We stayed here on Saturday & Sunday 9 & 10th August. If we had left the hotel on Sunday morning we would have given a 5 star rating despite the fact that Reception was too busy telling us how fantastic our room was and passing the time of day rather than concentrating on the business side of things. He forgot to swipe my credit card allowing me to charge purchases to the room bill and only loaded our room keys with one night's stay, which ultimately lead to unwanted stress. When we arrived at our room we could tell for ourselves how great the room was and how great the views were. The hotel really does have a great feel about it and is in a great position at the front. The building itself is the USP, so a shame management isn't up to the mark.
Saturday night was very enjoyable - we decided (luckily) to eat in the Rotunda Bar. The lady who was in charge gave excellent service and the meal was very good standard.
Sunday night we booked the restaurant for 8.15 and were given a piece of bread then ignored. After 20 minutes I was getting very cold and the pages of the wine list were moving from the drafts which felt like air conditioning. I asked a member of staff if the air- conditioning could be turned down and maybe we could order. Pretty well dismissed with the coldness as told there was no air-conditioning, but someone came over and took our order. I asked about the drafts again later and was told yes the air-conditioning could be turned down. Still cold I went back to my room for a jacket but the key had expired so I had to go back to Reception get it loaded and back to my room. While I was away my wife spoke to someone about the net curtain being trapped in the window and letting a draft through but he said that was OK. Anyway the food eventually arrived - cold. It was taken away and a waitress came over to apologise and ask if we would like a drink on the house. We declined as we already had a bottle of wine. When we eventually had our meal the quality was very good. After the meal we decided to have a night cap in the Rotunda bar, but on the way outside the kitchen door my wife fell over on some oily food. Her feet were taken from her and she ended up falling on her knee but luckily she was not injured. I informed a member of staff in the Rotunda and she was very apologetic and immediately went in the kitchen to inform them. We decided to end a bad night and retire! Definitely the worst dining experience ever!
Breakfast wasn't much better! We did get a table straight away but I had to chase after 20 minutes for a breakfast order to be taken. Another 20 minutes later our breakfast arrived, but alas the wrong ones! The table next to us noticed that they had just been given the wrong breakfasts and realised we had theirs so they were swopped over but mine was correct but my wife's not! The staff were embarrassed and took mine away until my wife's breakfast was ready. When they arrived mine was cold. I gave up the will to live.
When I checked out the receptionist didn't ask "Was everything fine with your stay?" Well that didn't surprise me!
The reason for a 1 star rating is that no matter how good a building is the management have a moral responsibility to make sure their paying customers have a good experience irrespective of the amount they pay. The staff were pleasant and polite but too many were unable to get to grips with the meaning of customer service. Many staff in the summer may be seasonal so it is even more important for a manager to be around. Apart from one extremely good lady working in the Rotunda Bar on Saturday management seemed to be non- existent. It almost seemed as if there were too many staff sometimes not really knowing what to do. This review reads like a comedy script , but I can assure everyone if anything I have underplayed the series of events. We are in hotels on average for 60 days a year and this is the first time we have placed a negative review.
It will surprise me if management take this review on board because they have so many 5 star reviews the other unfortunate customers don't really matter.
- Official Description (provided by the hotel):
- The Midland is a beautiful Lancashire hotel that curves gracefully along the North West coast of Morecambe Bay. The Midland is an hotel with history and internationally renowned art deco building. Restored for the 21st century to become renowned as a modern day masterpiece and iconic architectural edifice that showcases the elegance of classic Art Deco design. Designed by Oliver Hill with interior decoration by Eric Gill, the hotel has a rich heritage. ... more less
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- Also Known As:
- The Midland Hotel Morecambe
- Midland Hotel Morecambe