4/10 Poor
Aine
Travelled with family
6 May 2025
Disliked: Staff & service, room comfort
Unprofessional behaviour and ghosted by manager
We recently stayed at Berns hotel, over Easter weekend as it had been recommendedby Swedish friends. The room was a bit shabby but okay. The room was unbearably warm and even though we tried to regulate the thermostat we had to open the windows each night. This meant the sound of gulls in the night and morning contributed to the lack of sleep- i appreciate they cant do much about the bird noise. My main issue is that at no point during check in were we informed that breakfast time changed on mondays- this was a bank holiday monday. We were expected to know that this information is on the key card holder?!? When I complained about missing breakfast on monday morning I was told there was no manager available but one would be in touch. When I asked the name of the woman on reception she refused to tell me her name. I relayed this to the manager called Astrid, who emailed me that afternoon. I was informed that 'I will take your feedback to heart..I will also speak with the colleague who handled your check out to ensure situations like this do not occur again.' Then as a 'gesture of goodwill' she offered to compensate me and in a subsequent email informed me that she had 'made the compensation' and it would take three business days. Two weeks later, they have neither compensated me as promised or replied to my emails to clarify why they lied and are ignoring me. I would not have expected such an underhand and scheming response.A shoddy performance.
Aine
Stayed 2 nights in Apr 2025