My husband and I were 'gifted' a 'Romantic Retreat' in the Kingsmills, - Delux room, fruit, champagne, dinner bed and breakfast. Also a voucher for Signature Lux massage in the new Kingsclub building. When we booked, we specifically requested a room in the 'main hotel' as we wished to make use of the Pool facilities.
On arrival, we were informed we would be staying across in the Kings Club facility ! Once we explained our original request, we were allocated a room in the main hotel. Our room was spacious with a lovely big king bed but overall 'tired' in appearance. Horrible view of a flat roof! Furniture shabby, bedside lamps and hall light did not work. was delighted to discover a 'spa' bath but then devastated to discover it did not actually work, water was lukewarm.
Fresh fruit in room as promised turned out to be 3 wizened golden delicious apples - fit only for the bin.
Champagne eventually arrived - an hour after our arrival. Bar fridge was empty.
Enjoyed pool, steam room etc butagain let down as sauna was out of order.
We were informed that our 'romantic retreat' voucher would not cover us for dinner in the dining room (as specified on the voucher), instead we would eat in the Conservatory with a £30 pp voucher for food.
Service was extremely slow, we were nearly finished our starters before our drinks arrived and we had to request a glass of water 3 times before it arrived! Our meal was delicious when it eventually arrived.
Signature luxury massage also bit disappointing - took approx 35 minutes - no sign of the hot candles, herbal tea etc .......
All in all, we were disappointed. This was a Christmas gift, purchased at our friends expense to give us a lovely treat and I think we were a bit short changed on the whole. A 4 star hotel which offered us 2 star quality.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Thank you for your guest review.
Further to your recent stay at Kingsmills, your review on trip advisor and your subsequent visit to see one of our duty managers I did write to you to apologise for your experience. It is never our intention for our guests to leave our hotel dissatisfied.
Following your complaint I have investigated your complaints:
Your initial booking was for a Romantic Retreat which included two nights’ accommodation in a deluxe room and a bottle of Moet et Chandon. Our reservations department had looked at your booking and thought they were doing you a favour by up grading you to a “Retreat” room in the Kingsclub; you had been allocated room 702 which is the best room in the house, where your chilled champagne was waiting for you. However I am aware that on arrival you declined the upgrade which we were not expecting and you were allocated our last available Deluxe room and hence the delay in bringing the champagne from your initially allocated room to your revised room.
I am a little confused at your comments regarding your dinner options. We have for a number of years now allocated each guest on a dinner inclusive rate a voucher per person to the value of £30 each for dinner. This gives you the customer the choice and flexibility to choose whether to eat in our Inglis restaurant which is a fixed price table d’hôte restaurant, our conservatory a la carte menu or to have room service. I apologise if this was not made clear to you however this has been our policy for over two years and all associates are normally very good at explaining this.
The fridges in the Deluxe rooms are simply just fridges, the only rooms which have mini bars are the Kingsclub rooms.
I am aware that you both also had a spa treatment. I am aware that your husband was booked in for one of our Lux Signature treatments. On investigating with our therapist, I am being told that during the consultation which is a critical element of the treatment that he did not want to have the facial element of the treatment and was given a voucher back as a result of the treatment being cut short with no facial. I apologise that our associate got the communication wrong as she was under the impression he did not want the rest of the experience either and opted for a full body massage, hence no candles or herbal tea.
As I said at the start of the letter it is never our intention to under deliver any experience, I am sorry we have got this wrong on this occasion.
Since you posted your guest review I have personally be in touch with you and I have received your e-mail to say you are happy with my resolution.
I look forward to welcoming you back to Kingsmills hotel for your next stay.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC