I will start this review by saying the previous weekend we stayed as a family at the Premier Inn in Putney, London and the stay there was faultless, clean rooms, fantastic breakfast and best of all smiling and genuinley pleasant happy to help staff.
Hotel Du Vin really should take time to look at something that was once great but is now very mediocre. Maybe there Directors and Managers should take a visit to a Premier inn?
We have stayed at Hotel Du Vin on a number of occasions before and after a visit to Bristol about 3 years ago we said we wouldnt bother again.
We arrived at 4pm on the Friday afternoon for a weekend stay. Check in was great, efficient friendly no problems at all and valet parking.
The room was what we expected, not large but not small, really what you would expect from a chain hotel, the bathroom was also no bigger or smaller than any normal hotel bathroom. Room decor was nice and the room was spotlessly clean. We made ourselves comfy and settled in before heading down to the bar for a drink and some dinner.
HDV bars are always fantastic places, quite pricey but worth it. Service here was great and we were greeted by the Restaurant manager and given menus etc and showed to our table.
The Friday evening meal was of a very good standard and the service fantastic. A most enjoyable evening - Thank you!
Saturday unfortunately was a bit of a different story.....The room was uncomfortably hot! We coulnt turn of the heated rail in bathroom and the aircon was far too noisy to sleep with...never mind we'll just keep the windows open, to be woken at 5am by the Seagulls...obviously not the fault of the hotel...by why always so hot everywhere?? Ok, so a poor nights sleep, its ok we have breakfast now.
When we arrived at breakfast we ordered a pot of tea and helped ourselves to cereal from the buffet, 10 minutes later we were still waiting on the tea so we politely asked again. I could tell that the breakfast waitress was not too happy about his second request but at last the tea did arrive. We had been at breakfast for about 25 minutes and were on a tight schedule for the day. Our Cooked order had still not been taken so I approached the waitress and said we were on a tight schedule so could we please order some breakfast. She said that she was busy and would get to us when she could. Our friends requested to order their breakfast 10 minutes later and was greeted with the same rude surly attitude. Sorry but that was it! We were staying in a 'Luxury' Hotel and paying a 'Luxury' price for the priviledge. Although the breakfast was good the service was terrible and the rudeness of the waitress I'm sorry to say was totally unacceptable!!!
Following breakfast I approached reception as I needed to fetch some things from my car. The girl on reception asked if I needed to use the car, I said no I just needed to get some things from it. This didnt seem to go down to well with her and unless I was using the car it would be a difficult process to retrieve anything from it....I was more than happy to walk to wherever it was parked and retrieve the things I needed myself, but she said it was difficult....It was clearly an inconvenience for her and she wasnt too friendly or happy to oblige. I explained we were off boating for the day and needed the items from my car. Eventually a young girl walked me across to the car park, I will add though that this girl was great and an assett to the Hotel.
We arrived back to the hotel at about 6pm after a very tiring day at sea. There was nobody in reception to give us our room key we waited about 5 minutes and still nobody arrived we toyed with the idea of actually telephoning the hotel to hopefully get somebody to attend reception. Finally I gave up and went behind myself to retrieve my room key.
We got our room, remember it 6pm and there were still Breakfast trays in the corridors with half eaten food all over them....Lets be honest, this is not very good, and not expected in a luxury hotel.
That evening we decided to eat elsewhere and got back to the hotel about 11pm ready for a good nights sleep...no chance! woken at 5am by continous water running through the pipes and music noise from another room. I will admit to being a relitively light sleeper but not excessively so.
Breakfast was slightly better than the previous day, the staff were certainly more friendly but the breakfast room seemed very understaffed causing long delays. Everytime we needed to order anything it was us who had to request service, whether it was to order tea, cooked breakfast anything....surely I shouldnt have to do this..after all, Luxury Hotel, Luxury prices, Luxury Service???? I also asked for a Yoghurt but was informed they had run out of yoghurt...Really? Our friends asked for a Latte...sorry the machine isnt working...Really? Can we have some more fruit....this just didnt turn up!
Ok lets check out and get on the road. We checked our bill and had been overcharged by £30 for 2 persons breakfasts that were included in our room rate and charged us for a bottle of Champagne rather than Chardonnay...this was however all corrected at the time of checkout.
Overall a poor experience for what should have been a fantastic weekend.
I will add that if you read my previous reviews you will see that I am not just a 'Serial Moaner' and always leave honest reviews based on the level of service and hotel quality.
- Official Description (provided by the hotel):
- Formerly the Mansion House Hotel, situated close to Poole Quay, Hotel du Vin will open in the Summer of 2008 offering 38 bedrooms and suites, trademark bistro, bar and two meeting/dining rooms. ... more less
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- Also Known As:
- Mansion House Poole
- Hotel Du Vin Poole Dorset