Travelled to the Clayton for mid-term break with family - 3N B&B + 1 D. Had actually turned down the chance to stay in a very reputable Galway City hotel at Corporate Rate based on the reviews here.
Check-In was friendly and pleasant and we were quickly assigned a good sized family room on 2nd Level facing the dual carraigeway - Noise isn't really a problem for us sleeping. Discovered that the cot I had requested when making the booking was not present. Rang Reception at 4pm and was told cot would be delivered to the room. Decided to bring Kids for swim to nice leisure area and headed for the bar for something to eat. On returning to the room after 8:30pm, the cot had still not arrived and went down to reception and asked. Eventually, the cot arrived at 9:30pm.
On entering the bar on the first evening, we seated ourselves and a member of staff brought us some menus. The kids were hungry and tired following the journey so we were anxious to get them fed. A pleasant member of staff took our order and we sat back with a drink in anticipation. Unfortunately it seems that our order was either lost or not rang in as people who had entered and ordered after us were receiving their food. As the kids were getting impatient now, and the member of staff who took the order was nowhere to be seen, we called another member to check on our order. This girl returned to tell us that our order was on the way. We waited 50 mins for the food to be delivered to the table and after reappearing the staff member who originally took our order never looked in or direction or acknowledged us. No apologies - nothing. We put it down to a one off and said nothing.
On our last evening myself and my wife decided we would feed the kids early in the bar and ship them off to the great Kids Club allowing us to enjoy our dinner in the restaurant. On ordering food for the kids, my wife also ordered a cappucino. The kids food arrived promptly and we got busy feeding them. Once again it seemed like the coffee had been forgotten and after 20-25 mins my wife decided she no longer wanted it. We hadn't complained as that is not really our way. My wife works in the restaurant industry and believes in the principles of attention to detail. Once again the staff member who took the order reappeared as we asked for the bill and we promptly received the bill and the 30 min cappucino. My wife explained that she didn't want it now and would not be paying for it.
Later that evening while having dinner, we were approached by a very nice gentleman who was the Bistro Manager in the bar. He had heard of our incidents and apologised profusely for the standards not being met. He very generously paid for a bottle of wine for our dinner and invited us to have lunch on check-out the next day in the bar. I must say that his efforts were extremely genuine to rectify the situation and we really appreciated it. It was just a pity that the rest of the staff did not come up to his high standards.
Overall I was impressed with the hotel as a whole but the attention to detail and service of the staff did not live up to my expectations which are not excessively high. When you travel with small children, this can be stressful enough on its own so having to deal with the type of situations above.
- Official Description (provided by the hotel):
- Contemporary 4 star hotel with leisure facilities, free car parking and broadband. Located opposite the race course in close proximity to Galway City & just 2 km from Galway Airport. ... more less
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- Also Known As:
- Clayton Hotel Ballybrit