NorthernAtlanticRacer
Apr 5, 04, 5:24 am
Trip Report:
Conrad Mount Juliet, Kilkenny, Ireland
21 March – 25 March
More than just a few shadows – a mixed review
I have sent this review also to management; I will keep you posted on answers received.
After some thought, we finally decided where to use the remaining GLON. Mount Juliet, a hotel with a formidable reputation. Let´s just say, that what I have seen does not add to this reputation.
1. Before Arrival
Travelling with wife and 2yr old son, I have come to value a suite more than ever. The fact that once the kid is asleep, I do not have to sit in a dark room for a hour or so, until he is really gone, has made suite upgrades all the more welcome. I e-mailed staff and requested their view on upgrade availability, and also on whether I could secure an upgrade by paying an additional fee. After some (unsuccessful) negotiations, I ended up agreeing to pay EUR 120/night for an upgrade, which should include breakfast. OK, it should as Hilton Gold anyway, but so be it.
A few days before we arrived, I was presented with a choice of a Superior Double or Rose Garden Suite. I took Rose Garden, as these units have a kitchen, 2 bedrooms etc. Sounded nice enough and just the right thing with a toddler.
Although the e-mail exchange was very pleasant, after having completed the stay, I cannot help but feel a bit shortchanged. The Rose Garden rooms were NOT booked in their entirety, rather on every night of our stay at least 3 or more were available. I cannot assess whether the main house was fully booked. Be its as it may, a slight feeling of lack of interest in HiltonHHonors and providing upgrades prevails.
2. The Grounds
Driving onto the hotel area is very impressive; the golf course – although I did not get to play – is immaculate, the grounds itself pretty and very well kept. The different areas of the estate are easily accessible on foot, and lend themselves to a bit of walking, running, or just relaxing. ^
3. Check-In
Gold Recognition: Close to zero, as in: Yes, we have that number. Otherwise friendly and efficient.
4. Gold Recognition throughout stay
Zero. Neither letter, nor goodies, nor have the points posted as of yet. :rolleyes:
5. The Room
Oh well, this is where the place really was not even close to standard.
I had requested an early check-in, as our flight was early. Luckily enough, at about 12:30 we opened the door to our Rose Garden Suite.
Looking at each other, we thought that maybe housekeeping was a bit time pressed to have done anything more. The room was in a rather sorry shape. Suffice it so say that we used baby wipes to clean nightstands, toilets and more. The bathroom was graced by a spider web, that had dust settled on it. The spider web was situated right next to the mirror, about eye level. :(
Under the bread, which was placed in the kitchen, the rotting crumbs of some other guests were left as a nice reminder that cutting breads produces crumbs.
OK, decision-time: let´s wait, probably they did not have time, and will a do decent cleaning tonight or tomorrow.
As we started to look about further that night, the situation become worse, or rather, we noticed more and more issues: the curtain drapes were covered with stains that seemed to be chocolate. At least I hoped for it to be chocolate. Trying to close them did not work all that well, as they were not fastened to the rail:; also, that piece of wood sitting in the living room suddenly become clear: it was the end piece of a railing. Creative decorating.
The table was still covered by stains from rims of glasses, the floor in the dining area informed us that someone before us had tested whether raisins left on the floor would look good on wooden floor. Tea bag packs under the radiator, windows that were last cleaned when Y2K seemed to be an issue. The list continued on, with the curtains hanging on a thread or two, the carpeting ripped at the edges, bigger stains on the carpet, that looked like dog piss. :mad:
Great, I thought: 100.000 points for 5 nights (night 6 was booked solid they said), plus 120 EUR/night, and then this. Good deal!
Next morning, after a very good breakfast with the nicest staff, we drove off. The day before I had requested twice for the heater in the bathroom to be fixed: unsuccessfully so far.
Returning after lunch, our hopes were crushed: not that housekeeping had decided to clean the place; rather, they seemingly decided to also leave some crumbs on the floor, which my son had produced while trying to eat a granola bar.
And the heater still was not fixed.
I then proceeded to the font desk, wishing to know whether house keeping was not available in the Rose Garden Suites. It should be, I was informed. To cut the story short: after some more phone calls, house keeping came again. The result? The spider – web was gone. In its stead, I was given a few long, black hairs in the bath room sink. Not mine, I am balding. The stains were treated with vile smelling chemicals. If you ever had a dog, you will remember the smell that is produced by trying to clean old stains with chemicals. Ouch…
Then again being contacted, I just mentioned that and voiced my view, that obviously, this place does not get it. I also mentioned that it seemes doubtful to me, whether other rooms are in better shape. Well, we moved – to another room across. And got a bottle of wine and a small box of chocolates.
The interesting part was that before we moved, about six or seven people went into that suite and were gone for about 2 hours. Makes you wonder. However, I also noticed that our original suite was being cleaned and seemingly given a once-over the next day. My assessment, that this room was set apart for awards was, well, lamely protested.
6. Service
Service was excellent in both restaurants. Otherwise, see above. I also do believe that it is not up to standard to have to ask 4 times for the mobile phone charger forgotten during our move. I finally got it on our last day, as we were packing.
7. Overall
A beautiful place, with a lot going for it. It just does not provide the standard of service, or attention, I would expect to find in such a property. The way our complaints were handled was sufficient. Not more. Not a note, or a call, or some other sign of taking care. For a 5* hotel, this was not acceptable.
The rooms at the main house may be in a better shape, thus please do not equate this review with a review of the main house. Also, bars at the main house are very nice, cozy and well maintained.
In comparing the Mount Juliet to the original – Westin Turnberry – Turnberry comes out ahead in nearly every respect, by a wide margin. From lodges to hotel, from Spa to service: except breakfast in the main house. Due to the kitchen and the wonderful service Mount Juliet is ahead in this area.
