We have often read reviews of hotels and thought people reviewing have been a little harsh or have very high expectations. We recently stayed at this excellent hotel and experienced very bad service in the bar. I sent the following e-mail to the manager and they did not have the courteousy to reply to it.
As a fellow manager in a business serving the public, I thought it important to give you some feedback on our stay last Saturday.
Firstly the initial impressions of the common areas and our welcome from the reception staff were excellent, the manor in which we were shown our room and the room itself were also excellent.
We decided to have a bite to eat in the bar and were served by a young gent who was quite nervous, aggitated, lacked awareness and was hard to understand.
We were seated behind a tv that had the volume turned off which was fine until just before our food arrived (approx 45 mins later) when the waiter turned the volume up quite high.
I asked to be moved and was told that it would not be possible as the empty tables were reserved for expected guests. I then asked to cancel the food and was told it was on its way. Not wanting to create a scene I just accepted this ( I was also hungry and it was the first Saturday off work this year so hassle was the last thing on the agenda). My food was very greasy, but as mentioned earlier I was very hungry so I just ate it as quick as possible to get away from the loud tv as soon as possible.
I went to the bar counter to pay as our waiter was unaware we had finished. I voiced my concerns to the man behind the bar, he said he was sorry but there was nothing he could do about it.
I went to reception after to collect my car keys and I informed them I was unhappy with the service and food in the bar, they apologized on behalf of the staff in the bar.
We were planning to dine in the hotel restaurant that evening but changed our plans based on our earlier experience.
We ordered ice to the room and the lady who delivered it was one the most courteous and polite people I've ever encountered.
When we returned from our meal we decided to give the bar a second chance and have a drink before we retired to our room, we were served by another young man who was inexperienced and had to be helped by an older man who stepped in when he saw him struggling.
We received great value and service from all with exception to the bar staff where we feel heavily short changed.
I really believe our stay would have been outstanding had we avoided the bar and would like to say thanks to all the other staff that made everything else very enjoyable.( including Sheila Marie who was very informative and helpful when making the booking).
Do stay here, it is very nice, avoid the bar at all costs and don't expect the manager to acknowledge any shortfalls and you won't be disappointed
- Official Description (provided by the hotel):
- The Five Star Killarney Park Hotel, a Leading Hotel of the World is wonderfully situated in the picturesque town of Killarney - Ireland's premier tourist destination - celebrated throughout the world for its magnificent scenery, attractions and welcoming people. Reflecting its town centre location, the only 5* hotel in Killarney Town Centre offers guests the ultimate in luxury, in comfortable yet contemporary surroundings, whilst at all times offering flawless service and "Warmth Beyond the Smile". With 67 bedrooms and suites, a full service Spa offering Elemis Treatments together with our exclusive BIOTEC Facial & Health & Fitness Suite, the Park Restaurant, Garden Bar and our welcoming Garden Terrace in addition to the attractions, Killarney National Park, world class golf courses available in Kerry, the Killarney Park Hotel is your natural choice for a pleasant, luxurious and relaxing stay. Complimentary Car Parking and Free WiFi for all guests. ... more less
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