Old Town Senses Boutique Hotel

jadelmage

Our room was fine, it was fine for last minute and the location was great. The staff who showed us our room seemed nice, but there is no breakfast as advertised on google and the wifi didnt work. These in my eyes are all forgivable because frankly we were only there one night and I don’t care that much! However, I did feel the need to write an email to the hotel to ask for some kind of compensation because there were honestly probably a total of 50+ mosquitos in the room. I could see they had been an issue because there were some dead ones on the walls from previous people killing them, and there were a couple of plug ins in the room. Every time I killed a few it would seem like 10 more appeared. I messaged what I thought was the number for the hotel over text, which turned out to be the wrong number and a landline so they never received it. The hotel management very proudly stated that there was nothing they could do for me because I never asked for help, even though when we went out for dinner and left in the morning there was no one at reception to help us. Their communications over email has been frankly appalling and embarrassing. I have attached a comment of theirs to demonstrate the lack of customer service here, when I expressed that I’d need to leave a negative review unless this was properly addressed. It seemed as though the mosquitos stopped when we covered the floor drain with a bath matt. I would avoid this place at all costs, unless you want to be covered in bites for the rest of your holiday and then be told it’s your own fault because you didn’t speak up the right way.

5 months ago

Rory

Nice hotel room and good price, good location. However, speaking with the staff from a customer service / complaint perspective has felt like dealing with an angry child. The staff have been responding by typing in capital letters at times and referring to complaints as 'blackmail' and 'threats'. For reference, there were two broken mosquito plugs in the walls and an endless stream of mosquitos - my partner is very sensitive to mosquito bites. To the staff: I'd really recommend that you upskill in customer service - it's not appropriate for your emotions to come through in this way when dealing with guests - either when replying publicly on forums like Google Reviews or privately on email.

4 months ago

Debbie Morton

Our room was one of the cheapest they have but it had all the beautiful touches that makes a hotel stand out, bathrobes, slippers etc. The location is fantastic too but the one thing that was outstanding was the service! From the day I first contacted them to book to our leaving they couldn’t have been more helpful, considerate and friendly. We had a problem with our ferry and they went out of their way to help us. I couldn’t recommend them any more highly.

6 months ago