotel refund and my partner said we would talk to her in the morning as she had upset me enough. When we went to check out in the morning there was no one there and we waited a little while before leaving the key in the key box as it says to do so.

I’ve never been treated like this in a hotel and will never recommend this hotel to anyone.

I would expect to be called or emailed or messaged regarding this complaint and the lack of professionalism by this member of staff. You have all my details through bookings and I wish to find out the resolve as I have had no refund as per the member of staffs advice.

Further to this I called to speak to them after waiting a week for a reply, Ricardo spoke to me and told me I should have used common sense and not used the windowsill- silly me using it for its purpose. And even tho Christina followed us out the hotel to continue making an issue and not resolving things she wasn’t aggressive or abrupt because he’s worked with her for 6 years she can’t be.

They offered us to switch rooms but then said there were none available and then they magically are again. But with us leaving the next morning it was easier to not pack our stuff up and move for a nights sleep and just disinfect our stuff after we left as I didn’t fancy sleeping in the car even though I suggested to my partner we go home early.

Absolutely disgusted when speaking to Ricardo, as he kept talking over me telling me I was wrong to go to different parts of the hotel without waiting at reception first. That approaching me and my partner for confrontation in front of other customers was acceptable to do while we were trying to enjoy our evening a while after the feedback was sent. When I mentioned she followed us out he didn’t seem bothered that this was intimidating behaviour. And the fact my Marc Jacobs bag is now ruined is my fault because he shouldn’t have to tell people the windows leak as it is an old building.