At £270 per night in this “5 star” hotel - you expect a lovely stay, all I can say is I won’t be coming back nor recommending to anyone, I’ll be telling them to avoid! Check in is at 3pm: we arrive 2:15pm and told our room isn’t ready, which is totally fine as we are early, so I leave our suitcase at reception and I’m told the concierge will take it up for us when the room is ready. And I’ll get a text to know the room is ready too. 3pm rolls by and I haven’t received the text but since it’s check in time now I go to reception and assume the room is ready, to which I’m told “no it’s not, check in is FROM 3pm”. Unless Dunloe Hotel has different rules to every other hotel in the world, this is NOT how check in operates. All rooms should be ready by the advertised check in time!!! I’m told it will be 30 mins wait and I’ll get a text. 4:30pm (1.5 hours after check in), I haven’t received a text and go back to reception. I’m told “yes the room is ready didn’t you get a text??” No I didn’t, to rely on this text system and it doesn’t clearly work is shocking. We were only the hotel bar why didn’t they come and find us???? Anyway I go up to the room, no suitcase. Back to reception who apologise (first apology we have received) and say the concierge will bring it right away. 5pm and no suitcase, I then go back to reception and can see it’s still sitting there so I just have to bring it up myself. Not exactly the 5 star service I was hoping for. My husband uses a wheelchair so going down to breakfast is added faff, therefore we order room service breakfast between 8:30-9:00am. I wake up and can see the order card has been removed from our door handle. 9:20am comes by and I phone reception (restaurant not answering) asking if our breakfast is on the way. She goes to check and I get a phone call that they DONT HAVE OUR ORDER. By this point I’m just absolutely livid, we get no offer of free tray service to our room (7.5 euros each) to remedy it, so I don’t want to pay this anymore (funnily enough) and we race down to breakfast instead. Truly a disaster from start to finish and never experienced such badly managed operations in a hotel. It’s such a shame because the grounds staff & gardeners deserve 5 stars as the grounds are amazing. At check out when asked “how was your stay” I told them all of this and absolutely no discount was offered, shocking service.
翻譯