Our stay was very hit and miss. I had contacted the property several times prior to our arrival to request a double bed, but received no response until after we had arrived, so we asked for it to be changed at reception.
Once in the room, we saw the fridge was not working. I reported this to reception and was asked, is it plugged in? We replied yes, and they said there was nothing they could do but we could bring our items to a fridge downstairs if we wanted… I requested a room change.
In the next room, the fridge was not plugged in, and the bedside light was not working. I dragged the fridge out and plugged it in myself and then called about the light. I was told there was nothing they could do because there was no maintenance team on New Year’s Day. I asked if they could check to see if there was a spare lightbulb - I was told that they would look and call back. No call back ever came.
No offer to change rooms, but at this point we were so tired and annoyed at the lukewarm service that we didn’t bother.
The issues with the fridges and lights could have easily been made into a positive customer service experience by pretending just a little bit like they were sorry, but unfortunately the average service just made it more annoying.
I gave this feedback at reception to what I suspect was the manager, and she was robotically sympathetic. There just wasn’t any real care about the experience.
On the plus side, the restaurant and bar staff were amazing.
