Terrible, unprofessional and rude staff
Where can I start? Beautiful hotel and lovely room. That's just about where the positives end.
We arrived late after significant train delays. We had two prams with us (the hotel were aware of this beforehand, the travel agent informed them and despite claiming they didn't know they later acknowledged that they had).
We went to the lift (they advertise the accessibility of the lifts/elevators on the booking website). However, when we got out of the lift (which got stuck between 1st and 2nd floors), there were 3 different sets of stairs between the lift and our rooms. One of the staircases even went around a narrow corner! We've attached pictures.
We don't expect people to remember that we have accessibility requirements, so we raised with the reception.
She offered to move us the next day (great we thought, very helpful).
We went down the next morning and asked to be moved, as agreed. We were told that the hotel was full. Can't we move to another room after checkout? No, that would incur additional cleaning (didn't they intend to clean our room anyway?!) I'm sorry, but every time we leave and return with two sleeping kids, we can't go up and down 6 sets of stairs, we specifically discussed this with our travel agent. Their response? We suggest that you don't book with travel agents, but with the hotel directly. But didn't you accept our booking via an agent? Yes, but we prioritise our direct guests.
I told them we'd be claiming a refund, they then found a room for us. But it was only at the end of two staircases, not three. Oh, and we had to have our bags ready to move within 5 minutes (even though check out wasn't for an hour).
I think it was extremely inconvenient having to navigate those stairs, but it would have been more acceptable to us had the hotel shown the slightest bit of customer service. I've never been spoken to like that by anybody, let alone somebody who has chosen a profession in the hospitality industry.
Because we couldn't easily leave on the first night, we had to order in the hotel. It took an hour (it was well within the opening times of room service stated in the catalogue) to get a burnt cheese toastie and another 15 minutes to get the drinks (for the same order) which cost an eye-watering 35 Euro, including 9 Euro for a bottle of water!
Beautiful hotel, lovely room, terrible food and absolutely awful staff!