On the whole, it was quite a nightmare!
We were given a disabled room, without anyone ever asking us if we were OK with it. instead of having a relaxed shower, we ended up thinking we were in hospital.
Toilet overflowed every time someone flushed. anyone standing in front of it when flushing got wet. When we complained about it, the duty manager said that he checked it and it was ok. When asked if he could accompany me to the room to confirm, he said that he is not a plumber and the handy man of the hotel was occupied in other hotels.
Fire alarm went on just after 8 on Saturday morning, apparently because someone burnt a toast in the kitchen. No system or personnel from the hotel bothered to advise the guests that it was a false alarm, and it was us who had to call reception to confirm if we had to evacuate the rooms. Obviously, this is not the best welcome you get to a hotel after 4 hours of sleep!
We had coffee/tea facilities in the room, including spoiled milk tub. Though we have pictures in hand, Ms [-] answered that "My housekeeping manager informed the duty manager she had checked all rooms and all stock and that their was no issue with the milk being out of date. The manager on duty also inormed you that we would of offered you fresh milk if you had of pointed out your disliking to the milk at the time.". In actual fact, we had complained about this to the duty manager and he said that all he could do was to offer his apologies.
To summarise, the duty manager had no idea how to handle any complaints, even though they promise a 15 minute solution time-frame, and the general manager keeps on replying that case is closed without even trying to look into the problems.
On the positive points, the hotel is located very close to the Ulster Museum & other tourist attractions. The basic facilities of the room were ok: heating, the bed & tv.
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- Also Known As:
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