Guest User
June 27, 2024
We stayed at the Gara Rock for our 'mini-moon'. The hotel's setting is absolutely stunning. Sadly it just doesn't meet the grade of comparable hotels. Simple touches were lacking (e.g. over dinner having to ask each time for our wine to be topped up, our mains arriving just as my wife had left the table, breakfast plates arriving before our bowls were cleared so we end up holding them while they serve us, no proper wardrobe or clothes storage in the room, massive dead plant on our balcony). Not big things but important details. The evening meal I should say, was absolutely fantastic - friendly staff, faultless menu, quality local ingredients, really well cooked and presented. The gardens are also beautifully cared for. Our main issue was with the way they handled an unfortunate accident. As a member of staff carried in our luggage (the welcome email encourages you to leave your luggage in the car for them to collect), the handle broke on a gift bag containing a bottle of champagne and 30-40 unopened cards from our guests. Our plan to sit on the balcony, sip champagne in the sun and open them together went out the window as we had to quickly tear the envelopes off and put the cards in the sun to dry as ink began to run. The staff who dealt with it were extremely apologetic and themselves dealt with it really well. We understand it was an accident, but it was another detail lacking - when a guest has a gift bag which clearly has more in than it was designed to carry and was a precious cargo - hold it by the bottom, not the string handle (or leave it in the car). Damage done, the staff were kind, keen to help and quickly replaced our champagne, but the moment was gone. A bottle of dropped champagne alone we would have hoped to be replaced, but given the soaking of cards and gifts we expected to then hear from the hotel manager once we'd sorted ourselves out, to see how we were and what else they could do to help us enjoy our stay. But nothing. In the morning we asked for a late check out but as the room was booked again that night we were only able to stay a short while in the room (which was understandable). When we explained our disappointment on check out the general manager seemed to have no grasp of the impact the accident had had on our experience at the hotel. She actually laughed while my wife described how it had upset us. It had clearly not crossed her mind that an offer from the hotel (can we buy you cocktails?) the evening before would go such a long way and it seemed we should just be grateful for the replacement of the champagne. That the general manager had no grasp of the importance of a good experience at the hotel showed how that lack of attention to detail at Gara Rock clearly comes right from the top. In the end as we stood at the check out desk it came down to a "what do you want, then?" through her gritted teeth. And the bill for our evening meal and wine was waived. Had she offered that the evening before we'd probably h