DM

Jun 3, 2024

Richmond Harbour - Horrible Customer Service

I would not stay at this hotel again nor recommend any other lone female travellers do, I felt unsafe, uncared for and disrespected. I checked into The Richmond Harbour Hotel late afternoon in May 2024, unpacked, and had a quick shower. I was alone in an attic room: the only room at the very top of a narrow flight of stairs. On stepping out of the shower I heard a knock at the hotel room door so quickly grabbed a towel, but before I could properly cover myself heard my hotel room door open and someone step inside. I’d left my bathroom door open whilst showering and was frightened and confused. I wrapped myself in the towel and peered around the bathroom door to find a man standing inside my threshold looking at me. He said words to the effect of “I’m here to change a lightbulb”. I stood in shock staring at him until he said “I’ll go ahead and change it then” – it’s all a bit of a blur. Under normal circumstances I would have told him in no uncertain terms to get the hell out, but in my defenceless and shocked state I agreed. I waited in my towel in the bathroom until he left my bedroom and closed the hotel door behind himself. I called reception to report it - call was answered by a man who said words to the effect of “Yes, he did say he knocked 3 times”, “Did you request a lightbulb?” – I did not although am unsure if this is relevant to my situation! He sounded impatient and I was left with a feeling of being an irritation and of the seriousness of the incident not being understood. 30 mins later I got a call from a woman who apologised and asked if I had enough towels and tea. Every time I tried to speak about what happened or my feelings about it she talked over me. I just wanted to get out of the hotel asap but had an appointment so had to continue with my evening. On attempting to sleep later that night I didn’t feel safe in my room and barely slept. I left in the morning without breakfast in order to get home as soon as possible. This man could’ve been anyone as far as I was concerned as I stood, half naked in a strange place, wondering what the hell was going on. I’m sure some individuals may have chosen to call the police. I, along with countless other women, have been through disturbing experiences in the past that have taught us to avoid being vulnerable in this or any kind of situation at all costs; experiences that have left us with trauma and fear. Hotels should be very much aware of this and all guests’ privacy and safety should be of the highest priority; this proved not to be the case at the Richmond Harbour Hotel & Spa. I emailed customer services at Harbour Hotels regarding the experience and was referred back to the team at the hotel who in turn offered me 30% off another stay. Horrible service and offensive treatment.