This was not our first stay at the empire hotel as previously we have enjoyed our visits here, but unfortunately this most recent visit was extremely disappointing! We booked thinking this would be a Christmas treat, but left feeling more than a little short changed and wondering whether we would come back again! When we booked we were led to believe the hotel would be quiet on boxing day/ evening, not that this would have been a problem. However, the hotel was very busy, the Sunday activities which obviously attracted many non residents to use the hotel facilities, appeared to overwhelm the usually efficient staff. The toilets in the reception area which are usually manned by a dedicated cleaning person, hadn't been cleaned for some time, wet toilet floor areas, and minus toilet paper. We arrived early to hopefully maximise our visit, but although we could register our rooms weren't available. This obviously wasn't a problem, as check in was at 2pm so we waited for the promised telephone call to say our rooms were ready. This didn't happen so at 2pm we asked at reception for our room keys, however, informed that only the twin luxury room was available. We accepted this, as at least we could change and go down to enjoy the pool facilities. The reception staff said they would ring us when the other room was available. Unfortunately the usually pleasant relaxing pool area was overly...This was not our first stay at the empire hotel as previously we have enjoyed our visits here, but unfortunately this most recent visit was extremely disappointing! We booked thinking this would be a Christmas treat, but left feeling more than a little short changed and wondering whether we would come back again! When we booked we were led to believe the hotel would be quiet on boxing day/ evening, not that this would have been a problem. However, the hotel was very busy, the Sunday activities which obviously attracted many non residents to use the hotel facilities, appeared to overwhelm the usually efficient staff. The toilets in the reception area which are usually manned by a dedicated cleaning person, hadn't been cleaned for some time, wet toilet floor areas, and minus toilet paper. We arrived early to hopefully maximise our visit, but although we could register our rooms weren't available. This obviously wasn't a problem, as check in was at 2pm so we waited for the promised telephone call to say our rooms were ready. This didn't happen so at 2pm we asked at reception for our room keys, however, informed that only the twin luxury room was available. We accepted this, as at least we could change and go down to enjoy the pool facilities. The reception staff said they would ring us when the other room was available. Unfortunately the usually pleasant relaxing pool area was overly busy, music blaring from the loud speakers, and the swimming pool water was very murky, we wondered whether the filters weren't working! This was no relaxing experience! Disappointed we headed back to reception at 4pm, enquiring about our room, which we were told was the room next to the twin room. Again we were told that the room was still to be cleaned and that the cleaning team " hadn't reached that floor yet!" however, after going back to the room we realised that in fact the promised room was actually still vacated and wasn't waiting for cleaning at all !! Obviously this guest had been afforded a later check out and we having booked 2 weeks earlier, were being made to wait until after 6pm to relax! This was confirmed when we visited reception for the 4th time, and discussed our concerns with a supervisor. She was very apologetic and after some negotiation we were promised a further two rooms in another location of the hotel with complimentary upgrade to " e club" facilities. However, this did mean that we had to shower and change in our sons room and then we all moved to the other area. We accepted that it was an unfortunate episode, and the supervisor was indeed very apologetic, but it was disappointing especially as it was only a one night stay. Unfortunately the promised e club facilities were very poor. The staff although pleasant again appeared to be over whelmed although there weren't that many guests using the e club dining area. Possibly many of the staff had been given their annual leave?! At this time?! Our breakfast was a very slow affair, and cold when it finally arrived, we sent x2 breakfasts back, this was after having to repeat the order several times. Why didn't they write the breakfast requests down instead of getting the orders confused? we waited, and realised that the breakfasts are sent from the main kitchen area, some distance away! And not from the assumed kitchen on level 6 ! We also realised that we would have enjoyed the buffet breakfast in the main dining room as per our original booking,much better, particularly as the e club dining area was a smaller area and we were forced to hear the noisy fellow child guests, running around! They were also bored waiting for their breakfasts!! We eventually received our now hot breakfast but after such a long wait which also included having to request cereal bowls and glasses for the juice, we didn't enjoy. What a disappointment! due to the room mix up we were also provided a late check out until 6pm, which was a good thing as the bowling wouldn't have been available otherwise. This was a promotional offer with the room and breakfast included, and at time of our booking, 2 weeks previously, we asked if we had to pre book the bowling lane. The receptionist informed us that because it would be very quiet during our stay than this wouldn't be necessary! We now wonder whether she had worked at another hotel at Christmas time?! This isn't a budget hotel and as stated we have been impressed on previous visits, but on this occasion we left feeling a little ripped off and wondering if the hotel had taken advantage!!More
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