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Hotel bellissimo

Went back this hotel after a break of a few years for a tribute night with family. The rooms were quite decent on the top floor but the service was absolutely shocking in every aspect of the hotel. I don’t think we would return to this hotel I’ll explain….. On arrival we dropped out bags in the room and went downstairs to the bar for a few drinks - every single draft beer/lager was off and only bottles were being sold. This was really dissapointing there was no explanation from the bar staff who all appeared very miserable. Next we went downstairs to the party room and waited in the foyer with others and the beers were all off again on this separate bar too. Then I ordered some drinks and was told “we are only taking cash”. I asked why and the bar man said the card machine had broke. I explained I had no cash on me to which he replied I would have to get drinks upstairs! This wouldn’t be that bad but it was up 3 flights of stairs and a real inconvenience for the whole night having to go upstairs to pay for bottled drinks. Anyway after waiting for a minute a few people began to complain and a young man with blonde hair came behind the bar and I’m not joking shouted at everyone waiting “the card machine is off if you want a drink go upstairs” very rudely. One woman asked to speak to the manager and he actually shouted “I am the manager” very rudely - no apology or help or anything. It occurred to me after that they could have just charged the room or charged the table but nothing was offered or any help given he was clearly under pressure and his customer service was absolutely shocking everyone was gobsmacked! So the night went on and the disco finished at 1 am I think but bizarrely the bar in the hotel shut an hour earlier so we couldn’t have any drinks for the last couple of hours as the card machine was off all night ! You couldn’t make it up…. The disco was good fun, meal nice but then a gain in the morning the service let it down. Went down to breakfast and was told our room hadn’t paid for breakfast - we stood at the entrance whilst the woman greeting us walked off for about 10 minutes came back and just said “follow me”…. No apology, explanation or anything and yes we got breakfast which was actually not bad. The service was so poor it did actually really dampen our stay and I think most people were annoyed to…. Mistakes happen but you only want a smile, apology or explanation and instead we were spoken to almost like a visit to “Karen’s diner” . I’ve attached a photo of the state of the bar too!

C'era un problema quando ci siamo prenotati in hotel come abbiamo passato attraverso Trip.com e il ricevente ha detto che non avevamo pagato perché non avevano ricevuto conferma da terzi. Abbiamo spiegato che avevamo pagato le avevamo mostrato le informazioni pertinenti sul mio telefono, ecc - ma abbiamo ancora insistito che dovevamo pagare . Abbiamo aspettato circa 40 minuti alla ricezione mentre abbiamo aspettato che il ricevitore e il manager fossero in camera di ritorno per ordinarlo.Infatti, questo ci ha fatto ritardare per il nostro pranzo serale - che dovevamo perdere - e essere ritardati per la nostra riunione al Teatro Royal - che abbiamo anche perso - ha rovinato la serata - ma le strutture e il personale dell'hotel erano favolosi - soprattutto la giovane ragazza che ci ha servito colazione al mattino.x

This was our first visit to this hotel or any hotel in the group and to be honest we were not quite sure how things would go. This is the first time we have booked an all-inclusive deal at a UK hotel. In short, it was amazing! I will not pick out any individual staff because the would be a disservice to the superb teamwork that absolutely everybody put in to making the guests feel welcome. This is a team that the hotel manager and the group manager should be proud of, from the initial arrival from the front of house team, to the bar and the restaurant and the housekeeping this was one of the most sincere, friendly and professional teams I have had the pleasure to meet in all my years and hundreds of different hotel visits. The room (114) had been recently refurbished and the work had been completed with style and thought for the needs of the guests. The room has a walk-in shower that I requested due to my knees feeling like it is about 20-years older than the rest of my body! The all-inclusive option works really well and there is a good range of choices on the menu. You can also upgrade, if you want a steak for example, for a minimal additional charge ... great value and certainly something I will do again. This visit came at the end of a very stressful six months in our lives where we have not been able to get away for any sort of break and it turned out to be the best kind of break we could have wished for. We both felt the stress melting away as each day passed. Thank you to every single member of staff, be proud of your professionalism and willingness to make us feel so welcome. UPDATE: We made a return visit to the hotel in August 2024. I know that often people say 'do not go back' but on this occasion it was an excellent decision. We again stayed on the all inclusive package for two night and were as happy with the stay as we were the first time. Very nice spacious room (226) that was clean and very comfortable. The food was excellent and we did treat ourselves to an upgrade on the menu on the second night. A special shout out for David who seems to only have one speed, about 100mph. He recognised us when we arrived and seemed to be everywhere, always doing his absolute best for the guests. Two visits and both have been excellent. Highly recommended

Was a good night sleep despite our worries when first arriving very buisy outside main roads and shopping centres but inside the room it wasn't too bad was clean and comfortable everything we needed had to get some extra tea milk and sugar but nothing to much trouble

Rimasto poche notti non poteva aspettare di lasciare le camere di fronte in hotel si sentiva diverso da uno indietro non chiedere perché occuparsi di fronte penso ma non male se hai solo bisogno di un letto e doccia 🤩🤩🤩