Portrush Atlantic Hotel

A let down. Over priced for the quality of the room and the food. Scruffy and dirty. Staff aren’t very pleasant nor dressed appropriately for a hotel. Food bland and tasteless. Bunch of young ones all gathered round a pool table shouting, quite intimidating.

Advertised as a 3 star hotel. I wouldn’t give it half a star. I am disgusted with the way a complaint has been handled by this hotel about issues we experienced during our stay. I contacted the hotel on three separate occasions, including directly contacting management, and have received no response or acknowledgement. Given the seriousness of the issues raised, I find this level of customer service completely unacceptable. Problems during a hotel stay are one matter; how a hotel chooses to deal with a legitimate customer complaint is another. Customers should not have to repeatedly chase a hotel simply to receive an acknowledgement, particularly when the complaint has already been escalated to management. As a business owner myself, I’m am appalled. To be completely ignored at management level demonstrates a serious lack of professionalism and customer care. At the very least, I would have expected the courtesy of a response confirming that my complaint had been received and was being investigated by management. This was a break for my companion who is a full time carer for an Alzheimer’s family member. I thought i would treat her to a stay here for a break and some relaxation. She left on the Sunday morning in tears with exhaustion after getting no sleep for 2 nights. I complained about the following: • Room windows rusted open and wouldn’t close therefore street noise kept us awake all night. Dirty towels left lying on the floor the following morning. Not picked up never mind changed. • No facilities/parking for blue badge holders - all booked up dispite being told there would be available parking at the hotel carpark a few weeks prior - we had to find street parking and walk to hotel which is difficult for her. • Reception doesn’t answer phones despite numerous calls on various days - when queried about this they stated they were too busy to answer yet only one member of staff was checking one couple in. The other member of staff was sitting on his mobile. • Dining room evening - ignored, waited over 20 mins before we enquired about being served, noisy, loud music, nowhere quiet to sit in the evening, no ambience - reminded me of Wetherspoons not a hotel only with very overpriced drinks • The most concerning aspect of our stay: Breakfast - the hot food was cold. I became very ill that evening with vomiting which is very concerning. So if food poisoning isn’t enough to acknowledge your customers you shouldn’t even be open. The stay was booked through Booking.com, and unfortunately their involvement did little to resolve the situation. I made Booking.com fully aware of the serious issues I experienced and they contacted the hotel directly on my behalf. Despite this, the hotel completely ignored both my complaints and Booking.com’s attempts to obtain a response. I found the lack of accountability from the hotel extremely disappointing, but I was equally frustrated by Booking.com’s inability to provide any meaningful assistance or resolution. When a customer has experienced serious problems during a stay and the accommodation refuses to even engage with a complaint, I would expect the booking platform to provide considerably more support. I’ll be using other platforms in future. To pay £350, to have an exhausted blue badge holder going home in tears, leaving feeling sick, stressed and ignored is disgusting.

Ideal location Breakfast really scrumptious bedroom very comfy bed large walk in Shower but no rail on the shower wall to hold especially for disabled On arrival I offered to pay for 4 nights but the Gentleman said it was already paid but I knew it wasn't out of our account Tuesday evening when we arrived up at our bedroom the scanner wouldnt accept our card On going to reception we were told it hadnt been paid but I said that I would pay now and did so I feel we were blocked because the account hadnt been paid And I had also phone last week to pay by phone and was told to pay whenever we arrived I feel this needs to be addressed that Reception Staff should be well trained when employed