Shocking state of city centre hotel

ger vallely

Myself and a few friends were about town on Saturday. A glorious day,June,loads of people out and about. We found it difficult to find a beer garden to accommodate us all and ended up in the beer garden of a certain city center hotel. Well, holy moly. I was so shocked by the shocking lack of common sense being used in this particular place.

The girls drinking cider were given cans with a 'not to be sold separately' stripe on the neck. Obviously gotten from the nearest supermarket.

Coors Lite on tap ran out after we had had 2 pints.

The poor bar girl was left to deal with the bar on her own. She appeared to be new staff as she was shaking handing over the pints and she definitely did not have the experience to deal with a packed Saturday afternoon crowd.

The ladies toilets were a mess. It was shocking. The hot water was scalding.(Parents with young children in the beer garden would have had to deal with hand scalding with their little ones.)The driers were not working so people were using toilet tissue which ended up in little bits all over the floor. The tissue holders had been broken open so people could get tissue to dry their hands.

There was no table service available in the beer garden.

There was a barbecue on in the garden. When I approached 2 different members of staff to inquire if this was private or open to the public I was told,rather gruffly, 'I don't know' as they walked off.

Honestly,this is a major hotel chain, June, sunny Saturday,tours arriving every few minutes. Can this country not get it's act together? I know we ended up staying there for a few,only because we could not find anywhere else big enough to take our group. I did mention some of the issues to a staff member, she said- 'ok.'There honestly did not appear to be a manager around,no-one seemed to have a position by which to organise things.
I have heard that this hotel get their beer deliveries on a Thursday and if they run out,well so be it. I do not know for sure if this is definitely the case but it seemed like it.
I am a local and was appalled by the lack of management,as were all of the people I was out with. multi pack cider-I mean come on. It's bloody well expensive enough as it is.
There,that's it,my rant. We pay good money to go out and socialise in this city. The 'poor publicans' are complaining that they are losing out. Well-get your act together. And fast.

Das Kitty

You should probably write to the hotel manager with the above information.

ger vallely

I did that before once,with a place out here near where I live. Never again. The management of that place treated me like a complete liar. I was shocked that hotels would treat customers in such a way. To be honest we had all said that the particular place we were in on Saturday ought to be reported for the multi pack beer alone. But to where would we report?Vintners association?

Shanley

With regards to the cans of Bulmers with the red rings on top they are all over Galway and coming from supplier J&C Kenny, nobody at fault there except maybe Bulmers themselves, probably cheaper to produce the single can or else J&C Kenny are importing it from the north.

gordongekko

Hotel in hot water shocker.

Jesus if you don't bother to inform the place of the issues and the staff are busy how are they going to know there is a problem?

inisboffin

gordongekko wrote: »

Hotel in hot water shocker.

Jesus if you don't bother to inform the place of the issues and the staff are busy how are they going to know there is a problem?

The OP said they mentioned it to a staff member

ben.schlomo

inisboffin wrote: »

The OP said they mentioned it to a staff member

No point saying it to a staff member, if you have a problem no matter where you are or in what industry you ask to speak to a manager not someone who is more than likely running around doing three jobs at once. If theres no manager available then take some pics with your smartphone(im sure one of them had one) and then report it later.

Stereomaniac

From the sounds of things the staff weren't coping with the large crowd and need better attitudes.

Rhys Essien

OP,did the girls order Bulmers on draught or bottles?
If so,to be given cans is a complete disgrace.I always thought cans were only for take away.

lisa_eire

If it was the same hotel beer garden that i was in and it sounds like it was then they had run out of bulmers too so no wonder people bought their own

ger vallely

@Lisa Eire-the girls didn't bring their own,it had been considered after other beers ran dry. No,the cans were as sold from the bar. @Shanley-perhaps it is legit,would not have imagined any hotel to stock multi pack beers to sell singly. @gordongekko-we did mention it,no notice taken at all,they were definitely snowed under.I am not at all having a go at the staff,far from it. They were doing their best to keep it all going. The hotel was shockingly understaffed,under beered and filthy. Rhyss-they ordered pints,none left so a can was the alternative.

inisboffin

ben.schlomo wrote: »

No point saying it to a staff member, if you have a problem no matter where you are or in what industry you ask to speak to a manager not someone who is more than likely running around doing three jobs at once. If theres no manager available then take some pics with your smartphone(im sure one of them had one) and then report it later.