Conrad Mount Juliet, Kilkenny, Ireland
21 March – 25 March
More than just a few shadows – a mixed review
I have sent this review also to management; I will keep you posted on answers received.
After some thought, we finally decided where to use the remaining GLON. Mount Juliet, a hotel with a formidable reputation. Let´s just say, that what I have seen does not add to this reputation.
1. Before Arrival
Travelling with wife and 2yr old son, I have come to value a suite more than ever. The fact that once the kid is asleep, I do not have to sit in a dark room for a hour or so, until he is really gone, has made suite upgrades all the more welcome. I e-mailed staff and requested their view on upgrade availability, and also on whether I could secure an upgrade by paying an additional fee. After some (unsuccessful) negotiations, I ended up agreeing to pay EUR 120/night for an upgrade, which should include breakfast. OK, it should as Hilton Gold anyway, but so be it.
A few days before we arrived, I was presented with a choice of a Superior Double or Rose Garden Suite. I took Rose Garden, as these units have a kitchen, 2 bedrooms etc. Sounded nice enough and just the right thing with a toddler.
Although the e-mail exchange was very pleasant, after having completed the stay, I cannot help but feel a bit shortchanged. The Rose Garden rooms were NOT booked in their entirety, rather on every night of our stay at least 3 or more were available. I cannot assess whether the main house was fully booked. Be its as it may, a slight feeling of lack of interest in HiltonHHonors and providing upgrades prevails.
2. The Grounds
Driving onto the hotel area is very impressive; the golf course – although I did not get to play – is immaculate, the grounds itself pretty and very well kept. The different areas of the estate are easily accessible on foot, and lend themselves to a bit of walking, running, or just relaxing. ^
3. Check-In
Gold Recognition: Close to zero, as in: Yes, we have that number. Otherwise friendly and efficient.
4. Gold Recognition throughout stay
Zero. Neither letter, nor goodies, nor have the points posted as of yet. :rolleyes:
5. The Room
Oh well, this is where the place really was not even close to standard.
I had requested an early check-in, as our flight was early. Luckily enough, at about 12:30 we opened the door to our Rose Garden Suite.
Looking at each other, we thought that maybe housekeeping was a bit time pressed to have done anything more. The room was in a rather sorry shape. Suffice it so say that we used baby wipes to clean nightstands, toilets and more. The bathroom was graced by a spider web, that had dust settled on it. The spider web was situated right next to the mirror, about eye level. :(
Under the bread, which was placed in the kitchen, the rotting crumbs of some other guests were left as a nice reminder that cutting breads produces crumbs.
OK, decision-time: let´s wait, probably they did not have time, and will a do decent cleaning tonight or tomorrow.
As we started to look about further that night, the situation become worse, or rather, we noticed more and more issues: the curtain drapes were covered with stains that seemed to be chocolate. At least I hoped for it to be chocolate. Trying to close them did not work all that well, as they were not fastened to the rail:; also, that piece of wood sitting in the living room suddenly become clear: it was the end piece of a railing. Creative decorating.
The table was still covered by stains from rims of glasses, the floor in the dining area informed us that someone before us had tested whether raisins left on the floor would look good on wooden floor. Tea bag packs under the radiator, windows that were last cleaned when Y2K seemed to be an issue. The list continued on, with the curtains hanging on a thread or two, the carpeting ripped at the edges, bigger stains on the carpet, that looked like dog piss. :mad:
Great, I thought: 100.000 points for 5 nights (night 6 was booked solid they said), plus 120 EUR/night, and then this. Good deal!
Next morning, after a very good breakfast with the nicest staff, we drove off. The day before I had requested twice for the heater in the bathroom to be fixed: unsuccessfully so far.
Returning after lunch, our hopes were crushed: not that housekeeping had decided to clean the place; rather, they seemingly decided to also leave some crumbs on the floor, which my son had produced while trying to eat a granola bar.
And the heater still was not fixed.
I then proceeded to the font desk, wishing to know whether house keeping was not available in the Rose Garden Suites. It should be, I was informed. To cut the story short: after some more phone calls, house keeping came again. The result? The spider – web was gone. In its stead, I was given a few long, black hairs in the bath room sink. Not mine, I am balding. The stains were treated with vile smelling chemicals. If you ever had a dog, you will remember the smell that is produced by trying to clean old stains with chemicals. Ouch…
Then again being contacted, I just mentioned that and voiced my view, that obviously, this place does not get it. I also mentioned that it seemes doubtful to me, whether other rooms are in better shape. Well, we moved – to another room across. And got a bottle of wine and a small box of chocolates.
The interesting part was that before we moved, about six or seven people went into that suite and were gone for about 2 hours. Makes you wonder. However, I also noticed that our original suite was being cleaned and seemingly given a once-over the next day. My assessment, that this room was set apart for awards was, well, lamely protested.
6. Service
Service was excellent in both restaurants. Otherwise, see above. I also do believe that it is not up to standard to have to ask 4 times for the mobile phone charger forgotten during our move. I finally got it on our last day, as we were packing.
7. Overall
A beautiful place, with a lot going for it. It just does not provide the standard of service, or attention, I would expect to find in such a property. The way our complaints were handled was sufficient. Not more. Not a note, or a call, or some other sign of taking care. For a 5* hotel, this was not acceptable.
The rooms at the main house may be in a better shape, thus please do not equate this review with a review of the main house. Also, bars at the main house are very nice, cozy and well maintained.
In comparing the Mount Juliet to the original – Westin Turnberry – Turnberry comes out ahead in nearly every respect, by a wide margin. From lodges to hotel, from Spa to service: except breakfast in the main house. Due to the kitchen and the wonderful service Mount Juliet is ahead in this area.