We’ve stayed at this “lovely|” hotel for 3 nights and it was the worst 4* hotel we’ve ever stayed at. We arrived and went to check in and there was nobody at the reception nor any living soul in the lobby. It looked like a ghost town… It took good 5min before someone finally appeared and checked us in. The hotel looks very very dated and would need proper refurb.
The room we got was not in the main building but outside with its own access. The room was clean and spacious with an extra room with bunk bed for kids which was nice. The decor was terrible very dated but that didn’t bother us much. The issue was that there was hardly any mobile reception and wifi didn’t work properly. There was no aircon, and no sockets … yes sockets that are usually near the night table so you can charge your phone. We had to search the room and only found 1 socket in the kids room. Great if you need to set your alarm to wake you up and charge mobile at the same time and not having it next to you. So who got woken up first… my son.
The MAJOR problem in this place were breakfast. It was the worst experience ever. DAY 1 – 2 waiters serving very busy restaurant with one chef cooking breakfast on order. People had to queue and wait till the busy waiter came and offered them seat.
He was stressed as this would be too much for anyone. He very briefly explained that there’s a “buffet” and the cooked breakfast had to be ordered but that there’s about 20 min waiting time due to full restaurant.
We got seated just opposite the kitchen where we could see chef sweating and running around with too many tickets. It didn’t bother us until we found out that the mentioned “buffet” that we were meant help ourselves had no food.
The 2 people serving the whole restaurant didn’t have time to even top up the food. I found last croissant, last slice of bread. There were only cereals and juices left. Few small Nutelas spreads left and one slice of cheese. Some tea selection and that was it. Jam was on the table.
When the waiter asked us what we want to drink i asked for mint tea, he quickly replied help yourself and only brought hot water. As we were hungry we ate and share the last croissant and slice of bread among us and my son had some cereals.. thanks God at least they had this as not sure what i’d feed my child. We ordered cooked breakfast and waited …and waited and were watching the kitchen, The chef was sweating more and more under the huge number of orders and wiping his sweat with his hands and then picking up the lovely crispy beacon with it and plating it. “YUM!” No glows or tongs were used …great hygiene indeed.
Despite that we waited but when it has turned into an hour we lost the patience and left. We saw people leaving hungry as they couldn’t get breakfast and couldn’t be bothered to wait. We were furious and went to complain and speak to the GM. Yet again nobody at the reception. Finally the receptionist turned up. She of course couldn’t get hold of any manager and GM was nowhere to be seen. Suddenly a man that was just hanging around in the lobby came and introduced himself as F&B manager. WOW instead of being in the restaurant and overlooking the service he was fiddling his fingers and doing nothing and standing in the room next to the lobby. Great job!
We’ve explained the situation and were quite furious (still hungry) and he was lost for words. If you don’t have enough staff then DON’T DO cooked breakfast on order !!! We’ve suggested to keep it all as buffet or get more staff into the kitchen and more waiters if you are trying to get the 4* standard across. He assured he’ll sort it out.
DAY 2 – i didn’t even want to go for breakfast and wanted to go elsewhere but my husband said let’s try it. The same waiter now knew our name and greeted us and was extremely polite and helpful and the tea i wanted the day before was now possible to be brought to my table without me picking it and making it myself. Flash news! the cooked breakfast were no longer on order , no menus on the tables but they have put out all in one of those warming trays and the only thing you had to order were the eggs. There was new chef there as well and using tongs this time to plate the food. The “buffet” was still poor but was few more croissants left this time and loaf of bread. All worked out well. DAY 3 – arrived and the same waiter that was so specially sweet the day before now no longer knew our name and said the breakfast are as per order. SO basically back to a one big mess as it was on day one.
He had few helpers this time, a guy from a gym that was serving tea, and was dressed in sports clothes. Totally inappropriate for hotel such “quality” Then a new waiter blond older lady who when taking our order for those lovely cooked breakfast called my husband darling. Plus another waiter. Of course the sweaty chef was back and on his own again rushing to complete all the orders.
My husband ordered smoked haddock/egg but after like half hour of waiting the lady came back saying they don;t have haddock anymore…surprise surprise, i doubt chef had even time to cook such breakfast. I ordered 1 soft egg and one hard egg. But guess what we got both cooked hard. This took about 40min to get by the way. I called the lovely lady and said i got hard egg instead the soft and I said to her no to bother getting me another one as she wanted as I wasn’t prepared to wait another 40 min for it. Her response was appalling simply OK and walked off, no apology nothing,
So you can imagine if breakfast are like this would you want to go there for dinner? Never! We made sure we ate out. I’m not sure how this hotel received 4* as it is very very far from it. I’ve been to other MacDonald hotels but none of them was this bad. The room rates are very high to what the hotel has to offer to their guests and if it continues like this it won’t have any. This was massive disappointment,