I wouldn't say there is 'no point' asking a regular staff member for help.
If it was something that was remedied easily enough I'd say it to a staff member before a manager (all good staff should try to accommodate you). I wouldn't demand a manager if loo roll was gone or food cold for example, I'd first let the staff on duty have the opportunity to fix it.
If it was more serious or they did nothing, then yep, I agree, tell a manager, though it sounds like there was none to be found from OP's description.
Smartphone pics are a good idea for a more serious situation. Oh the multipak infractions! :P

Lapin

ger vallely wrote: »

I know we ended up staying there for a few,only because we could not find anywhere else big enough to take our group.

In fairness, anywhere with an open air drinking area was going to be packed this weekend. And while the hotel you describe did seem very unprepared, it might have been an idea to phone somewhere in advance if you are part of a large group. Most places will gladly reserve space for groups if they bring in a bit of business, and depending on the size of the group they may lay on extra staff. Forewarned is forearmed.

Regarding the Bulmers situation. In my own experience sales of Bulmers skyrocket when the sun shines and its not uncommon for establishments to run out of it quickly regardless of what day the delivery arrives. I personally wouldn't mind where it was sourced as long as it was of good quality, and don't mind paying hotel prices if I'm drinking in a hotel.

I agree with the others who suggest that you contact the hotel and relay your experience to them. After all, how can they address the problems you highlighted if they aren't brought to their attention. Posting here first could be seen as unfair as Galway is a small city and people may inadvertintely point fingers at the wrong establishments. It may also dissuade outsiders from visiting Galway having read your post and this is unfair the the vast majority of businesses who are making a genuine effort to welcome people.

Don't be put off by the previous replies you got from other businesses. Everyone is different. Send this hotel an email and let us know how you got on.

ben.schlomo

Lapin wrote: »

In fairness, anywhere with an open air drinking area was going to be packed this weekend. And while the hotel you describe did seem very unprepared, it might have been an idea to phone somewhere in advance if you are part of a large group. Most places will gladly reserve space for groups if they bring in a bit of business, and depending on the size of the group they may lay on extra staff. Forewarned is forearmed.

Regarding the Bulmers situation. In my own experience sales of Bulmers skyrocket when the sun shines and its not uncommon for establishments to run out of it quickly regardless of what day the delivery arrives. I personally wouldn't mind where it was sourced as long as it was of good quality, and don't mind paying hotel prices if I'm drinking in a hotel.

I agree with the others who suggest that you contact the hotel and relay your experience to them. After all, how can they address the problems you highlighted if they aren't brought to their attention. Posting here first could be seen as unfair as Galway is a small city and people may inadvertintely point fingers at the wrong establishments. It may also dissuade outsiders from visiting Galway having read your post and this is unfair the the vast majority of businesses who are making a genuine effort to welcome people.

Don't be put off by the previous replies you got from other businesses. Everyone is different. Send this hotel an email and let us know how you got on.

Pretty sure theres only one city centre hotel with a beer garden.

Lapin

ben.schlomo wrote: »

Pretty sure theres only one city centre hotel with a beer garden.

I know of two.

Although I have a fair idea of the one the OP is referring to, and I suspect you are thinking of the same one.

xtradel

Looks like the "Jurys" out on this one ...

biko

Yeah, a lot of pubs have had problems coping with the great weather and the demand from the crowds.
That particular establishment is a known sunseeker spot so they should be well prepared and able to cope.

Now that you've had a rant here did you think maybe they'll change their ways? Best speak to the manager but tbh if you don't like the place there's plenty others that will overlook that Coor Lite ran out after only 2 pints or can stripes

I will leave this open as OP was more verbose than the usual "Hotel XXX sucks, stay away!1", maybe others have had similar experiences over the last few days, I know I did.

But please note that complaining on the internet is never as good as complaining to the manager and we usually don't allow anonymous people having a go at establishments. Should you have questions about this policy PM me.

Mrs OBumble

I m sure we all know where the OP is talking about.

I did a traffic survey a ouple of years ago whi h involved standind outside it for a day. Was quite surprised at the"quality" of their patrons, and wouldn't go there mayself having seen it close up. Hotel or not.

ben.schlomo

Mrs OBumble wrote: »

I m sure we all know where the OP is talking about.

I did a traffic survey a ouple of years ago whi h involved standind outside it for a day. Was quite surprised at the"quality" of their patrons, and wouldn't go there mayself having seen it close up. Hotel or not.

^^^^
We did and then 'xtradel' told those who didnt.

beardybrewer

ger vallely wrote: »

I did that before once,with a place out here near where I live. Never again. The management of that place treated me like a complete liar.

