Had booked a break in jersey as an alternative to a foreign holiday given the current climate & Jersey, specifically St Helier, came recommended by a former resident of the island. This wasn’t our first choice of hotel but the Radisson Blu & Royal Yacht Club were both unavailable for our full duration so option 3 was the Grand. How I wish we had considered other alternatives! Even before we arrived, I experienced some of the lack of friendliness when I called the night before arriving to see if we could upgrade our room but was met with a coolish response of “sorry, we’re fully booked” & when I asked about a cancellation list, I was promised someone would look the following day & update us on our arrival but this didn’t happen & we had to question again on check in rather than have this logged on our arrival.
When we checked in, the receptionist was adequate but certainly not welcoming or overly friendly. On asking about an upgrade, she indicated she knew I’d called the day before but “there was nothing [she] could do”. We were given a letter of hotel information (more about this later) & shown to our room but via a back lift as the main one wasn’t working & was waiting for the engineer to return & fix it. The carpet & decor on this way up was dated and shabby but we thought...Had booked a break in jersey as an alternative to a foreign holiday given the current climate & Jersey, specifically St Helier, came recommended by a former resident of the island. This wasn’t our first choice of hotel but the Radisson Blu & Royal Yacht Club were both unavailable for our full duration so option 3 was the Grand. How I wish we had considered other alternatives! Even before we arrived, I experienced some of the lack of friendliness when I called the night before arriving to see if we could upgrade our room but was met with a coolish response of “sorry, we’re fully booked” & when I asked about a cancellation list, I was promised someone would look the following day & update us on our arrival but this didn’t happen & we had to question again on check in rather than have this logged on our arrival.
When we checked in, the receptionist was adequate but certainly not welcoming or overly friendly. On asking about an upgrade, she indicated she knew I’d called the day before but “there was nothing [she] could do”. We were given a letter of hotel information (more about this later) & shown to our room but via a back lift as the main one wasn’t working & was waiting for the engineer to return & fix it. The carpet & decor on this way up was dated and shabby but we thought this may have been simply a back lift - little did we know this was the general decor throughout the hotel.
Our room was a good size & had a side park/ sea view but the blind cords were loose from their fittings, the windows struggled to close properly, the carpet was marked & a bit shabby looking & the floor creaked badly right across the room. The tiny bathroom was so ‘compact & bijou’ that you had to close the bathroom door to get the shower door open but as this opened out into the bathroom (it couldn’t have opened in the way, the shower was simply too narrow) you count leave the shower mat down as the shower door pushed it away when you entered & left the shower. The shower wasn’t a strong flow at all which made washing my long hair a challenge but was hot enough. We were disappointed with the quality of room but, as we’d been very clearly told the hotel was full, we thought there was little point in returning to reception to discuss options.
Back to the room information, on checking in, the receptionist mentioned a bit of paper if we needed anything for the room but what we hadn’t appreciated and what wasn’t explained either when I called before arriving or on checking in, the rooms are only serviced at most every 2nd day due to staffing shortages so on the non-servicing days, you document your requirements which are then left outside your room. The hotel does offer a £30 refund on days the room isn’t serviced but for a supposedly 5 star hotel, this level of service is disappointing and unacceptable.
On checking the dining options, we realised the Al La Carte restaurant wasn’t open that night (Tuesday) so we called reception to book a table elsewhere only to find there was no other options. For a fully booked, 5 star (!!) hotel, not to have enough options for guests again, isn’t good enough. They offered to sit us on a “stool or small occasional chair somewhere in the champagne lounge at some point” but couldn’t give us a time - perhaps understandably, we declined & ate out instead. We asked about booking the Al la Carte restaurant later in the week only to find it booked solid for at least a week or more. The terrace wasn’t opened until Wednesday & had a private reception on Friday so that option was limited too - thank goodness for external restaurants or we’d have lost considerable weight!
Ok, we thought, let’s go with things & see how we get on with less contact with housekeeping. At least it means we may get a lie in on non-service days - oh, how wrong we were! The following morning, from before 7am, the corridor became a constant banging & slamming of doors as the housekeeper serviced different rooms at the same time, walking in & out of each room but leaving the door to slam shut behind her. We counted 4 trips into 2 adjacent rooms near ours in the space of 15-17 minutes and the resulting 8 (!!!) door slams were intolerable. Then, she felt the need to use the phone outside our room to call her colleagues repeatedly & ask how they were getting on & which rooms they had done. As we were in night clothes, we thought it best to approach reception about this once we were up & dressed but on doing so, we were met with a patronising receptionist who promptly told us that the staffing shortages were to be expected in these difficult times & that “we all need to be patient”. Again, we stated that the door slamming, coupled with the road noise outside, which was considerable, meant we weren’t getting peace & quiet & we pointed out that we had specifically requested a quiet room on booking. However, once again, she made us feel a little patronised & insignificant saying “but if you want the views, these are the rooms you need to be in” I stated we hadn’t requested a view & hadn’t booked a sea view because the quietness was more important to us but again, she finished this with a “I’ve said we’re fully booked” so that was the end of that conversation!!
