Subject: Feedback/complaint on Recent Christmas Stay
FAO General Manager
Dear Joanne
I am writing to share feedback/ complain regarding our recent Christmas stay at The Old Inn. For several years, we have booked the Christmas package at Galgorm, and given the shared ownership, we expected a similar standard of experience—albeit on a smaller scale. Unfortunately, our stay did not meet these expectations.
Arrival and Spa Experience
On a positive note, the reception staff and porter were welcoming and informative. Our room wasn't ready ahead of time, so our bags were placed in the room when it was ready for us while we visited the spa, which we appreciated. The spa itself, although smaller, was very enjoyable. The treatments we received from Aimee and Amy were outstanding. However, I would suggest adding some background music to the spa area to enhance the atmosphere, especially during the festive season.
We did notice some discrepancies with the pricing. The treatment was advertised from £125 each, but we were charged £135 each, I'm not sure what the extra £20 was for? Additionally, gratuity was automatically added to the bill. While I later saw the 5% charge noted on the booking, I personally prefer to decide on tips myself.
Room Quality
Although the upgraded room was a thoughtful gesture following a booking error by reception , it did not reflect 5-star standards. There were paint splashes all over the bedside table, a broken lampshade, a bath that clogged, grout coming out of the floor tiles with what looks like silicone used to try to patch it up, and a mattress that was smaller than the bed frame meaning you bash your legs getting in and out. When lying down, we could see significant dust on the drapes and the upper parts of the four-poster frame. These issues detracted from what should have been a luxurious experience. I will forward photos of drapes.
Dining Experience
We encountered several challenges with dinner. We were running late but our room phone would not work, and despite trying for 20 minutes to reach reception by mobile, we were unable to get through to let reception know—resulting in us arriving late with no notice. Upon arrival at the bar, we were told it was walk-in only despite having a booking? We had no table reserved, so ultimately, the booking meant nothing. We were initially shown to an unsuitable low drinks table to eat our 3 course meal (included in our package) from and then to a spot beside a very loud performer. We went to the restaurant to ask what was what, as we were very confused with where our booking was actually supposed to be. We were escorted and seated back in the bar only because a table became free by chance. The process felt disorganized, stressful, and shambles, to be honest. What would happen to our booking if no tables became available?
Service throughout the meal was shocking. After finishing our first drink, we requested the wine menu with our starters. We like red wine with our main, but no one returned with a wine list. Our mains arrived and we were still waiting, while nearby tables were consistently attended to. When we finally did receive our wine list (that we had to ask for again) we once again had to ask for our wine order to be taken half way through our main, we had no drinks at all. Staff did not check on us again after our main was finished —no dessert menus, no offer of additional drinks, and no general engagement. We also had no offer of condiments. It eventually became uncomfortable, making us feel ignored particularly as we observed attentive service being given to other tables, including one with a dog beside us who were given dessert menu, eaten dessert and offered another drink all while we sat with nothing. At near 10 p.m, we had to get up and request dessert menus ourselves. When we finished our wine, we left and went to bed. It was pointless to try to enjoy sitting on for another drink in that atmosphere, I doubt the staff even noticed. Was this treatment because we appeared fussy in their eyes of an appropriate table?? Overall, the experience lacked any sense of hospitality or ambience, majorly disappointed and not enjoyed.
Additional Considerations
Back in the room, we noticed there was not enough milk provided for tea and coffee. We had a cup at bedtime, which didn't allow any for the morning, and our phone didn't work to ask for more. No free mini bar like galgorm? However more concerning, there was loud rumbling noise from the roof throughout the night, similar to an immersion heater or roof panel issue, which significantly disrupted our sleep.
Breakfast
Breakfast the next morning was nice but by that stage we were fed up and found even that hard to enjoy even though it was good food and better service.
Overall Assessment
Given the total cost of over £700, which is a hell of a lot of money, we left feeling really disappointed and feel like we mossed out on our normal christmas experience. The experience did not reflect the quality or value we associate with the Galgorm brand, particularly for a Christmas stay we were very much looking forward to. The drink prices also felt excessive—for instance, £5.40 for baby bottle of soda water to accompany a glass of wine!
While there were positive moments, several aspects of our stay required attention, and unfortunately, we would not choose to return based on this experience which is such a let down the the spa staff. A day spa visit, which we originally considered, would have offered better value and avoided the issues we encountered.
This has been emailed twice after your 3 emails asking for feedback and a further email has since been sent to explain how appauled we are in the lack of acknowledgement of our complaints!!! We didn't get a reply from this email either!!!
I've had better service in a 2star!!!!!!! Shocking!
IE
GB
NL