Slipping Service (Hilton Bath Waterside)

Member Name: KathrynPenguin

Product:	Hilton Bath Waterside
Date:	30/10/00 (128 review reads)
Rating:

Advantages: Well located

Disadvantages: Poor service, falling standards, rising prices

The Hilton Bath Waterside was previously the Swallow Bath. I was staying there 2 years ago when the Hilton group took over the Swallow group. Last year I visited the hotel twice in March. The first visit was fine the service was great and the facilities were up to their usual excellent standard.

Two weeks later I visited the hotel again and it had turned into a Hilton rather than a Swallow. The satellite TV had gone, the restaurant had changed completely and the menu was somewhat dire. The service was appalling, the bar ran out of Lager on the Sunday and their delivery wasn't due till Wednesday.

During dinner on Sunday night we were subjected to uncontrolled children running around screaming and shouting. Believe me when I say screaming and shouting, it was unbearable. When we asked the staff to do something we were told "they are in a private function". I pointed out that they were not in the private function but were running about the bar and restaurant area like it was a playground and was told "sorry there is nothing we can do!". I complained to the manager about this when I was checking out the next day and was again told the staff had been unable to do anything as the children concerned were "in a private function". I left him in no doubt as to my feelings on the competency of his staff that the mindless drivel of his statement. I did this very loudly and in front of a coach party who were checking in at the time.

The final straw came with my bill. The weekend rate was as stated but the Monday night rate had increased by £20. I pointed out that only 2 weeks ago it had been cheaper and that my company had been quoted the cheaper rate when they booked. I was told sorry that's the rate now. I let forth another rant about paying extra when the service and standards have slipped so much. Thankfully my company was paying not me and they have removed this hotel from their approved list now follo
wing my request that they do so. When I visit Bath this year I shall be staying a the Bath Spa, a little further out of town but apparently worlds away in terms of service.

Summary: