We stayed last year and had a good time so decided to stay again. Arrived at reception for our 2 night stay at 3:10pm after a long car journey with a 19month old to be told our room was not ready and they could not say how long the room would take(check in is at 3pm). Advised them we would wait in the bar and had dinner booked for 5pm. At 4.10pm no one had come to get us so I approached reception where they said the room was ready. Got to the room but it was so late we had to ring the restaurant to tell them we had to push our reservation to 5.30pm. We had dinner in the restaurant (food is nothing special at all, would skip it as it is not worth it, dessert was a choc tart & was like eating powdered cocoa). We felt incredibly rushed while eating but accepted this as we were late and we had a toddler. We finished up and headed to our room where we got the baby ready for bed etc. Once the baby was asleep we also headed to bed. While lying in bed I felt the sheets were very cold and then realized they were damp. I got out of the bed to find the mattress was soaked through with a large brown/yellow stain, the sheets and my pjs were damp. On lifting back the sheets it was very evident from the location of the massive stain, the dampness and the faint smell off the stain that this was indeed urine(although the Duty manager mentioned water numerous times for obvious reasons) very convenient for him given that a new hotel guest is now swimming in another strangers urine from his 4 star hotel. I wish it was water because it would have saved me a lot of tears, anger, humiliation, disgust and absolute violation on the night. Two managers came to the room to check out the issue but I felt they really only came to the room to check what type of individuals we were and to ascertain if this was really done to us as opposed to us doing it to ourselves (I mean what couple with a 19month old sleeping in the room would go to the trouble of all this while fighting back tears etc) This of course was highly insulting and the fact that I could see this by the way they looked around our room just shows how inexperienced they were. If you have to do this please be more conspicuous. We are respectable people who both have careers staying in a popular 4 star hotel not that this matters really. The manager advised he would speak with housekeeping and get back to me. I spent the night showering and moving between rooms after my sleeping son was carried inside his cot down the corridor to another room. I didn't sleep to much that night and once at breakfast we made the decision not to ruin the entire stay by leaving as the new room was fine and we have a toddler and travelled along way. I was expecting the manager to get back to me but upon eventually speaking with him he had no intention on coming back to me as he said he didn't want to disturb me any further. The long end of the story is that housekeeping did not remove the protective mattress cover and didn't notice the issue. We were comped for 50% of our 1st night stay which I think is appalling but didn't argue any further as I was exhausted from the lack of sleep and traumatised that I laid in another persons urine. There was no offer to dry clean my clothes even though I had to go to Dunnes to buy clean pjs, and we paid fully for the 2nd night and all our food and drink. Had the hotel comped the full 1st night and offered the dry cleaning I wouldn't have written this review but I wasn't totally satisfied with the outcome hence it is on tripadvisor. The manager kept trying to speak over me and does not understand what ACTIVE LISTENING IS and could really do with a full course on communication and staff training. Bar staff didn't even know how to make a latte and a machine makes it lol. Moral of this very long review always check your mattress as housekeeping I was told via the manager never lift the mattress protector...... WHAT THE YUCK. NEVER AGAIN WILL I STAY HERE. Even though the breakfast is good and the leisure facilities are great, most staff are friendly, the staff are NOT TRAINED well, management is appalling in dealing with complaints and compensation in this situation was ABSOLUTELY PATHETIC for there overpriced hotel. 110 euro discount for laying in someone else's urine I should have told him shove it. DISGUSTING, I hope your Hotel does very well for its upcoming season. Attaching pics of this horrific mattress X…
Sea view room was beautiful (419). Food was very disappointing on terrace. Expensive stay with college students serving. Zero experience or knowledge with menus or how to make drinks. Simple GnT. Overall poor forst impression.
I have to say the staff is just wonderful in this place. At the reception Monica checked us in and she couldn’t be more kind. She was just a sweetheart. Helped us with everything since we had a hard time to find the hotel. The room wasn’t such a big deal for this money. It was actually a bit disappointing. And everything else is overpriced. At the evening we had our meal in the Prom restaurant, the food was absolute delicious and the Manager James was lovely. Later in we went to the bar and ordered some drinks the bar girl, wasn’t the friendliest person we have ever met, and barely wanted to serve us. After all this we still had a good time staying there, thanks to James, and Asling and Monica.
We just had a one night stay here at this hotel.... Staff on arrival were very friendly took only a few minutes to check in Small enough lift fit mayb 3 with luggage Room was lovely lovely view of course facing the sea... We had drinks in the bar before we headed out ... Friendly staff serving in the bar as well..... We will be back again later this summer for a few nights....
