We stayed in the additional building at the side of the hotel for two nights on September the 9th. Although I am late posting this review I feel on reading the other reviews it is important to inform others about the service we received. On the mroning of the 10th it was extraordinarily busy and it took over one hour for the breakfast buffet to be restocked, There was absolutely no food on the table, no plates or glasses. The coffee machine had broken and staff were boiling two kettles on the bar in order to make coffees and teas. When myself, my husband and children finally sat down to eat it was 10.40am and we had been there since 9.30am. We also couldn't choose the braekfast we wanted as food came out in dribs and drabs so we settled for what we could get. Not being very happy about this service I went to see the manager to make a complaint. The man who dealt with our complaint was extremely rude suggesting that because everyone had come down to breakfast at the same time the chef was finding it difficult and that would I prefer it if the breakfast was not cooked fresh and left on the table all morning. The managements lack of empathy to our complaint left us shocked and when I stated that his comments did not explain why there was no plates, glasses for orange juice or working coffee machines he became more agressive. At this point he stated "its sunday morning we're short staffed. After alot of complaining the manager did reluctantly give us our money back for two adult breakfasts. My main issue is with how our complaint was dealt with, the attitude of the duty manager dealing with our complaint was awful, nothing was his fault and it was all down to everyone arriving at once, what did we expect?!? A simple, genuine apology with a gesture of good will was all that was necessary, however, we felt that the refund offered was to buy us off NOT to write a bad review. No doubt this man will seek to come back me as he did so that day (thus proving my point) but I hope the readers of this review can pick up on the tone and see that compassion, empathy and overall good service is seriously lacking in what can only be considered less than average hotel.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
13 January 2012
Thank you for taking the time to review your stay with us, as it is now over four months since your stay I hope you don't mind if I refresh our memories of events. Your family group arrived for breakfast just as it was finishing and being cleared. Being a parent myself and identifying the constraints and delays that do occur when travelling with young children, your breakfast order was taken without question, prepared and duly served. We are always happy to serve breakfast outside of normal times upon request or just by an advance phone call to say a guest is running late.
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Incidentally, regarding your "assumption" about the coffee machine being broken, we actually have two espresso machines and 4 filter coffee machines in the dining rooms, the kettles at the beverage station are for making freshly brewed Tea as we consider the taste superior to that of constantly simmering boilers. I hope this helps clarify our reasons for not granting a full refund on your stay, as an alternative to a negative review.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC