Avaliou em 16 de Dezembro de 2019
O hotel é bem grande, constituído de vários blocos independentes e que são margeados pelas águas de um lago. Hospedei-me ali por 2 vezes, indo e vindo da Escócia. Na ida o quarto foi excelente, enorme, com varanda , banheiro grande com banheira e secadores de toalhas, roupões e produtos de higiene de excelente qualidade. Já na volta, e pelo mesmo preço, nos deram um quarto mais simples, bem menor, sem roupões e secadores de toalhas. O café da manhã é um bufet, de qualidade razoável.
Estacionamento gratuíto. Na minha segunda estadia fui cobrado em dobro, pelo hotel e pelo Booking, que até o momento, passados mais de 2 meses, não me devolveu o dinheiro. Lamentável.
A rede De Vere possui excelentes hotéis.
If you like fruit flies and bad customer service this is your hotel
Avaliou em 18 de Outubro de 2021
I had booked a stay for myself, husband, sister and brother in law about 2 years ago for my husbands then 30th birthday, I am originally from Cheltenham so I have only ever heard amazing things about the hotel and of course the Devere brand, however due to all of the many lockdowns we only now got to celebrate his birthday!
We arrived on Friday, left our bags with reception and went to have our booked spa treatments, then enjoyed a glass of fizz in the bar until our rooms were ready to check in. My sister and I sat for about 10 mins and then realised that there was flies around us, but didn’t think much of it… luckily our rooms which were on the ground floor and had a lakeside view, we couldn’t wait to go and see, I think when one of your staff saw me struggling with my bag and said’ I hope you haven’t got far to go’ rather than ‘would you like any help?’ probably should have highlighted the kind of experience we were going to have.
1. First problem my room, had an awful smell, it was like a musty sweat smell, or like someone had been sick and it wasn’t aired properly, the room was very basic but it did have a lovely lakeside view, I went and complained to reception and they said they would get housekeeping to take a look. The smell remained.
2. We went for dinner, sat down to use our 25per head.. this is significant to the story, I booked via spa seekers, the whole package cost £760… anyway I digress, we sat down and one of the chairs in the Brasserie restaurant, the one my husband sat on, the back was loose, so George kindly got the chair behind and switched it, so he wouldn’t lean back and fall of the seat, however the poor person who sits on the table behind would. ! So the food arrives, my sister and I ordered chicken tikka, extra chips, onion rings and the men ordered steak, George had already made us aware you had no Rib Eye steaks and kindly said Sirloin was available, so they both ordered steak. My curry arrived, it was cold, there were no sides and the steak was soooo fatty it was unedible, we complained to George and he removed the curry and came back 2 mins later saying the chef and made 2 new ones fresh. Now I am no Gordon Ramsey but even I know that food made from scratch takes longer than 2 minutes, however food heated in the microwave can take 2 mins to heat… personally it was the latter, however George was adamant it wasn’ then the sides to the curry arrived, the cold hard onion bhaji and the piece of naan also ice cold! So at that point hungry, angry I left the table to compain!
But my brother in law then had spoken to George who advised as we had booked via a third party that is the level of service we get! Mmm £760 is a lot of money, even if I spent 50 quid I would still expect a hot meal and pleasant service!
But then Kenneth came along to help us rectify the situation a very pleasant man, who was explaining he was new to the role etc etc.. and he would have most likely dealt with the situation but again Kenneth made a fundamental error!
So By this point it’s 9pm and we haven’t eaten anything pretty annoyed and Kenneth advises he will sort us out and calls the Boathouse and even though they are closing manages to get us a table, he drives us in a golf buggy and says we will be looked after the only comment he made was the restaurant doesn’t accept cash and leaves, so we take that as enjoy your dinner order what you want and as a good will gesture the meal is on us, but no, then we get up to leave and are given a bill for 169 pounds, so again we complain and the lovely lady in the boathouse was trying everything to make it right apologising and calling Kenneth… he never came back, so I spoke to him on the phone, he told me that he sorted us out by arranging the table but not paying for the food, he removed wine off the bill from
The brassiere but we would have to pay for our meal in the boathouse, I said I wasn’t prepared to do that! The best part is we had already paid the 25ph and he didn’t even remove that from the bill so we would have just had the 69 pounds left over which was the alcohol! Luckily the lovely lady in the boathouse did and so we only paid a small amount!
The next morning, we go for breakfast, and at least the food was hot, however there was an abundance of flies, my sister had pictures of them crawling on the food, table, but the highlight was my toothbrush, so I had to throw it out and get one from Reception!
And then I bring you to end of the stay, which I spoke with Almudena and the only person who has taken my complaint seriously, I am so disappointed about the whole event, I understand covid has hit the hospitality industry hard, i too was made redundant whilst on maternity leave so I can appreciate people are new to roles, costs are cut, however the Devere brand is a prestigious brand and you expect that level of service especially if you are paying a premium price, it shouldn’t matter how the booking has been made, the experience should be the same! I am not sure how you can rectify the situation as my husband can’t have another 30 birthday… even if it was 2 years later, but had that been his experience I would have been mortified!