Our daughter was in hospital in Aberdeen to have an operation so my husband and I booked a four day stay at the Britannia in Aberdeen on line. Having driven for 11 hours from Hertfordshire, we were greeted at 10.45 by an evening receptionist who demanded payment "upfront" for the room. We had also booked breakfast at £5 pppd and I asked if I should be paying this. He said no, and that we could sort this out at breakfast. We left our cases in the room - which was next to a very noisy lift - and went to the "bar" for a drink.
We assumed (incorrectly) that we could pay for our drinks on our room. But apparently, we didn't have the right colour card! We had a PAYG card, rather than a pay on departure. The bar itself was open to the outside street so was in fact a pub with unforgiving overhead lighting and many locals - not what you would expect in a hotel. We were in the bar for the three nights we stayed. We noticed the only bar staff who was female, "nipping" outside from time to time, leaving the bar unattended, either to use her mobile or have a cigarette with the locals. My husband waited ten minutes for her to return on one occasion.
Having spent a fitful night listening to people chatting loudly outside the (noisy) lift, we went to breakfast. The food was overcooked (hard egg yolks and black pudding) totally unpaletable. Tea and coffee were on a serve yourself basis (as was the food) and both were cold and bitter. The cereal selection consisted of cornflakes and the juice selection was orange, grapefruit and water.
Whilst my husband was out trying to wring a coffee from the percolator, a "waiter" came up to me and said "are you having the continental? As I had only managed to eat half a bowl of cornflakes and half a slice of toast I said yes but was unsure why he was asking as breakfast was included at £5 ppph. My husband came back and tried unsuccessfully to eat his breakfast. We left the lot and left the restaurant. At the exist, the same waiter said he didn't realise we were both having breakfast and tried to hit us with a bill for £9 approx for my breakfast and I think about £13 for my husbands. When we challenged this, saying that we had already booked breakfast, he said "just pay anyway and sort it out when you leave!" We caused a fuss and he went to get the manager - who didn't have time to speak to us - so the breakfast was complimentary.
Luckily we were out all day at the hospital so managed to get some hot edible food. On our return, we decided to speak to a very helpful female receptionist(Sylvia) who said we were in fact booked in for breakfast and gave us another card, which was pink and was the chargecard we thought we were getting.
Next morning, we tried again. Luckily it was a Saturday and breakfast started later and the food was hotter and easier to digest. We spent some time reading the literature in the room and discovered that the Leisure Centre was free to residents. Luckily we had packed our swimmies. We went to reception to be told that that this in fact was incorrect and that as from "last week" we were expected to pay £4 pp per visit - with £1 pp to hire a towel. Needless to say we did not do this and sat on the sofas in a freezing cold reception area reading our papers. I must say I had no complaints about our room which was large and clean and was our haven after spending all day at the hospital. However it is is desperate need of refurbishment.
We were due to leave on the Monday but following our experience at "dinner" on Saturday night (see below) - we decided to leave early. On Saturday night we thought we would try dinner as the menu looked inviting. We went up to the restaurant which was empty to be seated by a young waiter whose English was not good.
The choice was 2 courses for about £12.95 and 3 courses for a bit more. We said we wanted no starter, Britannia Hamburger, Fahitas, cheese and biscuits and profiteroles. We also asked for the wine list. The waiter frowned and said "we don't have wine list, it's either red or white and it's £12." I asked for a large glass of red and a pint of lager - topped with lemonade - for my husband. Another frown. "We don't do lager" "Yes you do, it's in the bar downstairs". He went off only to return 10 mins later to check if we wanted starters. He then went off again to return again, to check our order. He then went off again, to return to check our drinks. More delay and he appeared triumphantly, bearing a tray, a bottle of rose in a bucket and two champagne glasses. He seemed quite surprised when I leapt from my seat and almost hit him! We demanded to see the manager "there is no manager on duty". He said "drink the wine, I opened it anyway". I was furious and he told me to CALM DOWN!
I walked off and found a helpful Banqueting Manager. She did manage to get the drinks, minus the lemonade and we also asked for two glasses of water, hoping they may arrive within this century. She forgot them. She was very apologetic but it was too late. During this time, we heard a huge argument in the kitchen, when presumably, one of the kitchen staff was instructed to go to the bar and get our drinks. This poured out into the restaurant with an irate guy in kitchen whites, saying "he is fuxxing useless".
The food was in fact, very good, and we were served by the breakfast waiter (see above) after my husband said he did not want to see the other waiter again. He ((the other waiter) had been laying knives and forks for breakfast and when we sat down, we noticed ours as well as every other table's knives and forks were round the wrong way. We also had Christmas napkins despite it being the 6th January. We had a picture in our heads of a nice cosy dinner accompanied by a glass of wine or two - no chance. The whole thing was so stressful we could only laugh.
The next morning I went to reception to check out. Unfortunately, the receptionist asked me if "everything was all right for us". I stated that "I can honestly say this is the worst hotel I have ever stayed in but I will be putting it all on Trip Advisor". She was not happy to hear this and asked if I could explain what the problem was. Well where do you start when you have an 11 hour drive home? Needless to say, I gave her part of our tale and she said "oh yes, I heard about last night - he is in big trouble" - yeah whatever!
My advice - go to the YMCA but never, never go to this place and expect a relaxing, warm and friendly break.
Room Tip: Don't go on the ground floor next to the lift. Just don't go to the hotel full stop.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
22 January 2012
Dear rubyslippers1, I am sorry to hear that your daughter was in hospital and hope she is better now. We do ask for payment in advance of guests stay, however the receptionist should have asked you if you wanted to open an account to be able to charge items to your room and I apologise if this did not happen. The hotel bar is also used by the locals and a lot of guests actually like this and enjoy meeting the locals, but there is no excuse for the bar staff leaving the bar and we will speak to them about this to ensure this does not happen.
On the Saturday night the Restaurant Manager, who was also meant to be the duty manager that night called in sick, consequently the Conference and Banquetting Manager stayed behind to help out and cover. The waiter in question was new in the restaurant and was meant to be getting training that evening so I apologise for the service you received, he has now been properly trained. We do indeed now charge £4.00 admission to the leisure facilities however most guests just bring the towels from their rooms to avoid the towel charge.
I am glad that you found the rooms to be large and clean but I am sorry you did not enjoy your time with us.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
