Hotel badly let down by rude, untrained staff
Posted Oct 4, 2016
My husband and I arrived about 2.30 and were disappointed that our room wasn't ready. When we asked why, the receptionist told us rather brusquely that they'd been full the previous night and hadn't been able to cope with cleaning 100 rooms. It certainly wasn't our fault that everyone had checked out that day and yet it felt it was. We were given the choice of waiting in the rather depressing lounge or leaving our bags in the Left Luggage which turned out to be a small area behind a counter in full view of anyone who was passing which meant someone could have walked in off the street and taken them. As we'd driven over 100 miles and it was a beautiful afternoon, we certainly didn't want to sit in a dreary lounge nor to leave our bags unattended, so we had no alternative but to take them back to the car while we went for a short walk. We were finally allocated a room on the third floor about 3 but, when we tried to get into the lift after retrieving our luggage, a member of staff pushed an empty trolley in in front of us and refused to let us in, saying 'Later, later!' We complained at reception and were chastised by Estavar, the Duty Manager, for doing so as he didn't want other guests to know there was a problem! Instead, he grabbed our bags, when all we wanted was an apology for what had happened which we never got. The next morning we heard him telling a man who asked for orange juice that they'd already filled it up 3 times, so he'd just have to wait!