we stayed in the carlton hotel galway on the 13th of June as part of the super value get away breaks, which is great value, the hotel itself is lovely,b staff very friendly, food is gorgeous, how ...
ever we were very disappointed as we traveled with a 4yr old and a 23month old to find kids club close and when we looked into this was told only avail in July and August, which is not what is advertised on the website, although on the last evening we were given the key for the playroom,but only for we asked it was not suggested, we found at time of our stay there was a lot of tours eg cie and this seemed to be the main focus of the hotel, staff very friendly our main problem was the kids club as this is what made us book hotel and as this was our only few days away, we spoke with another family who had booked as hotel had kids club ---
sinead kenny
Dear Sinead,
Firstly please accept my sincere apologies for the delay in responding to your email and thank you for taking the time to review your stay with us. We do appreciate it when our guests take the time to contact us as it helps us to see how we are performing against the needs of our guests.
I was glad to read that overall your family enjoyed the service that you received during your stay with us and I will certainly pass on your kind comments to our staff. I am sorry that you did not receive correct information from our website regarding the opening times of our children's club. As it is for our resident guests, the club generally runs over weekends when we have a number of children staying with us, and then we run it for school holidays and midterm breaks. I am sorry that it impacted on the enjoyment of your holiday. We do provide the service of babysitters, but I am not sure if this would have suited your requirements.
We do get a mix of business including groups/tours, families, corporates and couples and our aim is to ensure that each guest receives the same level of service and has a good experience with us. On this occasion unfortunately, we didn't fully fulfill this for you due to the children's club being closed for which I am sorry. We have since updated our website to ensure that the information is accurate for future guests.
As a token of apology, I would like to offer your family a favourable rate of €50bb on your next stay with us and your 4 year old is welcome to use the club with our compliments during your stay. As the club is for 3 years upwards you are welcome to accompany your 23 month old to the club to use the facilities.
If you would like to make a reservation please contact either myself or Fred, Deputy GM and we will be happy to look after your reservation for you.
Kind Regards
Siobhan Burke
General Manager
Accommodation
