We arrived Saturday night for my Company work's party and as a perk were able to stay at the hotel that night. On arrival, we could not find a car park space, even in the 2 sister hotels next door. We checked into the hotel absolutely fine, no problems at all. But when unpacking our belongings, we opened the wardrobe to hang our clothes up & found 2 suitcases in there opened. Obviously shocked someone else was clearly staying in this room, we phoned reception to explain & were told to go back down. I was so worried another guest would do this to us & walk into our room which the receptionist did not really grasp - she just kept saying she was sorry and then rushed us off. She assured us that was the only card for the room. Still not very happy or confident in the hotel, we went to the next room they gave us joking the same thing couldn't happen again - little did we know it would!! As soon as we opened the door, we found make up & jewellery on the desk table, clothes on the chair & other belongings scattered across the room. This made us fuming!! We have both worked in hotels before & have never received service like this or had it happen where we work. We asked immediately for the General Manager who apologised a lot, saying it has never happened before & the people responsible would be dealt with (basically the girls who gave us the wrong cards). He kept talking over us and did not understand the severity of what had happened & i certainly was not confident at all about staying there!! For all he knew we could have taken their belongings! Our choice was to either cancel the room (having to travel home, get ready & then catch taxi's to the party) or to have a complimentary drink. We had reasons for staying there to make our night easier & more enjoyable but it started off horribly. We ended up getting upgraded to a larger room and having 2 complimentary drinks but this still did not make up for it. My partner then bought a drink from the bar when at the party & was short-changed & we found wire in our food what looked like from a scour. We told the restaurant manager Romeo who went straight to the kitchen but we never heard an outcome or apology. The room we finally stayed in was spacious and clean, a little out of date (eventhough refurbed) but for one night was fine. Really enjoyed the party with our friends & colleagues but the hotel seriously let us down, ruining our evening & we definitely will not be returning or recommending to anyone!!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
30 January 2012
Dear LJWitt, I can only re-iterate the apologies you have already received regarding the allocation of your room keys. I know you have already spent much time having the situation explained. For the benefit of the travelling community, I will once again explain. Your first allocated room had a genuine mistake in transfering the previous guests luggage which had already been packed and left out of site in the wardrobe.
Due to this incident and your obvious distress, the reception agent issuing your second programmed key was nervous and programmed the wrong room by one digit.
I will speak with Romeo reagrding the incident at dinner, the bar change my management were not aware of, apologies for this.
You did receive many apologies, and free drinks in the bar , and also with your dinner.
I must say I think your rating is unfair, although I understand your upset, the hotel and its staff in my opinion should not be rated 1 out of 5 for what was a human error and pure accident.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
