Dear Shirley Ireland
Customer service is the single most important part of what we do. Our staff pride itself on excellent customers service, something which many of the very positive remarks on Tripadvisor reflect,
which is why it was very disappointing to read your review regarding the service you received.

It is correct to state that Doonbeg does not have bath tubs in every suite, ( with only 2 suites where the owners of these suites decided to have them fitted at the time of development both of which are Ocean View Suites ). For the many new and returning visitors to Doonbeg this is not an issue. Our valued guests enjoy the beautifully designed en suite facilities that have been created at Doonbeg particularly the walk in rain showers. This is something which has been reiterated time and time again on many Tripadvisor reviews, on line commentary and editorial. Of course, there are people that may not realise that we do not have bath tubs in our suites.

My disappointment centres on the fact that you describe the service as being 'curt' and you were told that you could 'feel free to cancel'. I was understandably surprised that a member of staff would approach a customer in that manner and thus I have investigated the situation. What is not made clear in your review is that all discussion took place on e mail with no verbal dialogue taking place and hence the use the term 'curt' I feel is unfair and misleading. In reviewing the full exchange of correspondence in relation to this matter never, at any stage, is there any suggestion that the member of staff who was dealing with your booking was 'curt' or used unacceptable terminology.
We certainly tried to accommodate your request for a bath tub and this meant that your accommodation type needed to change from a Courtyard View Suite which you had booked to an Ocean View Suite. The Ocean View Suites are more expensive than the Courtyard Suites due to their views and location not because of the bathtub.
When it was then explained by you that the reason for a bath was because of an illness with one of the party, our reservations agent reduced the rate for the Ocean View Suite, albeit not to the courtyard rate quoted at the beginning of the enquiry process, the reservation agent also suggested the use of our wet rooms with sauna, steam room and deep soaking whirlpools to enhance your travelling partners comfort during your stay.
It would appear that when you decided that you were not coming to Doonbeg because you felt you could not to ask your travelling partner to pay additional monies for a different suite, the suggestion by the reservation agent to- 'feel free to cancel', which was intended to assure you that there would not be a penalty for cancellation thus alleviating any concerns, you may have had, was misunderstood and taken as a dismissive response, for that I must apologise. It was not the intention. I myself feel that situations like this are best dealt with over the phone as it is often easy to misunderstand tone on email. I have asked our reservations team to please make telephone contact with the customer should a similar situation arise in the future.
It is regretful that your proposed visit to The Lodge at Doonbeg didn’t now work out on this occasion but I would hope that at some point in the future you would consider staying with us to experience the wonderful customer experience we provide and which our customers are so complimentary of.
Yours sincerely,