Where do I begin? Giving two stars is generous, not because the hotel lacks comfort, but rather the front of house staff are appalling. That's quite a statement isn't it. There's also a young bar man who took great pleasure in telling me the hotel does not except Sterling. In fairness to the hotel, they don't except any foreign currency. However, the smugness with which this bar man declined the Sterling notes resting on the bar in front of him. Told me, all I needed to know about the level of training this young man has yet to receive. There was an observable low-level of hospitality etiquette rife during our stay. Let's break here, while I inject some positivity into this review. The hotel is impressive in its accommodation for children. It has a games room, with pool table, air hockey table (out of order), a dedicated paly room for younger children, mini-golf (outside), and a little play house built under the stairwell in the leisure area. The health & fitness staff could not have been more congenial, friendly and warm. My son wanted some change, I told him to go to the front desk, it was closer, he didn't want to. He said he didn't like how the front desk staff 'felt'.
Lets go back to check in. You never have a second chance, at a first impression. The front desk area lacks warmth. I gave my name, the staff member said "I don't have a booking, would you have used another name". I'd just driven 3 hours, I was tired, of all the different ways a front desk employee could speak to a guest. Do you think the Hilton tells theirs guests straight off, we don't have your booking? I can attest, they do not.
To be clear, I've worked for the Hyatt Corporation in America, and I've worked on the front desk. Here's some other ways it could have went, "Could I check I have the spelling of your surname correct?" "Would you have a booking reference that I could cross check with our system please?" and so on. Next, my card did not work in the hotel's card machine, I know, can you imagine my stress building. The Clayton front desk team now had the opportunity to show compassion, to reassure me that this situation could be ironed out. I had to ask if I could be checked in with a deposit of €200, I would go directly to a cash machine and get the remainder. Uncaring, lacking empathy, with looks of semi-distain, was what I received. Once the front desk supervisor gave the 'okay' for me to be given a room. I again asked where I find a cash machine, I was told a garage. Do you think I was given any directions? No I wasn't. They were too busy trying to get me to book breakfast, or dinner.
Not knowing where to go I drove around, found a garage, no cash machine. Not sure how I remained calm. I came across an AIB cash machine, in the city centre, out of order, and it then began to rain. I could have cried at this point. Further down the street, the Bank of Ireland, life saver that it is, was working. I withdrew the money for the hotel room.
Joseph, was the only staff member who seemed to have a personality. His chef can't cook rice though, and you get half a poppadum, with an unimpressive Indian vegetable curry. Why are you giving guests HALF a poppadum? Who is eating the other half, or are you just throwing it away!
There are few positives to the staff encounters I had. I was cold, and called the front desk to ask for a blanket. When someone from housekeeping came to my door, she brought a duvet, and it's cover. Holding them up, she then asked if I wanted her to put it on. If this was the only option, why wasn't the duvet cover already on the duvet. A person only asks this question, when they don't want to go to the trouble, I took it off her, and put it on myself. Don't even get me started on the toilet seat, dear god, wonky! You know when you sit down, and it shifts to the side, yep, each and every time I went to the toilet. Do you think I got the opportunity to tell anyone when I checked out, nope, not a chance, the queue was so long at reception. I took one look at another disgruntled female guest and thought forget this. There weren't enough staff on to check people out, or deal with guest's queries. The Clayton hotel looks good from the outside, but it lacks substance. Very disappointing. I will never use this hotel company again.
