Incredible that this hotel still claims a 5 star
Posted Mar 18, 2017
I will send a more detailed review to the hotel, but honestly, this place is a disgrace. So many components were absolutely terrible. Communication, maintenance, management, safety were all shockingly lacking. Service to the rooms was terrible. I stayed in a suite and couldn't get shampoo delivered to my room. The room keys would charge out after one use. The right elevator was clearly dangerous, so much so that the glass panels writhing in were fractured. The wait staff with the exception of the Polish guys simply has never been trained. The balcony (I was in room 601 - a nice suite) was horrible. The beds were terrible. Two single beds shoved together is worthy of a Holiday Inn Express, not of the supposedly best hotel in Wales. Badly maintained, moss on the surfaces, windows clearly hadn't been cleaned in many years. The concierge was a delight and was soldiering on, as was the nighttime staff. I have photographs of much of this. I'm in the hotel business in the US and I'm very understanding but want to be constructive. This hotel sticks in my mind as one of the worst that I have experienced in my life. The management and attitude of this hotel needs a massive shake-up. The hotel looks amazing from the atrium, but look behind the facade and you will see a sorry excuse for a 5 star hotel.
Comment from Hotel Management
Mar 23, 2017 by Guest Relations, Hotel Management
Dear Mr Hissey,
Thank you for taking the time to provide us with your feedback following your recent stay with us. I was disappointed to read your comments and do appreciate that apologies after the event do little to make amends, however, I trust that you will accept mine and that of the team here at The St. David's Hotel.
You are absolutely correct to expect a high level of quality, service and customer care when visiting The St David's Hotel, where we endeavour to ensure that all our guests enjoy the comfort of the hotel’s unique and individual service, and quite clearly certain elements did not meet your expectations on this occasion.
In reviewing your individual comments then I can respond accordingly.
1. The first instance that I am aware of the key cards cancelling out. They are programmed for the duration of the stay and having discussed with the team, they are not aware of the issue either and having checked the machines and the cards then it would appear to be a one off instant if you state that it was not impacted by another device. I am sorry for the inconvenience this may have caused you.
2. At the commencement of each spring, we have a rolling programme to bring the balconies back to a standard as during the winter months, they are impacted by the weather and the proximity to the sea.
3. I have discussed your comments with the Executive Housekeeper and can only offer our apologies for the shortcomings in the servicing of the bedrooms. This is being addressed with the team to ensure that this is an isolated experience.
4. We have a programme of window cleaning, and it is unfortunate that you stated during the in between times of cleans. The recent weather has also had an impact both the presentation of the windows and the ability of the abseilers to undertake the task safely. We are looking at a programme of improvements to the