Jett Ruvetsa
Google
I recently stayed at The George in Rye with my partner on Sunday, September 21st to celebrate my birthday. Unfortunately, our experience did not meet expectations, and I feel it’s important to share our feedback.
We arrived early and left our luggage with Reception, completing the check-in details in advance to save time later. On our return, we were greeted by Madeline, who showed us to Room 23. Although we had booked a Superior Room, it felt quite small, but we chose not to raise this initially.
However, around half an hour later, another staff member, Harry, unexpectedly barged into the room without warning. He looked as surprised as we were and asked us to confirm our booking name before leaving abruptly. No explanation was given, and it was left to us to call Reception to query what had happened. Only then did Harry admit there had been a mistake with our room and apologise. About 10 minutes later, he returned to escort us to the correct room, Room 10. While this fixed the immediate issue, it was confusing, inconvenient, and not the professional service we expected.
Later that evening, we ordered drinks at the hotel bar and charged them to our room. At check-out, however, there was still no acknowledgement or apology for the earlier mix-up. Only when we raised it ourselves were the drinks removed from the bill.
The room itself also fell short in terms of cleanliness. One of the bathrobes provided had what appeared to be fake tan stains, and the bathroom in particular was disappointing.
Breakfast the next morning, which we had pre-booked for 9:30am, was also a let-down. While we were seated promptly and given menus, the coffees we ordered took over 35 minutes to arrive - so long that we were already eating our cooked breakfasts by the time they appeared.
Overall, from being placed in the wrong room, to the lack of communication, the cleanliness concerns, and the delays at breakfast, this stay was far below the standard we anticipated. What should have been a relaxed and enjoyable birthday break instead left us disappointed. Given the reputation of The George in Rye, we expected much better.
We have emailed The George twice now and they have chosen not to even respond or acknowledge our upset.