I stayed at this hotel for 1 night including a week’s car parking whilst on holiday in Egypt. I had read quite a few bad reviews about this hotel concerning small rooms and poor fare in the restaurant, as well as complications regarding long delays with return shuttle transfers. However, against my better judgement I went ahead and booked the Hotel.
On arrival, check-in was adequate; the room was tiny but would suffice for one night. My girlfriend and I ate out at the nearby Braehead Centre. The following morning the shuttle to the Airport was trouble free and my worst fears were allayed.
Then the ‘Nightmare’ began!
On our return to Glasgow Airport I phoned the numbers provided to request the shuttle bus back to the hotel to collect our car. The first call went unanswered and went to voice-mail, where I left a message of our arrival. I then phoned the hotel and the receptionist replied that the bus was on its way. We stood in the cold and rain for 30 mins and our transfer never appeared. I phoned back the hotel and spoke with the same receptionist who informed me that they were very busy but assured me that our transfer bus would be with us very soon! It was a further 40 mins before our transport turned up. I complained to the driver who informed me that he was the only driver working that night and that he was covering 2 hotels. He showed me his mobile phone with over 30 unanswered calls and messages and said he was too busy to answer his phone.
On arrival at the hotel I was ‘not best pleased’ with being left in the cold & rain for over an hour and asked to speak to the manager. I pointed out to the manager (Julie Nicol) that my main concern was being left standing outside the airport for over an hour, whereas if I could have been giving a specified time on our pick-up or a return call to my mobile that the shuttle was imminent, we could have sat inside the airport with a coffee and kept warm. The manager then went on to blame the driver, then the receptionist (who scuttled away embarrassed), anybody but herself!!!
Excuse me, but does not the whole blame fall at the manager’s feet?
The manager then offered me her card and promised as a gesture of ‘goodwill’, that if I was to stay at the hotel again in the future she would offer a compensated rate.
Recently, I e-mailed the same manager to take up her offer as I was planning a 2 night trip to Glasgow. A week went by and no reply was received. I then e-mailed the sales team at the hotel two weeks ago and am still awaiting a response.
Does the Management of this Hotel care anything about ‘Customer Service’?
It seems evident they do not.
- Official Description (provided by the hotel):
- Modern Hotel located next to the River Cart in Renfrew, 2 minutes from Glasgow airport. Secure Parking for over 800 vehicles on site.All covered with security fencing ,CCTV and manned patrols. Courtesy transport to and from Glasgow Airport & Award winning "Steaks N Stuff" restaurant. Full free Wi-Fi facilities throughout the hotel bedrooms and meeting rooms.Natural Heritage site located within the grounds of the hotel and 5 minutes drive from X-scsape leisure centre & Braehead shopping Mall.Ample facilities for wedding events,private functions,meeting rooms and complimentary tickets to partner Gym. ... more less
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- Also Known As:
- Normandy Hotel Renfrew, Scotland