Fantastic hotel let down by the staff
Posted Feb 15, 2017
The facilities are excellent; the hotel was beautiful, the room was my ideal room (crisp sheets, wonderful mattress, wonderful duvet... I could happily stay there all day!).
However the staff let this hotel down so much. The staff aren't lazy (I didn't see a mobile phone once, nor idle chatting), they certainly aren't rude, but they lack basic training, awareness and an ability to listen properly to guests.
The hotel use room names (we stayed in "Ernst Loosen" for example) but I've had to repeat these names several times to staff members, as did my parents in law who were also staying in the hotel. It begs the question whether the staff know their own rooms, or should they stick to numbering them for their ease!
We were continuously brought things we didn't order, or wrong orders. A pot of peppermint tea turned up, it even took us a few minutes to realise we hadn't ordered it!
For breakfast we were served by the manager, after multiple times of repeating the room name to him, we sat down and ordered. I asked for a glass of water, as I was unfortunately suffering from a migraine. The glass of water never appeared. I went to track him down and he'd disappeared, probably to another part of the hotel. I asked another waitress for the water who got it for me. It does raise the question of communication amongst the staff - even the manager didn't communicate my order efficiently before disappearing. A full English appeared without any toast or bread. [ive run out of space!]
Comment from Hotel Management
Feb 23, 2017 by Beccy Gunn, Hotel Management
Thank you for your email. Naturally I am disappointed to read your comments but wanted to assure you that we do listen and indeed the staff member you are referring to is no-longer with the hotel. I am confident that all the points you mention will be addressed with the new manager and I hope that this will not stop you from returning.