Lough Erne Resort Reviews 23

We stayed one night last night in lough Erne resort. We have been here previously and absolutely loved our stay, however last night we returned to our room from being at the Thai spa only to find our bedroom door wide open, all personal belongings on full view with room service standing in the door way, we asked if we could enter our room. We where made to stand awkwardly as the beds where stripped for absolutely no reason. We enquired why our beds where being stripped as check in is at 3pm and there was absolutely no need for cleaners to be in our room after only arriving, we where told there was blood on our sheets and they had to change the bed. I am absolutely disgusted that we where allowed to enter into a room where the bed sheets had not been changed, if we had entered the bed beforehand we would have been lying on another persons blood as obviously the room was not ready for our arrival. This is absolutely disgusting. We felt as if our privacy was completely violated as NO permission was given for staff to enter into our room with there own key whilst we where away. We where so upset by this and decided to complain to staff at front desk immediately, who where not friendly whatsoever and didn’t return with an explanation as to why there was blood on the bed or why we where allowed to enter a room which was not cleaned nor bed sheets changed. We where repeatedly told this is a 5 star hotel by the receptionist but honestly this is anything but 5 star… so disappointed and would really make me think twice about staying again. I would have expected an explanation at the least.

I was left very disappointed having organised a Christmas Day lunch for 22 of my family at £105 each excluding drinks. I had gone to great lengths by agreeing dietary and other requirements by email in advance and even visited on 24th to check all was as agreed.
I was disappointed on how it looked on 24th but I was assured the room would be decorated and the tables would have linen and decorations for Christmas Day.
On arrival the tables looked more like a works canteen Christmas lunch. No linen on the tables apart from white napkins which would always be there. The only decoration on the table was a cheap Christmas Cracker. The Christmas tree and fireplace was lovely but there was no improvement from the day before.
I had expressly requested:
bucksfizz to be offered on arrival;
cordials on the tables; and
special dietary requirements,
particularly for an autistic boy;
were not in place and I was constantly having to get up and down to get contact from waiting staff.
I had previously been sent the menu and everyone chose their meal in advance which the chef had been given 3 days beforehand. On 24th lunchtime I went for a meal to check it out, I wasn't assured everything was in order as planned. On Xmas Day the menu had changed.
There was no bread with any of the starters, the smoked salmon starter was a third of the size of the regular smoke salmon starter normally served there.
Even when I explained there was meant to be cordial on the tables they returned with one bottle per table of 10. No more appeared.
We were the first to arrive on time at 1pm and still had not been offered coffee by 4pm.
When half my guests were leaving and all the other tables were being served coffee, I had to get up and explain we did not have our coffee, but it was too late for half the guests with a long journey ahead of them. I had to get up again to say we had not received any sweet tasters with the coffee.
Waiters started clearing tables whilst some guests were still eating.
I tried on numerous occasions to get waiters attention to no avail, and had to resort to getting up and going to get a waiter or shouting 'excuse me' across the room to get attention.
One waiter was stood for sometime looking around the room as I tried to get his attention, not once did he look towards the guests.
I tried to book a table for 6 for 1pm on the 27th for those who could not attend Xmas day due to Covid and I was told it was fully booked. I explained their absence on Christmas day and a very nice lady asked if everything was okay on Christmas Day and I told her no. She immediately said she would speak to the deputy manager and call me back, which she did. She booked the table for 6 and offered a complimentary two course lunch for 6 for 27th. Strangely we were the only ones in the restaurant until about 3pm.
The 24th and 27th could not have been better, the food excellent, the service exemplary, but the special Christmas Day was a massive let down on organisation, presentation and service. With the exception of not providing bread with the starters I have to say the food was superb.
I would not use it for a special group function again, but I would drop in for lunch or dinner if I was passing.

Through my business we received vouchers for 2 nights b&b with 1 evening meal. The vouchers were negotiated to include bank holidays, the only reason we accepted the deal. On trying to book for the Easter weekend, which they had guaranteed would be included, the reservations department refused to accept the booking stating first that it was not included and then that they had no spaces left. Yet on their website and other booking sites there were multiple rooms of all types available.

After discussions with other businesses in the area that also took the deal on the same basis, I discovered that they were not honoring the vouchers for anyone. We all wanted to book for the Easter weekend because we are all in the position that this is the only easy time we can get away.

It is quite clear that this very poor excuse for a hotel never had any intention of honoring the vouchers they issued for bank holidays, even though they issued them as having bank holidays included.

This blatant dishonesty, for me, makes this only a 1 star hotel, and I begrudge even scoring them that high.

It's time they realized that 5 stars is more than location and facilities, customer service and honesty are actually much more important.

I did try contacting the general manager, complete waste of time, he immediately came across as being completely clueless where customer service is concerned.

So now we are left with vouchers that we have paid for and cannot use before they expire on 31 May. That is probably a blessing though because I am now so angry at them there is no way I would enjoy staying there anyway.

My advice never accept vouchers from this hotel, they are worthless, and secondly just don't ever book this hotel.