Usuario invitado
12 de diciembre de 2021
My wife and I stayed at the Cisswood for a one night break before the madness of Christmas. We booked a Suite with dinner and breakfast included. The suite was fantastic; with a huge lounge with TV and double sofas, a massive bedroom with extra large (and really comfortable) bed and a sizeable bathroom with separate shower, double sinks and deep bath. It was clean, well Decorated and well maintained. Unfortunately there was a hot water issue which took an hour to resolve, but the staff couldn’t have been more helpful. Once reported, maintenance turned up quickly and Sam on the desk rang us repeatedly to provide updates and check in on us. She arranged for our dinner reservation to be pushed back to give us time to prepare once the water was fixed, and sent up a seafood sharing platter as an apology; to keep us going before dinner. During dinner, the manager visited us at our table to apologise for the water problem and presented us with a bottle of Prosecco which was a really lovely touch. Later, Sam from reception also introduced herself and again apologised. In my opinion, mistakes and problems happen, but it’s how things are dealt with that makes the difference, and the hotel could not have done a better job. Our stay was not ruined by the problem; rather enhanced by the experience of being made to feel attended to and valued. There was a Christmas Party event happening in the hotel which most guests were attending but we heard no noise from our room and slept soundly. Also worth mentioning that the lady who looked after us in the restaurant warned us that there might be a delay in the food due to the Christmas Party making the kitchen busy, but we did not experience any delay and she looked after us perfectly….and the food was amazing! A huge thanks to the staff! Amazing team!
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