HILLGROVE HOTEL

Traveller 007’s review is completely out of order and does not accurately reflect what took place. As a regular guest who was present throughout the incident, I feel it is important to provide an accurate perspective, as I personally heard the conversation and witnessed what occurred. The situation arose when the guest was asked to make the required payment. From what I witnessed, the customer did not handle the matter calmly. The guest became increasingly loud and confrontational, repeatedly stating that she was stressed while directing her frustration towards the staff. The female member of staff was visibly distressed and eventually had to leave the front desk to seek assistance from a senior manager. This was extremely uncomfortable to witness. I know the staff at this hotel well and have always found them exceptionally courteous, attentive, helpful, and professional. On this occasion, they continued to conduct themselves with considerable patience and professionalism despite the circumstances. It is genuinely sad that, in today’s diverse society, people can still be treated differently because of who they are. We live in a multicultural world where everyone deserves to be treated equally, with dignity and respect. Guests are perfectly entitled to raise concerns, but that does not justify treating staff in an intimidating, hostile or disrespectful manner. Having personally witnessed the incident, I believe the review does not fairly reflect what actually took place.

From the moment I contacted the hotel by phone, I found the tone of the desk manager dismissive and unnecessarily stressful. Things became even more disappointing when I arrived to check in with my 85-year-old father. There was further hostility and unnecessary stress surrounding the card payment. This was particularly upsetting and completely out of place for what is supposed to be a four-star hotel. The Head Manager was called and, unfortunately, was also dismissive. Their response was simply, “I will look into it,” with no meaningful assistance or attempt to resolve the situation. We were given no assistance in finding our room or with my elderly father’s luggage, which was particularly disappointing given the circumstances. For the price we are paying, especially for just one night, I expected a far higher standard of service and hospitality. Instead, the experience has been stressful and upsetting, and unfortunately the very start of our stay has already been ruined. Overall, I am extremely dissatisfied. I will be taking this matter up with head office, as I do not feel the level of service we received reflects a four-star hotel. Based on this experience, I would not recommend staying here unless absolutely necessary.

Great location and plenty of car park spaces. From the moment we walked in the door we had nothing but smiling, friendly, helpful staff. Rooms were very clean and spacious. Bathroom was spotless. Great value for money. Great variet for the kids club. Nice quiet atmosphere. The food was delicious, hot and fresh both dinners and for breakfast.