Hotel standards and lacking in staff problems !! Yet they charge more since Covid hit. Hoteliers everyone suffered since Covid and everyone lost out. !! Stop ripping people off???? And goes for all hotels especially when they don’t have the staff to accommodate the tourist industry
I visited the prom restaurant for food in the salthill hotel. We didn't have a reservation but luckily the restaurant wasn't too busy and the manager James was able to seat and serve us. He was extremely friendly and helpful and very knowledgeable about the menu as well. Him and his staff constantly checked on us and are a credit to restaurant. I've have been back a few times since and have had excellent service and food every time. James even recognised us when we returned again and him and Kad couldn't help us enough. Would definitely recommend a visit if you're our in salthill, brilliant food and staff.
Very friendly staff, very helpful, always help you out, always smiling, nice and warm feeling from the minute you walk in, nice and clean, and the food menu was very good, and the food was lovely, would highly recommend this hotel,
I believe in giving any substandard business the opportunity to try and put things right, so, before I came here to leave a review, I did the following: 1. Told the receptionist, when asked if I had enjoyed my stay, that I didnt and explained why, but got no satisfaction other than a sympathetic nod and a "sorry about that now", 2. Sent a comprehensive email to the hotel a few days after my stay, outling the issues I had. I provided my phone number, as well as my email address. No response from them. 3. Contacted the hotel again 2 weeks ago, via their online chat function, to ask if anybody was going to even acknowledge my email. I was assured it would be passed on to a manager the following day. No contact from the hotel since. I paid €257 for 1 night, with breakfast. When we arrived into the reception area, it was packed with a wedding party who were enjoying a drinks reception, and we felt like gatecrashers. A very friendly, helpful, lady checked us in, and we'd a very nice time roaring over the noise and across the reception desk at one another, in order to be heard. Our room was spacious, but the carpet was absolutely filthy. It was also located on the third floor, overhead the main entrance into the hotel, which became a problem from the minute we went to bed...but more on that later. Stay tuned! We had dinner in the bar, and the experience was akin to one of the funnier episodes of Fawlty Towers. Staff were wandering around, but ensuring to stay well away from tables and customers. I felt like many of them had possibly started their first ever service industry jobs that evening. Service was dire. We chose a table ourselves, after standing around, being ignored, for 5 minutes. We then had to go up and ask for menus. Then we had to call a staff member to take our order. The food was fine...a burger & chicken goujons....typical bar food. We remained in the bar after dinner for drinks. The service was genuinely appalling. There was a 10-15 minute wait each time we went to the bar. Staff behind the bar were tripping over one another, and many of them seemed genuinely clueless about bar work and/or drinks, where to find them, how to serve them or what to serve them in, and customers had to keep directing them. To make matters worse, a lot of the wedding party came out to the bar area for cocktails, and id imagine that, 4 wks later, many of them are still waiting to be served... The only redeeming thing about the bar that night was the excellent 2 piece band that were playing, and, only that we really enjoyed the music, we would have left. We got no sleep at all that night. As mentioned earlier, our room was located overhead the reception area, and other well inebriated guests spent the night happily congregating outside the front door, smoking and having the absolute craic and banter, all the while being completely oblivious to the fact that there was anyone other than themselves in the hotel...there seemed to be no effort whatsoever made by the hotel staff to ask them to keep the noise down, & it went on until after 5am. I tried to call reception at one point but got no answer. In keeping with the overall tone of the experience and service, breakfast was another complete fiasco. We were shown to a table, but nobody bothered to come to us to offer us toast or coffee, so we played another game of "Chase the waiter" and eventually tracked someone down, and ordered coffee and toast. She brought us our coffee..... we're still waiting on the toast. Nobody came to the section we were seated in to clear away used plates etc from our table or any of the tables around us, so, like the other diners around us, we had move them ourselves, onto clean tables, as we had no space. As stated earlier, leaving this review was a last resort for me, but as nobody has bothered to as much as acknowledge my email, here we are. Its clear that management really aren't bothered about trying to resolve issues. The hotel, for what it offered on our stay, is completely overpriced, and, from what we experienced, very poorly run. Dont waste your money.…
Hotel staff are friendly and helpful. The beds are very comfortable with fresh spotlessly clean bedlinen. Room and bathroom was very clean. We arrived to check in at 3pm but the room wasn't ready but the receptionist took our luggage; we got called shortly afterwards and told that the room was ready and our luggage sent up. Our luggage hadn't been sent up and we had to ring down to enquire about it. Later that evening we noticed that there was no tea, coffee etc in the room so we rang for that. These are small things but with the rates being charged for room only all attention to detail is a must.
Will never stay in the salthill hotel again.we had booked two rooms for two nights one room had to be moved due to noise at 3 am.the restraunt accused a young mother of not paying for meal which was included in booking with room the young mother had pram in one hand and a dessert in other as baby was crying she decided to have dessert in room she was followed to lift and made come back in front of others this is shocking and totally unacceptable and her first mother's day.the reception staff were very nice about it but the manager did nothing so never again this incident is unforgivable.