After my partner booked this via 'Groupon' we were quite excited, as it was a little romantic getaway for us both before i go to serve in afghanistan for 6 months. I can't say we were welcomed by Neil, as we stood at the reception for about 5 minutes while he wandered around talking on the phone, and when he finally acknowledged us there was no apology. He showed us to our room, and that was it. there was no mention of the wine that was in the offer, or any places to eat etc, we felt a bit lost really but just did out own thing.
we later sat in the lounge area, when an older couple came to check in. they were greated lovely by neil, spoken to in a polite manner, and offered tea and coffee. They were then taken to there room, before they all returned to the lounge area,where Neil chatted to them, and they had tea/coffe and cake brought in for them. We were sat there, and were still not offered anything so left the lounge.
the breakfast was ok for me, cereal/fruit/toast, however, i feel £5 for the cooked breakfast is quite extreme when you only get 1 sausage, 1 bacon, 2 eggs, i tomato, and some tinned mushrooms, my partner was not impressed with no beans, and was still hungry afterwards.
there is no smoking at all at the hotel, not even a smoking area. My partner uses a electric cigerette, which is just vapour, and was using it when we were in the lounge, Neil saw him with it, walked in, said sorry 'no smoking' quite rudely. when we explained what it was he just walked off with no apology. we witnessed him been quite rude to another couple at breakfast when they asked for there eggs to be cooked a bit longer, he asked why, then took the plate away and huffed.
i feel disappointed as we loved Torquay itself, but we didnt feel welcome at the hotel at all. we are both in the military, and travel alot, so stay in a lot of places. we dont expect alot, but manners and politeness dont cost anything, yet were severely lacking here. we wouldnt return. If you are an older couple/family, then i believe you will probably be looked after by neil and sally, however we were only really looked after by sally, who we only saw at breakfast but seemed helpful. I feel the way we were treat let down our stay overall, which is a shame because the hotel itself was ok, basic, but nice and clean. (I only know there names from reading other reviews)
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
5 April 2012
Thanks for your review - even if I do sound like Basil Fawltey! I apologise if you felt neglected and felt I was rude to you. You were amongst the first guests from the Groupon offer and we were still struggling to deal with hundreds of phone calls from 7.00 in the morning till 10 at night, trying to find dates for everyone. As an old fogey I had never seen an electronic cigarette and mistook it for the real thing. And I must have missed offering the wine - I do apologise for the oversight.
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We offered the tea and cake to a couple who had just walked 10 miles from Shaldon, but it is not part of the Groupon offer.
At breakfast, the cooked meal is one each of sausage, bacon, hash brown, a choice of cooked eggs, freshly cooked mushrooms (we have never used tinned mushrooms, and never will). Beans are cooked upon request. After cereal, fruit juice, fresh fruit, yogurt, tea and toast, most of our guests are satisfied. Another guest asked for his eggs to be cooked a little more which I did and asked if he was satisfied. I don't believe I huffed!
When we are less pressed with phone calls we are more than happy to offer local information and recommendations of restaurants and attractions. All the vouchers have now been sold and rooms booked, so we now have more time to look after our guests.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC