when we arrived to check-in , the girl said she could not find my reservation, although my brother and his wife had just checked in ahead of me, she asked me if i was sure i had made a reservation and ...
that she would have to put us on the full rate until i could provide a reservation number, not a very professional approach towards a customer, i said i could show her my email confirmation if i had access to a computer , she said there was a public computer around the corner, i went to where she had pointed to find a computer which i had to pay to use, i printed the confirmation and came back to the desk where my wife had continued to check in, the only response i got was '' i will change your room rate'' not an apology or any form of explanation as to why i could find the reservation and she could not! although this almost ruined my one night away , we settled into our room, which was in no way as good as our previous room, this room (214) had frosted glass, apart from this it was a nice roomy , clean and warm room. that night we had our meal which was excellent and the service likewise. and to finish breakfast in our room which was also first class!!
the restaurant and services following check in are what i have learned to expect from Carlton hotels after a number of stays both here and at the Redcastle, but the check in was not handled at all well, i have worked in the service industry all my working life, currently running my own chain of convenience stores, and although not out-rightly rude the young lady lacked the charm to make me feel like a valued customer or any way welcome. ---
Neil McRobbie
Firstly I would like to thank you for thanking the time to comment on your stay, we do appreciate any feedback we get whether it be positive or negative.
We have investigated the matter and have identified the problem with the reservations, please be assured that everything is being done to prevent a repeat of the situation. As in regard to the way check in was handled, I can only apologise as this is far from the standards you can expect at the Carlton Abbey Hotel. I have spoken to Reception team and we are addressing the matter.
As a thank you for your comments and to show you the true Carlton Abbey Experience I would like to offer you a complimentary upgrade if you come our way again. Please do not hesitate to contact me directly.
Kind Regards,
Iona Van Wyk
Reservations Manager
Accommodation