The following morning, once again we were woken with the door banging fiasco but, as it was clear there was no point in approaching reception, my husband resorted to opening our room door just after 7.30am & asking the housekeeper why she was slamming every door as she went in & out of multiple room - she was obviously servicing at least 2 rooms at the same time. She did apologise but said she couldn’t do anything else as the doors didn’t close quietly so my husband requested she get maintenance to check & fix this. We never did find out if this was done. This encounter though put us off having the housekeeping staff in our room so we reluctantly declined any servicing during our stay.
That evening, TV reception problems meant there was no TV channels at all so added to the lift which still wasn’t fixed, the sub-optimal housekeeping & the faulty jacuzzi in the pool area, the standards weren’t so much slipping as cascading downhill at a rate of knots.
However, the following morning, yet another housekeeper on duty and the door slamming debacle all began again before 7am. It was my turn to open the door in nightwear & ask for some common consideration. My retort back from this ‘lady’ was wholly different though! I watched her go into the opposite room & simply leave the door to slam behind her & this was 7.23am so I waited until she came back out & asked if she could please not slam the doors behind her as we were trying to sleep. She chose to answer “thank you” sarcastically back at me & walked away so I repeated my request and asked why this seemed an unreasonable ask. At this point she walked into the room beside ours, slamming the door once again so I called after her saying “Youre obviously not even sorry that you’ve woken us with this totally needless noise” She came back out & replied “Thank you for telling me” & walked into the next room slamming the door again - conversation over once again!!
By this point, although loving the island & generally finding the Jersey people friendly & welcoming, this wasn’t our experience of this hotel. We returned the first 2 nights from our evening meals out & walked past staff who didn’t even ask how we were or if we’d had a nice day or evening - common courtesies & expected if this indeed was a 5 star establishment.
We weighed up our options. Should we complain? No. We’d tried that & were patronised and felt disrespected. Should we go elsewhere? No - other better standard hotels were fully booked & there was every possibility that staffing shortages weren’t isolated to this hotel so we could cost ourselves more money but not get a better result.
This was Friday evening & we were due to check out on Sunday so we opted for trying to get an early flight home. We managed to change our flight at no cost so decided to leave on Saturday. Having already spoken twice to reception about concerns but not getting any satisfaction, we decided that we’d simply say we had to return home unexpectedly early which was truthful but saved any further upset for us trying to debate with staff who simply seemed uninterested at best & rude at worst. The receptionist I spoke with on Friday evening was one of the few who was helpful & offered to refund our final night which we gratefully accepted.
Our final morning, Saturday, was the worst for door-gate with the first slamming waking us at exactly 5.53am!!! Leaving at 8am, we went for our 1st breakfast of the week & wished we hadn’t bothered. Adam, who was working was indifferent & his dress (crumpled trousers & short tail hanging out) matched his lackadaisical approach. There was no explanation of where anything was or even if we’d had breakfast before so we were left to fend for ourselves. However, another suited staff member (tall & large older gentleman who we thought may be a manger) accompanied other guests into breakfast, conversing warmly & jovially. Was it just us who were disliked then?? Apparently others are treated very differently so we are left wondering what we did wrong to deserve this??? Worse, this manager was at reception when we put our keys in the checkout box & didn’t ask “how was our stay, had we enjoyed ourselves or even offer a friendly goodbye, safe journey home”! No, we got a terse “thanks” & we left without any further conversation or interaction.
This was the biggest waste of money we have spent in a long time & had there been an option for zero stars, I would have happily posted that. We will return to this beautiful island but will never darken the doors of this hotel again and will avoid all ‘hand-picked’ hotels in future if this is the standard.
Avoid, avoid, avoid - this is probably only a 3 star hotel, certainly not 4 star & most definitely NOT 5 star. You get much better service, manners, facilities & surroundings in many 3 & 4 star establishments.
PS, I note the response by the hotel manager in previous reviews so for information, we tried to discuss concerns, tried to get matters rectified and tried to discuss things with staff during our stay but if you can’t get facilities fixed, rooms cleaned appropriately & enough dining options for your guests, how can you extend confidence to your guests that you’ll address concerns?More
- Free Wifi
- Free parking