Olivia H.
Google
Disappointing stay at the harbour hotel. Having stayed next door in an apartment for the past few days, we were looking forward to staying in a ‘luxury’ spa hotel. Moving from the spacious apartment to the small double rooms felt like a big downgrade, but the price we were paying was almost double.
Service from staff felt slap dash and we felt like an afterthought, from the moment we checked in.
One of our rooms had a serious drain issue, so bad that you couldn’t use it to even brush your teeth. We were told that it was too late at night to do anything, and so we would have to sleep in the room as it is. In the morning, we had to chase the issue as no one had communicated that anything was being done. We were moved rooms in the morning, but there was no offer of compensation or even an apology.
This issue led to us complaining to the manager. This is where we realised the issue. His whole attitude felt wrong, and his empathy was lacking at best. We negotiated a discount on our stay, but I don’t feel like we should have had to be that demanding in order to feel like we were being fairly compensated.
As a side note, we were asked before check in if we were celebrating anything. I told the hotel we were, which was clearly forgotten. When I brought this issue to the manager, he insisted there should have been a note in our room, which there wasn’t, and nothing further was done to rectify the issue.
Breakfast is average for the price, and as many others have stated, the service in the restaurant generally feels chaotic and there is no personal touch from any of the staff. You also have to pay extra for any hot food.
Overall I feel the value for money is seriously lacking. If I was paying half the price that is asked, I wouldn’t complain. But from a luxury hotel, the service is not up to standard. My advice would be to save your money and go somewhere else.
On a positive note, the location of the hotel is fantastic, and the spa is lovely. Unfortunately that’s where my praises run out.