7 Sep 2021 by Patrick Murphy, General Manager

Dear Neil Thank you for your posting and for your recent visit to the Hardiman. I’m sincerely sorry that we had a number of issues that impacted negatively on your stay. I will ask our maintenance team to review the issue you experienced with the bathroom sink. We routinely clean these as part of our housekeeping and preventative maintenance plan, but admittedly with the high occupancy of the summer season it’s possible we may have missed your room. I apologise for the issue experienced in your room. In relation to the soft door closers, I will ensure that we review and adjust all bedroom and corridor doors. All have a soft closer mechanism. I completely understand how this would impact on a restful sleep. With regards to breakfast, I am sorry that you felt it shambolic. We endeavour to ensure that we control the booking pace and that we deliver a quality breakfast where the service is fluid, efficient and welcoming. Knowing that it can be a “fast service” we endeavour to resource it adequately and there is always a strong management presence to control the service on the floor. We are like other hospitality partners experiencing some issues with regard to the recruitment of personnel and there are times where we may have newer members of the team working a section of the dining room. It’s difficult to fathom from your mail why it was a poor experience, but we will work to develop the team and their skills. Finally in relation to your comment about a deposit required for dinner, this is a booking condition that we use on our Open Table platform for non-resident bookings. We don’t actually take a deposit, but we advise that in the event of a no-show we will charge the credit card provided to guarantee the booking by this sum. Regrettably Neil we experience an inordinate amount of no-show bookings for our food and beverage outlets, from what I hope is a small element of the public, and as you might imagine this impacts significantly on our business and the team. It does not apply to resident guests of the hotel and to my knowledge there is no where on our website or via the mailings we direct to our guests promoting our offer, to suggest otherwise. Thank you again for your feedback, it is very helpful and I very much appreciate it. We will work harder to improve. Kind regards Patrick Murphy General Manager