Ah, but don't forget the power of boards. Send the manager a link to this thread. He would be pretty stupid to not exercise basic customer relations when there is an audience.

Without naming names, report the gist of his response back here.

Happy ranting.

ger vallely

I just sent off an email. I guess it is fair to give them a chance to try defend their sloppy customer service. I know there have been a few 'hotel in hot water shocker' replies but seriously. How much crap do we have to put up with. The profession I work in I give it my all and would not settle for anything less than perfect service.
We pay good money to sit in these establishments, we deserve decent service. when the mess in the toilets was mentioned their reaction was to put up one of those 'caution,wet floor' signs. Not good enough.
Yes it is a rant,but I earn in this city and I spend here.I don't expect gold faucets and butlers with oiled biceps(would be nice though),but just some of the basics,not to turn tourists away in horror.

beardybrewer

Sorry, but are you from Ireland?

You seem really shocked to get bad customer service. That's normal. I'm shocked when I get good customer service.

enigmatical

The scalding hot water thing is a peculiarity of Ireland and Britain.

For some reason, the sacred plumbing traditions of these islands have caused a strange fear of mixer taps.

Apparently should the hot water and cold water mix, terrible things can happen!

I find it absolutely mind boggling stupid that we still install non-mixer taps in bathrooms. I know some bathrooms do have them (including in my house) but you still see the single taps in lots of public loos and even hotel bathrooms.

I mean, it's hardly a luxury item in 2013 and I doubt the cost is much (if any) higher. It's just some mad tradition that we seem to be fond of.

That and putting a huge tank of water in the attic to ensure maximum risk of flooding in freezing weather and maximum risk of contamination with dead insects / birds etc.

ger vallely

Newkie-yeah,I am Irish. I have to say I would consider bad service to be unusual. It may be that it is becoming a bit more familiar and that I think, has to be stopped. Why should we continue to spend our hard earned currency and receive a low standard of service in return. As a teenager I worked in a supermarket chain in Dublin. Even the casual weekend workers were trained to a high standard. No matter which department I was working in, if I passed through an area that needed attention I was capable of either sorting it out or bringing it to the attention of the appropriate person. i would expect the same in other establishments. Especially a prominent hotel chain in a major city. I have received lots of great service in Ireland in various different situations. I am used to and actually do expect it.
By the way-I received a reply form the hotel in question to the mail I sent off yesterday. They are ringing me tomorrow to discuss the level of service .So, pleased with the swift reply to the mail.

Mr_A

On the hot water thing- I was told by a guy who worked in the industry that the theory was that less hot water would be used by having it very hot as people would then avoid it and just use cold. So the overall heating cost would be lower. Not sure that makes total sense but he seemed very sure about the policy.

ger vallely

Well, I was contacted this afternoon by the manager of the hotel. She was very easy to talk to,asked questions and listened to what I had to say. the outcome of the conversations was what I had hoped for. Proper customer service.
Mixer taps are being installed. Seemingly they should be in place within the next fortnight.
No more buying cans in the local supermarket,even if there is a major unforeseen rush on.
A better attempt to keep toilets acceptably clean.
Keeping staff informed and aware of how to deal with customers.
A round of cocktails for the girls by way of apology.
The pleasant manner of the manager and her readiness to contact me must be considered as a decent outcome to the situation. I just hope her promises are kept,I got the feeling they will.

zarquon

ger vallely wrote: »

Well, I was contacted this afternoon by the manager of the hotel. She was very easy to talk to,asked questions and listened to what I had to say. the outcome of the conversations was what I had hoped for. Proper customer service.
Mixer taps are being installed. Seemingly they should be in place within the next fortnight.
No more buying cans in the local supermarket,even if there is a major unforeseen rush on.
A better attempt to keep toilets acceptably clean.
Keeping staff informed and aware of how to deal with customers.
A round of cocktails for the girls by way of apology.
The pleasant manner of the manager and her readiness to contact me must be considered as a decent outcome to the situation. I just hope her promises are kept,I got the feeling they will.

A good outcome. Can i ask if the manager was aware of this thread on boards? Her willingness to concede might have been more to do with quashing negative publicity.

ger vallely

I never asked,actually. Possibly should have. But in saying that,chances are that she was aware of this.

biko

Great, many thanks to the manager of the hotel that have said they will look at and remedy the situation.

I will iterate for everyone present and future posters:
it's better to speak to the manager than make an anonymous thread here, it's also not likely it will be allowed.