What should have been a lovely weekend was spoilt by some really poor customer service, which was a shame really as I was pleasantly surprised by the quality of the dinner there.
The first incident was dinner. When we arrived to check in I was informed that we were staying full board however, when my family and I came down for dinner we were that that there was a dress code and that jeans were not allowed. Whilst I have no issue with there being a dress code, I do take objection about the fact that at no time prior to coming own for dinner that evening, did anyone bother to tell us that there was one. I have even checked the letter originally sent by the hotel confirming the original booking and, nothing.
You would have thought that, being the only hotel on a remote island, they would have thought to advise people in advance so that they could have the opportunity to pack something before getting on the boat... Apparently not and unfortunately for us we had innocently packed for an outdoor holiday.
The lady greeting us in the restaurant was as nice as she could be under the circumstances (it was not her fault) and put us in a corner for the first night, but advised that there was nothing she could do for the remainder of our stay, so we had to cancel dinner the following night and go b&b only. It was not a great start to what was supposed to have been a relaxing weekend and could have been completely avoided had somebody thought to inform us in advance of the dress code for dinner.
To cap it off, when we left the hotel to return home, they then called my wife to advise that I had not paid the bill on check out and that the invoice was outstanding. This was simply not true and when I rang up later that evening I advised that I had the invoice and receipt to prove it. Somewhat reluctantly the lady I spoke to took my word and said that she would check their records.
Did they get back to me to tell me all was resolved? Of course not, and, quite frankly, its probably quite silly of me to have expected such a common courtesy having just been accused of running off without paying the bill.
To add insult to injury, when I followed up by email to ask what was going on attaching the proof of payment they still could not be bothered to reply and let me know all was resolved. When I called them again (glutton for punishment I know) a couple of days later I was told by the receptionist that they had received my email; my complaint had been passed to management; and it appeared that my invoice had been mixed up with that of another guest. I was told I would get a response, but still, some 14 days later, nothing.
Not good and I certainly wouldn't recommend - I suppose though, being the only hotel on the island, they feel they don't have to worry about keeping their guests happy, where else are they going to go?
- Official Description (provided by the hotel):
- As the gentle chugging of a tractor heralds the arrival of your luggage, you know The White House Hotel is special. After all, how many hotels can boast a Britain in Bloom Gold Award-winning island as their garden, a harbour-side setting and such spectacular sea views? Tradition is cherished at this unique hotel to which many families have been coming for three generations. You'll find a variety of delightful bedrooms, where you won't find televisions, clocks or telephones, as somehow they don't seem appropriate on Herm. You will find world class cuisine in the 2 rosette Conservatory Restaurant, and exceptional service from our friendly team. The Four Star White House Hotel was the first business in the Channel Islands to achieve WorldHost Customer service status in 2012. All of the Hotel bedrooms and bathrooms have been upgraded over the past couple of years ... more less
- Reservation Options:
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- Also Known As:
- The White House Hotel Herm, Channel Islands