My wife and I stayed at this hotel on the 12/04/2014 into the 13/04/2014 for a family wedding. We were joined by our friends who had another apartment booked.
On first glance the hotel looks modern and clean. My wife and I however were booked in for the apartments across the road from the hotel.
We were told that we could check in anytime after 3pm - This is where our issues began.
We had apartment 701 and the couple we were travelling with had apartment 707.
Our room was "ready" and the other couple was still being cleaned so we offered them to stay in our room until it their room was available.
This was not ready until 3.45pm.
We were getting ready to leave the apartment to attend the wedding at 5pm and already on a tight schedule we attempted to have showers. We quickly realised that there was NO HOT WATER.
I contacted the reception who told me initially that someone would be over in 2 minutes to check the boiler.
15 minutes goes past and there is no sign of anyone.
On contacting reception again I was advised that "the maintenance guy is dealing with another pressing issue on the first floor." After a bit of persuasion the RECEIPTIONIST attends my room and proceeds to check and play about with the boiler for the best part of 20 minutes.
When I asked why he was trying to fix it he stated that there is no service engineers on over the weekend. (This then begs the question: Who was dealing with the pressing issue on the first floor?)
The guy did not fix the problem but assured us it would be fixed for us returning later that evening.
That never happened.
When we returned there was still no hot water and funnily enough no hot water in the morning.
On top of this the apartment itself was very grubby: there was an iron mark on the carpet next to the bed, the paint was faded, the sink in the bathroom had a huge crack in it which appeared to have been filled in but was clearly still visible.
As we never had the most basic amenity expected in a hotel/apartment of hot water I asked to complain to a manager and was met with "Richard."
He was a fairly pleasant chap however he seemed to be as much use as a chocolate teapot. At this point I had checked out and was ready to leave for the airport and he then offered me the use of a shower facility. This was literally as I was about to walk out the door and clearly far too late.
At no point the night before was this offered to us or even an exchange of room offered to us.
Richard stated he was unable to deal with the complaint adequately at that time as he needed to speak to the general manager and took my contact telephone number and I was assured I would be contacted within 24 hours.
Needless to say this has not happened.
I allowed the Malone Lodge the whole of Monday the 14/04/2014 to contact me and nothing. I then phoned them 3 times on Tuesday the 15/04/2014 and never received a phone call as the manager was busy then later out for the day and I was assured I would get a call around 5pm. (Again this didn't materialise)
I re-contacted them on the Wednesday 16/04/2014 at 1010am and was told that I would be called back this time with another manager who was "dealing with the complaint." At the time of writing this at 1205 on the 16th I still have had no correspondence from the management of the hotel.
The service from this establishment is absolutely deplorable and clearly they have no interest in repeat business.
- Official Description (provided by the hotel):
- Discover tranquility and a welcoming Irish Hospitality at the award winning Malone Lodge Hotel, Apartments & Suites which is situated in the peaceful, leafy suburbs of the Queen's Quarter of South Belfast, just minutes from the city centre. The four-star Malone Lodge is one of Belfast's finest boutique townhouse hotel. Our newly refurbished Knife & Fork Grill restaurant can accommodate up to 80 guests and was ranked in the top 5 steak houses in Belfast recently. ... more less
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- Also Known As:
- Malone Lodge Hotel And Apartments
- Malone Hotel Belfast
- Malone Hotel Apartments