Available staff were generally good, with exceptions at both ends of the spectrum. Slow service characterised both the bar and restaurant, although the food eventually provided was excellent, especially dinner. Breakfast was fine, but the absence of a printed menu is an odd omission for a 4-star hotel. Such concerns, though, were minor in the context of other issues. One member of staff to be commended is Emee (spelling?) for her efforts to address a stressful situation. Having locked the hotel room safe pre-dinner, it was impossible to open it afterwards. Emee visited our room on two occasions, making great efforts to open the safe using both manual keys, and an ‘override’ code. The safe contained passports, mobile phone, and car key. Despite Emee’s efforts, no-one else was available to give her, or us, any practical help, or even instructions on opening a locked Everglades hotel safe. We were left with the ‘promise’ of a maintenance person being available from 08.00 am next morning. Luckily, however, after various attempts to open the safe, I tried yet again at 22.00 hrs, and it opened. Presumably (?) this was because enough time had elapsed between the original malfunction, and application of the override code. Had someone been available to provide this information, or give practical assistance, an unnecessarily prolonged, and stressful experience would have been avoided. Next morning, I spoke with the 'main' lady at Reception, to commend Emee's efforts, and also register our disappointment. Not even a token apology was offered, although there was an 'assurance’ that, if we'd had an early flight, a maintenance person would have been summoned last night to drill open the safe! So, in the absence of a reasonable response (a simple, 'sorry' would have sufficed) from politely conveying concerns verbally to Reception, the obvious follow-up was to later contact management in writing. Having since contacted the Duty Manager, a welcome, considered reply was received, which conveyed acceptance of the failings highlighted, and an apology on behalf of the hotel. Hopefully, therefore, any future guests will now not endure a similar experience to ours, albeit that any of our future visits to Derry will not include a stay at the Everglades Hotel.
Bagus
105 Ulasan