Lovely hotel, shame about reception staff
Posted Nov 8, 2016
This is a lovely hotel. It is beautifully decorated, well maintained and our room was very nice too. The breakfast room is charming and the breakfast bountiful and varied. The staff here deserve special mention for always refilling the buffet, providing cappucinos super quick and being cheerful and charming. However, the reception staff and manager were anything but charming, helpful or welcoming.
It helps if you are not a foreigner ( Italian guests got a fulsome welcome) and don't take a wheelchair!!!
My Mother is nearly 90 and has mobility issues. We were flatly told that they should have been told she uses "one of those" as she won't get around the hotel. I knew there were steps and Mum can do steps and I told them it was fine. There was no welcome, only lots of discussion between them. We ceased to exist. They were so rude. I was shown to our room to see if "she can get there, we are full!!!!". I told them the room was fine but could we have a garden room. I was told we would need to ask the manager, he was at lunch, she had no idea when he would be back, maybe 20 or 30 minutes and she just turned her back on me and I was just left there.
The manager was worse. He went on and on about the hotel being 700 years old and that they were full. All I asked was for a garden view room and had to inform him, having a wheelchair was not an infectious disease!!! In the end I had to tell him how insulting and rude he was being to my Mother and he just walked away.