We were given a present for Christmas for 2 tickets to INEC and an overnight stay at this 'supposed to be Hotel', but what a disappointment , the hotel rooms were so shabby, faded bed linen cracked tiles in bathroom, furniture marked and stained,old style radiators that spent the night making a cracking like noise. When we came out from the show there was music in two bars none of which one could get seating inside or outside. When I reported this to management in the morning the answer I got was " This is only a 3 star hotel, what would you expect, if you decide to come to Killarney again you should consider staying in our sister Hotel- The Brehon". I think this appalling the most I expected was 'sorry' but not even that. So be prepared for a shabby hotel if you decide to visit
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
23 February 2012
In response to this email I wish to highlight that we always want our guests to have a good time when they visit our hotel and we realise that not every guest has the same expectations and desires. What is ideal for one person is far from ideal for another. We realised this when developing the Gleneagle Hotel Group and specifically designed our properties to offer different products and experiences to suit every type of customer.
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We remember this guest very well. She came and attended a concert in the INEC on the night she arrived. This was the Brendan Grace Show and the concert was a sell out.
At the end of the concert there was live music in two separate venues available to anyone who wished to enter. This guest did not complain or ask for assistance in getting issues rectified at any time prior to checking out the following day.
She had 3 main complaints. Firstly she complained about the seats she had been allocated for the concert. The Gleneagle however had nothing to do with this. The seats were purchased from Ticketmaster where there is a seating plan allowing the purchaser to pick the seats themselves from the seats available at the time of purchase.
The second part of this lady’s complaint was that she did not have seating available in the Green Room Bar when she wanted to go in after the concert. She told our staff that we should have enough seating in the bar for everyone in the hotel should they wish to use it. As she wanted to have a relaxing place to sit down after the concert.
As it turned out our staff on the night had put in extra chairs to facilitate the customers coming from the concert and who wished to join in the fun in the Green Room with the fantastic Mr Tony Sings.The overall response on this night from approximately 600 other guests staying in the hotel and the 2000 attending the concert was that a great night was had by nearly all. They enjoyed the fun and atmosphere that started at 8pm and went on late into the night.
The Manager on Duty the next morning did explain to this lady that it was only to be expected that other hotel venues would be busy directly after the concert given the number of people attending and it would be unrealistic to have 600 chairs in any hotel bar. When all the venues, lobbies and lounges are taken into consideration there were ample areas for the hotel guests to sit on the night.
The third part of her complaint was about the standard of the bedroom, its furnishings and soft furnishings. She had no specific complaint about any fault, but more that she felt the room was aged and not to her standards. We took the time to inform her of the different products available within the group and even the grounds. We told her if we had known earlier in her stay we could have tried to relocate her to our sister property and should she wish to return again to another show in the INEC she may find the overall package provided by the Brehon Hotel more to her liking.
We are disappointed with this review for two reasons, firstly this person is selecting and piecing together parts of the response to her complaints on the day to give the impression that the hotel and our staff do not care about its customers, which is untrue. Secondly had this lady complained in time we would have never had this issues and she would have had a lovely stay.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC