Booked through Blackpool Promotions.Drove down from Kirkcaldy(Fife)First off all it was advertised there was parking at rear.One off us has a disability.Was advised that there was car parking at the sister hotel but it was a 10 minute walk.Not good when my partner has too walk with an aid off a walking stickAfter complaining the manager did offer a staff space at rear.It was a total shambles at reception as coach parties had just arrive.Two lifts in hotel in total.Two people max.Waited a very long time,Got into our room 415,nice room apart from the bird crap on the window.Shower,if you are more than the average size "forget it"cant open the shower cabinet fully.Breakfast in the morning was good,however the evening meal on the first night was not good.Wouldnt give my dogs this crap.Ministrone soup,tasted off tined tomatoes,mac and cheese baby portions,sponge and custard ,dry and watered down custard.The amount of guests that I spoke to afterword said the same thing.It took me back to school dinners to be honest.All in all I think the service the we received was rubbish.Not to mention in the caberat "POOF"At that point I just wanted to come home.Talk about being insulted.Another peron in our party had been allocated a room across from us.The first thing you noticed when you opened the door was damp.It was disgusting,carpet looked it looked it should be removed,the room didnt feel clean at all.as for a good night sleep dont go there.One morning at breakfast my partner got insulted after saying that the table clothes were filthy Crumbs and jam and god knows what.Manager came and said that,his staff work hard (no doubt about that).I commented that he upset my other half ,he did put his views forward that I accepted.However I did say to him........if you go into a restaurant,after each sitting it should be clean at least.Had lunch outside a few times as the weather was fab.Cafe was to open at 11,never happened.Dont know if it was the cook that wasnt happy but came out in a right two and eight very professional NOT .One afternoon lunch.ordered ,long waite.Well to cut a long story short,asked for a free drink as a gesture off goodwill.Haha.Dont think this hotel knows the meaning.Cant say how disappointed we have been.Would love to teach the staff some customer service skills.WILL NEVER COME HERE AGAIN
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Thank you for your feedback, which is always welcomed whether it be good or bad.
In reply to your first comment I would kindly like to point out that we do not advertise parking at the hotel and never have as we are located on the promenade and the rear car park is usually used for staff parking and deliveries only, however on this occasion I offered your partner the use of a space as he had mobility problems.
We are a very busy hotel with a maximum capacity of 180 adults and children, as was the case whilst you were here. We do our utmost to ensure that guests are checked in as efficiently as possible as many of our guests are elderly. We provide a porter service for guests that are not able to manage their own luggage. During these busy times, and especially if coaches arrive within a short period of time of each other there can be a delay whilst people are waiting for the lifts, however after the initial rush they are more than adequate for the hotel's requirements.
I dealt personally with your complaint regarding the evening meal on the day of your arrival and tasted the minestrone soup and steak pie as did my colleague on duty, after your complaint was reported to myself by the restaurant supervisor and head chef. I was shocked to find that all of your party had complained at the quality, I was further shocked at the way I was spoken to by a female member of your party who became quite nasty towards me as I didn't agree with her point. I would like to mention that of the 180 guests staying with us this weekend, we had not one complaint from any other guest and very rarely do we have any complaints as we pride ourselves on the high standards delivered 365 days of the year.
Any complaints regarding rooms were not brought to my attention during your stay, neither were they reported to a receptionist, whilst I appreciate your comments there is little I can do once a guest has departed as this leaves no chance to put faults right.
You mention that one morning you had been allocated a dirty breakfast table, the restaurant manager had made you aware at the time that there may be a slight delay whilst they re-set the table, however your party entered the restaurant and took a seat whilst the staff were still trying to clear the table.
We have a very high percentage of returning guests who leave happy and return again and again, I am sorry that you did not enjoy your stay with us and hope that this will not deter you from using Blackpool Promotions again in the future.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC