We've just returned from four days stay at the Villa Rose. It's apparent that the new part of the hotel has been built to a price. Superficially, it looks good, but the build quality is poor underneath. I note that other reviewers have mentioned noise penetration from other rooms but it was so bad for us in room 163 that we didn't sleep for four nights. There's a two way fire door directly outside the door that slaps backwards and forwards all night and morning as people pass. Sadly, the sound insulation is so poor that the door might as well be in the room with you. This would have affected most of the corridor.
On our first night, the management had decided the hotel was warm enough and switched off the heating - our room was freezing. They'd given us a twin room instead of being set up for a double so even though we linked the beds, the duvets were for single beds and continually fell off onto the floor. so, a combination of no form of heating/cooling and the interminable racket meant we couldn't sleep. (There's no other way of heating the room apart from a radiator). Shouldn't it be us that decide what temperature we want our room, not the owner?
Breakfasts were a disaster, everything had run out and there was a decided begrudging nature to having to top up anything. Coffee didn't appear after asking four times over threequarters of an hour on two days running. Couldn't help but feel the place was being run on a shoestring and wherever money could be saved it was. For instance, the wedding we attended while there had set up for scones and champagne to welcome guests to the hotel. The champagne ran out before half the guests had a glass and the scones likewise - the staff hid the jam and cream to go with the scones behind the curtains and pretended there hadn't been any scones!
Our horribly broken nights continued culminating in our last night when at 2am I had to call the night porter to sort out a fight in the corridor outside (and backwards and forwards through the fire door).
I raised the above points with the owner who said "what do you want ME to do about it?" He couldn't have cared less. He's short sighted - our wedding party of 175 spent a small fortunein his hotel and a significant number live in the area and are coming up to getting married. I believe I've seen through the marble front of Villa Rose and I see a hotel that's either over-stretched financially and cutting wherever it can - or the owner is actually so obsessed with the bottom line that he has lost the concept of a quality product. The place is new but it's certainly not a bouitique four star hotel. Give it five years and it'll look like any other independent hotel that needs money spending on it - I don't think the owner will spend to keep it up to scratch. He can't do anything now to improve the sound penetration from room to room now and he would have difficulty fitting air-conditioning. The place was built to minimum price on structure and it already shows.
How many four star hotels would have unconscious drunks in the bar, one of whom had his feet up on the bar? I'm not allowed to express problems our friends had, so please come back to see what they have to say.
I have NEVER slept as badly in any hotel I have EVER slept in
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
9 June 2010
Dear Sir,
Firstly, I wish to acknowledge all of the points you have made in your review and secondly to thank you for bringing them to my attention. I want to formally apologise for the inconvenience caused during your stay. Your experience has been the exception rather than the rule here at the Villa Rose and as you can see from our past guests who have posted their reviews on this website, 92% of guests have had a positive experience here at the Villa Rose. Having said that, I do not accept or condone the level of service which you experienced during your stay. We are a small, privately owned, family run hotel and we take great pride in the hotel and how it is managed.
I spoke to you on the morning of your departure, and I understand you were unhappy, and it is not my wish for any guest of the Villa Rose to leave dissatisfied. Unfortunately, since it was the morning of departure when you made your complaint known to me, it was too late to solve any of the issues you had at the time. But, what I want to let you know is that since your departure we have used your points constructively. We have since reviewed the breakfast operation and made changes that we are sure will eliminate any problems in future. In relation to the noise we have altered the way rooms are allocated and which rooms guests are allocated to, this is to ensure all guests that are not attending a wedding or function will not be affected by noise.
Finally I just want to thank you again for bringing these matters so strongly to my attention and to apologise from myself and all of the staff here at the Villa Rose.
Kind Regards
Thomas Gallen
General Manager
Villa Rose Hotel
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC