Visiting London for a special occasion, I was pleased to find this conveniently situated hotel. However, upon arrival we soon realised we had made a poor choice. When booking over the phone, I requested a standard double room but was promised an 'executive bedroom..a lovely room with a bath at the back of the hotel'. As I had not requested this I queried the price but was assured that it was being offered to us at the same price as the standard double. With expectations raised, imagine our disappointment on arrival to be told that the room number had been 'tippexed out by someone', and we had been placed in a standard double after all. One might consider it churlish to complain, after all, it was what I asked for originally. However, I felt somewhat aggrieved that I had been promised one thing when booking only to be told on arrival that it was no longer the case. The lady on reception,(totally unprofessional), was sympathetic but explained that she did not have the authority to change the room allocated and would have to 'speak to someone'. During this time, the phone rang. To our astonishment she picked up the receiver and said ,"Sorry I can't speak now, I've got problem customers here". Really? Apparently, in Glendevon Hotel, a 'problem customer' is someone who has the audacity to expect upon arrival what they were promised at the time of booking! So, she made the phone call and I soon found myself speaking to an aggressive young man who offered me the room I had been promised (i.e. executive bedroom) for the small extra premium of £5. By now, finding myself quite unexpectedly immersed in a Fawlty Towers parallel universe, I repeated my request which was simply to be given what I had been promised at the time of booking. " A member of staff made a mistake" he asserted. Indeed. Then that is an issue for staff training, surely? Didn't he feel any obligation to give us the room we were promised , I asked. Clearly, he did not, as soon he was saying that he "..could quote all sorts of laws at [me] and would be quite within his rights...", at which point I handed the phone to my partner who told him to stop threatening his wife, before putting the phone down.
The phone rang almost immediately. He was coming over to speak with us face to face. He would only be 5 minutes.
We were ushered into a shabby, tired breakfast room, where we waited. During this time we reflected on our situation and the fact that just down the road our friends were waiting for us to help celebrate a special occasion. Believing it most unlikey that we would have any deposit returned to us, we decided to take the room on offer.
Needless to say he did not arrive anyway within 5 minutes.
The room itself, a standard double at the back of the house, was tiny and cramped. Cheap furnishings did nothing to improve its appeal. The en suite 'pod' was comical in its dimensions. Our phone rang. We ignored it. 10 minutes later there was a knock at the door, and there stood the young man who had been so charming on the telephone. Was everything ok now? Were we happy with the room?
I could go on, but really all you have to do is read the other reviews on this web site, most of whcih echo our experience and sentiments. Being fortunate enough to possess a sense of humour and an appreciation of the ridiculous,we found plenty to amuse ourselves during the rest of our stay.
We read with great interest and amusement the replies posted by the hotel owners to other negative reviews. Their rudeness and contempt for their customers is clearly evident both in their replies and in the way they treat their customers at the hotel.
We are both seasoned visitors to hotels and B&Bs across the country. In fact , since our visit to Glendevon we have stayed at another 2 hotels, both far superior ,and yes, within the same price bracket! If the owners truly believe that the service they provide is acceptable, then they are deluded and will go out of business. Deservedly.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC