I was at the hotel on business. Got into the room OK with the key card on arrival, then left the room to go down to reception to ask for directions for the next day. So far so good, then when I returned to the room the key card wouldn't let me in. I returned downstairs, where the receptionist told me that it was my own fault for having a mobile phone, which must have deactivated the card. She gave me a replacement. That didn't work either. My room was on the second floor, at the end of a long corridor. I went downstairs AGAIN and asked for yet another replacement and for a member of staff to come upstairs with me. The excuse was "sorry, we're always having trouble with these cards".
If the key cards don't work properly, why is the hotel using them?
Next morning I went for breakfast and on returning to my room discovered - quelle surprise! - that the card wouldn't let me in. I went down to reception (this was becoming a familiar pattern), was yet again told by the same surly receptionist that it was my own fault for having a mobile phone which had in fact been nowhere near the key card, and given a replacement. Back up to the room and....you guessed it..... the card wouldn't let me in.
I was really annoyed by this time; I had a meeting to go to and all the messing about was making me late. I told the receptionist that I wanted to make a formal complaint; she said, "I'll give you an e-mail address". I told her that I wanted to speak to the hotel manager, but ended up with one of the duty managers who told me "sorry, we've had no end of trouble with the key cards etc etc".
I demanded that one of the staff come up with me to let me in using a pass key, to which they grudgingly agreed after leaving me waiting at reception at their convenience.
Quite honestly, the service was rubbish. I'd never stay here again and I'll be advising the travel bookers used by my organisation never to book anybody else into this hotel. Why would anybody stay at any hotel that can't even give you a reliable means of getting into your room? I had to go back to reception FIVE TIMES! It's fundamental.
The rooms were nice, but the incompetence of the staff ruined the hotel for me. That and that fact that when I went for breakfast there was no orange juice left and nobody to ask for more!
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- Also Known As:
- Ramada Encore Belfast City Centre Hotel Belfast